×

Voice response system with live agent assisted information selection and machine playback

  • US 8,537,979 B1
  • Filed: 08/23/2011
  • Issued: 09/17/2013
  • Est. Priority Date: 04/06/2004
  • Status: Expired due to Term
First Claim
Patent Images

1. A method, comprising:

  • upon receiving a telephone call from a caller, switching to interacting with the caller in a non-live agent mode;

    processing the call in the non-live agent mode;

    receiving an utterance from the caller;

    performing a machine selection of voice content to play to the caller based on the utterance by performing a linguistic analysis of the utterance by the caller to determine an appropriate topic among a plurality of relevant subject topics within a text knowledge base to play to the caller;

    creating a navigation topic question comprising a plurality of different subject topics related to the appropriate topic and forwarding the navigation topic question to the caller;

    receiving a subject topic selection among the plurality of different subject topics and identifying the machine-selected voice content to play to the caller based on the subject topic selection;

    playing the identified machine-selected voice content to the caller based on the determined appropriate topic in the text knowledge base;

    while in the non-live agent mode, upon receiving a request to speak to a live agent from the caller, switching to a live agent mode wherein a live agent holds a conversation with the caller, wherein said switching to a live agent mode comprises selecting the live agent based on expertise of the live agent to answer questions by the caller; and

    selectively switching to the non-live agent mode and playing the live agent-selected voice content to the caller.

View all claims
  • 13 Assignments
Timeline View
Assignment View
    ×
    ×