Computer-implemented system and method for processing user communications

• US 8,804,938 B2
• Filed: 06/03/2013
• Issued: 08/12/2014
• 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:
  US13/909,062
• Publication Number:
  US 20130259212A1
• Time in Patent Office: 435 Days
• Field of Search: 379/265.01, 379/88.13, 379/265.02, 379/265.05, 379/210.01, 379/88.01, 455/412, 455/412.1
• 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 computer-implemented system and method for processing user communications is provided. Instructions are received within a call center from a user via a vehicle calling system. A determination as to whether the instructions are correctly received is confirmed by processing the instructions, by providing results of the processed instructions to the user, and by receiving confirmation that the results are correct. The instructions are converted from speech to text upon the confirmation and are subsequently provided to an agent. A communication is received from the agent in response to the instructions and the communication is provided to the user via the vehicle calling system.

Claims

1. A computer-implemented system for processing user communications, comprising:

an inquiry module to receive from a user, a verbal inquiry within a call center during a call between the user and an agent;

a speech-to-text module to convert the verbal inquiry from speech to text and to provide the text to the agent;

a message server to receive in the call center, at least one text message sent from the user during the call, to identify the agent participating in the call with the user, and to transmit the text message to the identified agent;

a communication receipt module to receive a reply from the agent in response to the verbal inquiry and text message and to provide the reply to the user; and

a database to store communication received during the call comprising the verbal inquiry and text message from the user, and the reply from the agent as a log of the call.

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

a message module to obtain a text message from the agent as the reply; and

a text-to-speech module to convert the text message to synthesized speech.

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

a display to present the agent'"'"'s reply to the user.

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

a voice recognition processor to perform voice recognition processing on the verbal inquiry to generate the text.

9. A system according to claim 1, wherein the verbal inquiry and the text message travel along different paths from the user to the call center.

10. A system according to claim 9, wherein the message server pairs up the verbal inquiry and the text message from the separate paths.

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

a flag module to flag the text message as verbatim caller data.

12. A system according to claim 1, wherein the message server identifies caller identification data from the call, assigns a unique identification number to the call, identifies sender identification data from the text message, and assigns the unique identification number to the text message when the sender identification data of the text message is shared with the caller identification data of the call.

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

a script module to receive one or more scripts from the agent as content for the reply.

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

a sliding control that varies a level of automation of the call, wherein the level of automation varies between receiving all replies of the agent as a written response and providing the replies as fully automated responses.

5. A computer-implemented method for processing user communications, comprising:

receiving from a user, a verbal inquiry within a call center during a call between the user and an agent;

converting the verbal inquiry from speech to text and providing the text to the agent;

receiving in the call center, at least one text message sent from the user during the call;

identifying the agent participating in the call with the user and transmitting the text message to the identified agent;

receiving a reply from the agent in response to the verbal inquiry and text message and providing the reply to the user; and

storing communication received during the call comprising the verbal inquiry and text message from the user, and the reply from the agent as a log of the call.

6. A method according to claim 5, further comprising:

receiving a text message from the agent as the reply; and

converting the text message to synthesized speech.

7. A method according to claim 5, further comprising:

presenting the agent'"'"'s reply to the user via a display.

8. A method according to claim 5, further comprising:

performing voice recognition processing on the verbal inquiry to generate the text.

15. A method according to claim 5, wherein the verbal inquiry and the text message travel along different paths from the user to the call center.

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

pairing up the verbal inquiry and the text message from the separate paths.

17. A method according to claim 5, further comprising:

flagging the text message as verbatim caller data.

18. A method according to claim 5, further comprising:

identifying caller identification data from the call;

assigning a unique identification number to the call;

identifying sender identification data from the text message; and

assigning the unique identification number to the text message when the sender identification data of the text message is shared with the caller identification data of the call.

19. A method according to claim 5, further comprising:

receiving one or more scripts from the agent as content for the reply.

20. A method according to claim 5, further comprising:

presenting the agent with a sliding control that varies a level of automation of the call, wherein the level of automation varies between receiving all replies of the agent as a written response and providing the replies as fully automated responses.