System for handling a plurality of streaming voice signals for determination of responsive action thereto
First Claim
1. A system for use in processing a plurality of calls coming into a contact center, each of the plurality of calls comprising a streaming voice signal, the system comprising:
- an interceptor operable to receive the plurality of calls;
a recognizer, operably coupled to the interceptor, operable to continuously analyze a call between a caller and a human agent of the plurality of calls to detect, within the streaming voice signal, occurrence of an unprompted predetermined utterance having response-determinative significance to provide a detected utterance; and
a treatment processor, operably coupled to the recognizer, operable to determine a responsive action based on the response-determinative significance corresponding to the detected utterance and at least one of historical data and a configuration of the contact center, and further operable to perform the responsive action for the caller without action from the human agent; and
wherein the detected utterance indicates that assistance from a third-party, other than the human agent, is needed.
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Accused Products
Abstract
Streaming voice signals, such as might be received at a contact center or similar operation, are analyzed to detect the occurrence of one or more unprompted, predetermined utterances. The predetermined utterances preferably constitute a vocabulary of words and/or phrases having particular meaning within the context in which they are uttered. Detection of one or more of the predetermined utterances during a call causes a determination of response-determinative significance of the detected utterance(s). Based on the response-determinative significance of the detected utterance(s), a responsive action may be further determined. Additionally, long term storage of the call corresponding to the detected utterance may also be initiated. Conversely, calls in which no predetermined utterances are detected may be deleted from short term storage. In this manner, the present invention simplifies the storage requirements for contact centers and provides the opportunity to improve caller experiences by providing shorter reaction times to potentially problematic situations.
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Citations
27 Claims
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1. A system for use in processing a plurality of calls coming into a contact center, each of the plurality of calls comprising a streaming voice signal, the system comprising:
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an interceptor operable to receive the plurality of calls; a recognizer, operably coupled to the interceptor, operable to continuously analyze a call between a caller and a human agent of the plurality of calls to detect, within the streaming voice signal, occurrence of an unprompted predetermined utterance having response-determinative significance to provide a detected utterance; and a treatment processor, operably coupled to the recognizer, operable to determine a responsive action based on the response-determinative significance corresponding to the detected utterance and at least one of historical data and a configuration of the contact center, and further operable to perform the responsive action for the caller without action from the human agent; and wherein the detected utterance indicates that assistance from a third-party, other than the human agent, is needed. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
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18. In a contact center receiving a plurality of calls, each of the plurality of calls comprising a streaming voice signal, a method for processing the plurality of calls, comprising:
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continuously analyzing, by a recognizer, a call between a caller and a human agent of the plurality of calls to detect occurrence of an unprompted predetermined utterance having response-determinative significance to provide a detected utterance; and determining, by a treatment processor operably coupled to the recognizer, a responsive action based on the response-determinative significance corresponding to the detected utterance and at least one of historical data and a configuration of the contact center; performing, by the treatment processor, the responsive action for the caller without action from the human agent; and wherein the detected utterance indicates that assistance from a third-party, other than the human agent, is needed. - View Dependent Claims (19, 20, 21, 22, 23, 24, 25, 26, 27)
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Specification