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System and method for providing a message-based communications infrastructure for automated call center operation

  • US 7,292,689 B2
  • Filed: 02/14/2003
  • Issued: 11/06/2007
  • Est. Priority Date: 03/15/2002
  • Status: Active Grant
First Claim
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1. A system for providing a message-based communications infrastructure for automated call center operation, comprising:

  • a telephony interface accepting a call comprising an incoming stream of verbal speech that is converted into incoming text from a caller into a call center;

    a session manager automatically assigning the call to a session and to a live agent; and

    an agent application progressively processing the incoming text during the session through a customer support scenario interactively monitored and controlled by the live agent, which sends outgoing text messages that are converted into an outgoing stream of synthesized speech to the caller.

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