System and method for processing multi-modal communications during a call session

• US 8,457,296 B2
• Filed: 11/28/2011
• Issued: 06/04/2013
• Est. Priority Date: 03/15/2002
• Status: Expired due to Term

• Current Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Odinak, Gilad, Sutherland, Alastair
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US13/305,671
• Publication Number:
  US 20120069975A1
• Time in Patent Office: 554 Days
• Field of Search: 379/265.01, 379/88.13, 379/265.02, 379/265.05, 379/210.01, 379/88.01, 704/270.1, 455/412.1, 455/412.2
• US Class Current: 379/265.01
• CPC Class Codes: G10L 13/08 Text analysis or generation of parameters for speech synthesis out of text, e.g. grapheme to phoneme translation, prosody generation or stress or intonation determination
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/39 using speech synthesis speech synthesis per se G10L13/00
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/306 Prerecordings to be used during a voice call
• CPC Class Codes: H04M 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5133 Operator terminal details
• 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 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04W 4/12 : Messaging; Mailboxes; Announcements

Abstract

A system and method for processing multi-modal communications during a call session are provided. A call is received from a caller and assigned to an agent. A caller identification is assigned to the call. Voice communication from the call is processed and displayed. One or more text messages from the caller are received during the call. The caller identification is assigned to each of the text messages. The text messages are matched to the call using the caller identification and are displayed to the agent for review during the call.

Claims

1. A system for processing multi-modal communications during a call session, comprising:

a telephony interface to receive a call from a caller;

a messaging server to assign a caller identification to the call and to further assign the call to an agent;

a speech recognition module to process voice communication from the call;

a text message processor to receive one or more text messages from the caller during the call, to assign the caller identification to each of the received text messages, and to match the text messages to the call using the caller identification; and

an agent console to display the processed voice communication and the text messages to the agent for review during the call.

2. A system according to claim 1, further comprising:

a flag module to flag the text messages as verbatim data provided by the caller.

3. A system according to claim 1, further comprising:

outgoing text messages sent in reply to the voice communication from the caller that are each converted into an outgoing stream of synthesized speech.

4. A system according to claim 1, wherein the agent console displays the processed voice communication for the call with processed voice communication from one or more other calls.

5. A system according to claim 1, wherein the processing of the voice communication comprises:

a speech to text module to transcribe the voice communication into speech utterances.

6. A system according to claim 1, further comprising:

a response module to automatically generate a reply to the received voice communication based on a similar voice communication previously received by at least one of the caller or another caller.

7. A system according to claim 6, wherein the response module determines the similar voice communication based on at least one of a most frequent voice communication and a most recent voice communication.

8. A system according to claim 1, further comprising:

a call log to log the call and to store the text messages.

9. A system according to claim 1, wherein the agent comprises at least one of a live person, an automated prompt, and a combination of the live person and the automated prompt.

10. A system according to claim 9, further comprising:

a sliding scale module to vary a level of participation between the live person and the automated prompt.

11. A system according to claim 1, further comprising:

a scheduling module to identify a scheduling request within the voice communication from the caller, to allow the agent access to a calendar associated with the caller, and to book an appointment for the caller in response to the scheduling request; and

an outgoing stream of synthesized speech to confirm the appointment.

12. A method for processing multi-modal communications during a call session, comprising:

receiving a call from a caller and assigning a caller identification to the call;

assigning the call to an agent;

processing voice communication from the call and displaying the processed voice communication;

receiving one or more text messages from the caller during the call and assigning the caller identification to each of the received text messages;

matching the text messages to the call using the caller identification; and

displaying the text messages to the agent for review during the call.

13. A method according to claim 12, further comprising:

flagging the text messages as verbatim data provided by the caller.

14. A method according to claim 12, further comprising:

sending outgoing text messages in reply to the voice communication from the caller that is converted into an outgoing stream of synthesized speech.

15. A method according to claim 12, further comprising:

providing the processed voice communication for the call on a display with processed voice communication from one or more other calls.

16. A method according to claim 12, wherein the processing of the voice communication comprises:

transcribing the voice communication into speech utterances.

17. A method according to claim 12, further comprising:

automatically generating a reply to the received voice communication based on a similar voice communication previously received by at least one of the caller or another caller.

18. A method according to claim 17, further comprising:

determining the similar voice communication based on at least one of a most frequent voice communication and a most recent voice communication.

19. A method according to claim 12, further comprising:

logging the call in a call log; and

storing the text messages with the call log.

20. A method according to claim 12, wherein the agent comprises at least one of a live person, an automated prompt, and a combination of the live person and the automated prompt.

21. A method according to claim 20, further comprising:

varying a level of participation between the live person and the automated prompt.

22. A method according to claim 12, further comprising:

identifying a scheduling request within the voice communication from the caller;

allowing the agent access to a calendar associated with the caller;

booking an appointment for the caller in response to the scheduling request; and

confirming the appointment by converting the appointment into an outgoing stream of synthesized speech.