Method and apparatus for agent optimization using speech synthesis and recognition

• US 6,771,746 B2
• Filed: 05/16/2002
• Issued: 08/03/2004
• Est. Priority Date: 05/16/2002
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Shambaugh, Craig, Beck, James L. III
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US10/150,890
• Publication Number:
  US 20030215066A1
• Time in Patent Office: 810 Days
• Field of Search: 379/88.01, 379/88.02, 379/88.03, 379/88.04, 379/88.13, 379/265.01, 379/265.02, 379/265.07, 379/265.09, 379/266.01, 379/266.07, 379/88.17, 379/88.18
• US Class Current: 379/88.13
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04Q 2213/13034 A/D conversion, code compression/expansion
• CPC Class Codes: H04Q 2213/13072 Sequence circuits for call signaling, ACD systems
• CPC Class Codes: H04Q 2213/13093 Personal computer, PC
• CPC Class Codes: H04Q 2213/1337 Operator, emergency services
• CPC Class Codes: H04Q 2213/13378 Speech recognition, speech analysis

Abstract

A system and method of automatic call handling allowing agent optimization in an automatic call distributor using voice recognition and speech synthesis technology. A speech synthesizer takes a script as input and generates speech as output. A prepared script includes speech input for the speech synthesizer. Connect a call with a call contact, speak to the call contact speech generated using the prepared script as input to the speech synthesizer, receive live agent voice input, and recognize agent speech.

Claims

1. A agent assist method of automatic call handling in an automatic call distribution system, the method comprising:

synthesizing speech using a prepared script as input and generating as output synthesized speech that sounds like a live agent'"'"'s natural voice;

connecting a call with a call contact;

speaking the synthesized speech generated using the prepared script to the call contact;

receiving call contact voice input;

transmitting the call contact voice input to the live agent;

accepting direction from the live agent indicating a response to the call contact'"'"'s voice input;

monitoring background noise surrounding the live agent; and

the introducing background noise into the synthesized speech to emulate the live agent'"'"'s environment.

2. The agent assist method of automatic call handling according to claim 1 wherein the response to the call contact'"'"'s voice input comprises providing a second prepared script.

3. The agent assist method of automatic call handling according to claim 1 wherein the response to the call contact'"'"'s voice input comprises connecting the call to the live agent for the live agent to converse with the call contact.

4. The agent assist method of automatic call handling according to claim 1 wherein the live agent is free to work on other tasks during the telephone call.

5. An agent assist system to assist a live agent with automatic call handling in an automatic call distribution system, the agent assist system comprising:

a speech synthesizer that uses a prepared script as input and generates as output synthesized speech that sounds like a live agent'"'"'s natural voice;

a network that connects a call with a call contact;

a communications channel that transmits to the call contact the synthesized speech generated using the prepared script, that receives voice input from the call contact, and that communicates voice input from the call contact to the live agent;

a controller that accepts direction from the live agent indicating a response to the call contact'"'"'s voice input;

a detector to monitor background noise surrounding the live agent;

the speech synthesizer introducing background noise into the synthesized speech to emulate the live agent'"'"'s environment.

6. The agent assist system according to claim 5 wherein the controller enables the live agent to indicate a second prepared script for use in the call.

7. The agent assist system according to claim 5 wherein the controller enables the live agent to speak directly with the call contact.

8. The agent assist system according to claim 5 wherein the live agent is free to work on other tasks during the telephone call.

9. An agent assist system to assist a live agent with automatic call handling in an automatic call distributor, the system comprising:

means for synthesizing speech that generates from a script output synthesized speech that sounds like a live agent'"'"'s natural voice;

means for connecting a call with a call contact;

means for speaking to the call contact speech generated using a prepared script as input to the speech synthesizer;

means for receiving call contact voice input;

means for transmitting the call contact voice input to the live agent;

means for accepting direction from the live agent indicating a response to the call contact'"'"'s voice input;

means for monitoring background noise surrounding the live agent; and

the speech synthesizer introducing background noise into the synthesized speech to emulate the live agent'"'"'s environment.

10. The agent assist system according to claim 9, wherein the response to the call contact'"'"'s voice input comprises providing a second prepared script.

11. The agent assist system according to claim 9 wherein the response to the call contact'"'"'s voice input comprises connecting the call to the live agent for the live agent to converse with the call contact.

12. The agent assist system according to claim 9, wherein the live agent is free to work on other tasks during the telephone call.

13. A computer program product embedded in a computer readable medium, the computer program product assisting a live agent handling calls, the computer program product comprising:

a computer readable medium containing computer program code segments comprising

a speech synthesis code segment that generates from a proposed script output synthesized speech that sounds like a live agent'"'"'s natural voice;

an initialization code segment that provides the prepared script;

a connecting code segment that places a call to a call recipient;

a communications code segment that controls transmission to the call contact the synthesized speech generated using the prepared script as input to the speech synthesizer;

receiving call contact voice input; and

transmitting the call contact voice input to the live agent; and

a controller code segment that accepts direction from the live agent indicating a response to the call contact'"'"'s voice input;

wherein the communications code segment monitors background noise surrounding the live agent; and

the speech synthesizer code segment introduces background noise into the synthesized speech to emulate the live agent'"'"'s environment.

14. The computer program product embedded in a computer readable medium according to claim 13 wherein the response to the call contact'"'"'s voice input comprises providing a second prepared script.

15. The computer program product embedded in a computer readable medium according to claim 13 wherein the response to the call contact'"'"'s voice input comprises connecting the call to the live agent for the live agent to converse with the call contact.

16. The computer program product embedded in a computer readable medium according to claim 13 wherein the live agent is free to work on other tasks during the telephone call.