System and method for processing call records
First Claim
Patent Images
1. A system for processing call records, comprising:
- a call processor to process a call between a caller and a live agent, comprising;
a speech recognition engine to receive a stream of verbal speech utterances from the caller and to convert the stream of verbal speech utterances into text;
a text-to-speech engine to receive text messages from the agent in response to the stream of verbal speech utterances and to convert the text messages into synthesized speech utterances;
a characteristic module to identify caller characteristics within the verbal speech utterances, comprising a determination module to determine the caller characteristics by analyzing speech pattern, inflection, tonality, accent, and pitch; and
a verbal speech utterance module to process the verbal speech utterances, comprising at least one of;
a speech recognition module to perform speech recognition on the verbal speech utterances; and
a marking module to mark certain verbal speech utterances for later use;
a telephony interface to provide the synthesized speech utterances to the caller;
a call record processor to process a record of the call comprising the verbal speech utterances and the synthesized speech utterances;
a display to present the processed record to a further live agent for manipulation;
a manipulation module to receive instructions from the further live agent and to manipulate the processed record according to the instructions; and
a database to store the manipulated record and the caller characteristics.
11 Assignments
0 Petitions
Accused Products
Abstract
A system and method for processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored.
-
Citations
17 Claims
-
1. A system for processing call records, comprising:
-
a call processor to process a call between a caller and a live agent, comprising; a speech recognition engine to receive a stream of verbal speech utterances from the caller and to convert the stream of verbal speech utterances into text; a text-to-speech engine to receive text messages from the agent in response to the stream of verbal speech utterances and to convert the text messages into synthesized speech utterances; a characteristic module to identify caller characteristics within the verbal speech utterances, comprising a determination module to determine the caller characteristics by analyzing speech pattern, inflection, tonality, accent, and pitch; and a verbal speech utterance module to process the verbal speech utterances, comprising at least one of; a speech recognition module to perform speech recognition on the verbal speech utterances; and a marking module to mark certain verbal speech utterances for later use; a telephony interface to provide the synthesized speech utterances to the caller; a call record processor to process a record of the call comprising the verbal speech utterances and the synthesized speech utterances; a display to present the processed record to a further live agent for manipulation; a manipulation module to receive instructions from the further live agent and to manipulate the processed record according to the instructions; and a database to store the manipulated record and the caller characteristics. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
-
-
9. A method for processing call records, comprising:
-
processing a call between a caller and a live agent, comprising; receiving a stream of verbal speech utterances from the caller and converting the stream of verbal speech utterances into text; receiving text messages from the agent in response to the stream of verbal speech utterances and converting the text messages into synthesized speech utterances; identifying caller characteristics within the verbal speech utterances, comprising determining the caller characteristics by analyzing speech pattern, inflection, tonality, accent, and pitch; and processing the verbal speech utterances, further comprising at least one of; performing speech recognition on the verbal speech utterances; and marking certain verbal speech utterances for later use; providing the synthesized speech utterances to the caller; processing a record of the call comprising the verbal speech utterances and the synthesized speech utterances; presenting the processed record to a further live agent for manipulation; receiving instructions from the further live agent and manipulating the processed record according to the instructions; and storing the manipulated record and the caller characteristics. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
-
Specification