Information provision for call centres

• US 7,542,902 B2
• Filed: 07/25/2003
• Issued: 06/02/2009
• Est. Priority Date: 07/29/2002
• Status: Active Grant

• Current Assignee: British Telecommunications PLC (BT Group PLC)
• Original Assignee: British Telecommunications PLC (BT Group PLC)
• Inventors: Scahill, Francis J, Ringland, Simon Patrick Alexander, Deans, Paul Bryan
• Primary Examiner(s): Chawan, Vijay B
• Application Number:
  US10/522,024
• Publication Number:
  US 20050216269A1
• Time in Patent Office: 2,139 Days
• Field of Search: 704/231, 704/270, 704/270.1, 704/251
• US Class Current: 704/251
• CPC Class Codes: G06F 16/3334 Selection or weighting of terms from queries, including natural language queries
• CPC Class Codes: G10L 15/1815 Semantic context, e.g. disambiguation of the recognition hypotheses based on word meaning
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A voice platform monitors a conversation between a call center agent and a caller to identify any predetermined keywords or phrases used in the conversation therebetween. These keywords or phrases can then be used to interface into an existing knowledge management system in order to allow information from the system to be pushed to the agent, thus improving agent efficiency. In a preferred embodiment additional processing is provided which generates an information item score based in the detected keywords or phrases, and those information items with the highest scores are then pushed to the agent, by displaying shortcuts to the information to the agent in the form of a shortcut tree.

Claims

1. An information interface system, comprising:

a speech recognizer arranged to listen to telephone voice signals carried on a telephone communications channel between a user and another person, and to recognize at least one or more predefined keywords or phrases contained within the voice signals;

a keyword processor arranged to relate recognized keywords or phrases to items of information stored in an information database to identify relevant items of information thereto;

information display means arranged to display items of information and/or links thereto identified by the keyword processing means to the user; and

speech recognition control means arranged to automatically activate the speech recognizer in response to an operating system event automatically generated when a caller identification phase is completed.

2. A system according to claim 1, wherein the keyword processing means further comprises:

storage means for storing item definition data defining the items of information in the information database;

item matching means for matching recognized keywords or phrases to the item definition data; and

item scoring means for keeping an item score for each item of information in dependence upon the number of keywords or phrases matched to each item.

3. A system according to claim 2, wherein the keyword processing means further comprises:

item sorting means arranged to sort the items of information in dependence on the respective item scores.

4. A system according to claim 2, wherein the keyword processing means further comprises:

item score thresholding means arranged to apply at least one threshold to the item scores,

wherein those items whose item scores do not meet the threshold are not made available to the user.

5. A system according to claim 2, wherein the operating system event corresponds to a completion of an on-screen form.

6. A system according to claim 1, wherein:

the information display means is arranged to display the items of information and/or links thereto as a hierarchical structure, which matches the hierarchy of the information database.

7. A system according to claim 1, wherein:

the speech recognition means, the keyword processing means and the information display means are substantially continuously or periodically operable so as to continually or periodically update the items of information and/or links thereto displayed to the user.

8. A system according to claim 1, wherein:

the predetermined criteria are selected such that the speech recognition means is deactivated on that portion or portions of the voice signals which are not expected to contain keywords or phrases.

9. A method of interfacing information to a user, said method comprising:

listening to telephone voice signals carried on a telephone communications channel between the user and another person

automatically recognizing, in response to an operating system event automatically generated when a caller identification phase is completed, at least one or more predefined keywords or phrases contained within the voice signals;

relating any recognized keywords or phrases to items of information stored in an information database so as to identify relevant items of information thereto; and

displaying any item of information and/or links thereto so identified to the user.

10. A method according to claim 9, wherein the relating step further comprises:

storing item definition data defining the items of information in the information database;

matching recognized keywords or phrases to the item definition data; and

keeping an item score for each item of information in dependence upon the number of keywords or phrases matched to each item.

11. A method according to claim 10, wherein the relating step further comprises:

sorting the items of information in dependence on the respective item scores.

12. A method according to claim 9, wherein the relating step further comprises:

applying at least one threshold to the item scores, wherein those items whose item scores do not meet the threshold are not made available to the user.

13. A method according to claim 9, wherein:

the displaying step is arranged to display the items of information and/or links thereto as a hierarchical structure, which matches the hierarchy of the information database.

14. A method according to claim 9, wherein the steps recited therein are substantially continuously or periodically repeated so as to continually or periodically update the items of information and/or links thereto displayed to the user.

15. A method according to claim 9, wherein:

the operating system event is selected such that the recognizing step is not performed on that portion or portions of the voice signals which are not expected to contain keywords or phrases.

16. A method according to claim 9, wherein the operating system event corresponds to a completion of an on-screen form.

17. An information interface system comprising:

a speech recognizer arranged to listen to telephone voice signals carried on a telephone communications channel between a user and another person, and to recognize at least one or more predefined keywords or phrases contained within the voice signals;

a keyword processor arranged to relate recognized keywords or phrases to items of information stored in an information database to identify relevant items of information thereto;

information display means arranged to display items of information and/or links thereto identified by the keyword processing means to the user; and

an automatic timer arranged to automatically activate the speech recognizer after a predetermined time has expired since the start of the voice signals.

18. A method of interfacing information to a user, said method comprising:

listening to telephone voice signals carried on a telephone communications channel between the user and other person;

automatically recognizing, in response to the expiry of a predetermined time set by an automatic timer, at least one or more predefined keywords or phrases contained within the voice signals;

relating any recognized keywords or phrases to items of information thereto; and

displaying any item of information and/or links thereto so identified to the user.