System and method for real time support for agents in contact center environments
First Claim
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1. A method for a computer system having at least one processor for automatically creating responses in real-time during a interaction between a contact center customer and a contact center agent at a contact center comprising the steps of the computer system:
- a) obtaining a speech record of a conversation between said customer and said agent;
b) transforming said speech record to a text record with a speech transcription system;
c) analyzing said text record to identify one or more customer issues from said text record and to determine whether the one or more customer issues require handling by one or more of at least one decision-proposing component based on the analyzing, to generate an enriched text record comprising the text record with identified issues, and to send the enriched text record to one or more of at least one response generating component;
d) said at least one decision-proposing component generating one or more responses per identified customer issue; and
e) outputting said one or more responses to said contact center agent for agent use in interacting with the customer.
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Abstract
A real-time method and system are described for automatically extracting text from the customer-agent interaction at a contact center, analyzing the extracted text to automatically identify one or more customer issues, and performing processing by contact-center agent buddies (CABs) to generate at least one response to the customer issues.
74 Citations
20 Claims
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1. A method for a computer system having at least one processor for automatically creating responses in real-time during a interaction between a contact center customer and a contact center agent at a contact center comprising the steps of the computer system:
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a) obtaining a speech record of a conversation between said customer and said agent; b) transforming said speech record to a text record with a speech transcription system; c) analyzing said text record to identify one or more customer issues from said text record and to determine whether the one or more customer issues require handling by one or more of at least one decision-proposing component based on the analyzing, to generate an enriched text record comprising the text record with identified issues, and to send the enriched text record to one or more of at least one response generating component; d) said at least one decision-proposing component generating one or more responses per identified customer issue; and e) outputting said one or more responses to said contact center agent for agent use in interacting with the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A computer system having at least one processor for automatically creating responses in realtime during an interaction between a contact center customer and a contact center agent when executed in a computing environment having at least one processing unit comprising:
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a speech record component for obtaining a speech record of a conversation between said contact center agent and said contact center customer; a speech transcription component for transforming said speech record to a text record; an issue identification component for analyzing said text record, for identifying one or more customer issues based on the analyzing, for determining that the one or more customer issues require handling by one or more of at least one response generating component based on the analyzing, for generating an enriched text record, comprising the text record with identified issues, and for sending the enriched text record to one or more of at least one response generating component; and at least one response generating component for generating one or more responses per identified customer issue and for outputting said one or more responses to the contact center agent for agent use in interacting with the customer. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
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20. A non-transitory computer program readable medium for storing a program of instructions executable by one or more processing units for performing a method for automatically creating responses in real time during a interaction between a contact center customer and a contact center agent, said method comprising one or more processing units executing the steps of:
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a) obtaining a speech record of a conversation between the customer and the agent;
b) transforming said speech record to a text record with a speech transcription system;c) analyzing said text record to identify identifying one or more customer issues from said text record, to determine whether the one or more customer issues require handling by one or more of at least one decision-proposing component based on the analyzing, to generate an enriched text record, comprising the text record with identified issues, and to send the enriched text record to one or more of at least one response generating component; d) said at least one decision-proposing component generating one or more responses per identified customer issue; and e) outputting said one or more responses to said contact center agent for agent use in interacting with the customer.
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Specification