DYNAMICALLY SWITCHING COMMUNICATIONS TO TEXT INTERACTIONS

• US 20160344869A1
• Filed: 05/18/2015
• Published: 11/24/2016
• Est. Priority Date: 05/18/2015
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Interactive Intelligence Group Incorporated (Genesys Cloud Services Incorporated), Interactive Intelligence Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Snyder, Michael David, Patel, Kalpit, Walsh, Richard J.
• Granted Patent: US 10,033,864 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 15/32 Multiple recognisers used in sequence or in parallel; Score combination systems therefor, e.g. voting systems
• CPC Class Codes: H04L 51/04 Real-time or near real-time messaging, e.g. instant messaging [IM]
• CPC Class Codes: H04L 51/066 Format adaptation, e.g. format conversion or compression
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 7/0045 where the text-based messaging service is an instant messaging service

Abstract

Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.

Claims

1. A method for dynamically switching communications to text interactions, the method comprising the steps of:

receiving a phone call;

determining a voice queue wait time exceeds a predetermined threshold;

routing the phone call to a speech-to-text queue;

converting an audio signal associated with the phone call to an instant message interaction.

2. A method for dynamically switching communications to text interactions, the method comprising the steps of:

receiving an incoming communication;

determining a wait time associated with a first queue exceeds a predetermined threshold;

routing the incoming communication to a second queue; and

converting an audio signal associated with the incoming communication to an instant message conversation.

3. The method of claim 2, wherein the wait time comprises a first wait time and further comprising:

determining a second wait time associated with the second queue;

generating a routing message comprising the wait time and the second wait time;

receiving a interaction preference associated with the incoming communication;

and wherein the routing the incoming communication to the second queue is based at least in part on the interaction preference.

4. A method for dynamically switching communications to text interactions, the method comprising the steps of:

receiving an incoming communication;

determine an interaction type based on an interaction factor;

assigning the interaction type to the incoming communication based at least in part on the interaction factor; and

routing the incoming communication to a queue based at least in part on the interaction type.

5. The method of claim 4, wherein the interaction factor comprises a quality of service associated with the incoming communication and further comprising the steps of:

generating a quality of service rating associated with the incoming communication;

determining the quality of service rating does not exceed a predetermined threshold; and

wherein routing the incoming communication to a speech-to-text queue is further based on quality of service rating.

6. The method of claim 4, wherein the interaction factor comprises a language associated with the incoming communication and the method further comprises the steps of:

determining the language associated with the incoming communication, and wherein routing the incoming communication to a speech-to-text queue is further based on the language associated with the incoming communication.

7. The method of claim 4, wherein the interaction factor comprises a user preference and the method further comprises the steps of:

determining an interaction preference associated with the incoming communication.

8. The method of claim 4, wherein assigning the interaction type to the incoming communication comprises updating metadata associated with the incoming communication.