Computer-implemented system and method for facilitating agent-customer calls

• US 9,258,414 B2
• Filed: 04/20/2015
• Issued: 02/09/2016
• 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:
  US14/691,519
• Publication Number:
  US 20150222751A1
• Time in Patent Office: 295 Days
• Field of Search: 379/265.01, 379/88.13, 379/265.02, 379/265.05, 379/210.01, 379/88.01, 379/265.09, 704/270.1, 455/412.1, 455/412.2
• US Class Current: 1/1
• 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 facilitating agent-customer calls is provided. A call from a customer is accepted into a call center and is assigned to an agent associated with the call center. At least one text message is received from the customer during the call and is directed to the agent. Outgoing text messages are received from the agent in response to the text message from the customer and content of the outgoing text messages from the agent are converted into synthesized speech. The synthesized speech is provided to the customer during the call.

Claims

1. A computer-implemented system for facilitating agent-customer calls, comprising:

a telephony interface to accept a call from a customer into a call center;

an assignment module to assign the call to an agent associated with the call center;

a message module to receive from the customer at least one text message during the call;

a messaging server to direct the text message to the agent;

a text-to-speech engine to receive outgoing text messages from the agent in response to the text message from the customer and to convert content of at least one of the outgoing text messages from the agent into synthesized speech; and

providing the synthesized speech to the customer during the call.

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

a classification module to flag the at least one text message as verbatim customer data.

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

a database to store a record of the call and to further store the at least one received text message.

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

a post processor to perform processing of at least one of the call and the at least one text message upon termination of the call.

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

an automation module to vary a level of automation in providing the response to the customer via the agent.

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

a receipt module to receive speech utterances from the customer during the call; and

a further receipt module to receive the at least one text message via a communication stream that is different from the communication stream of the speech utterances.

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

a receipt module to receive speech utterances from the customer during the call;

a speech recognition module to generate a stream of transcribed speech utterances from the received speech utterances; and

an utterance module to provide the stream of transcribed speech utterances to the agent.

8. A system according to claim 1, wherein at least one of the outgoing text messages from the agent is based on a script selected by the agent.

9. A system according to claim 1, wherein at least one of the outgoing text messages comprises text manually entered by the agent.

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

an assignment module to assign a further call to the agent during the accepted call from the customer.

11. A computer-implemented method for facilitating agent-customer calls, comprising:

accepting a call from a customer into a call center;

assigning the call to an agent associated with the call center;

receiving from the customer at least one text message during the call;

directing the text message to the agent;

receiving outgoing text messages from the agent in response to the text message from the customer;

converting content of at least one of the outgoing text messages from the agent into synthesized speech; and

providing the synthesized speech to the customer during the call.

12. A method according to claim 11, further comprising:

flagging the at least one received text message as verbatim customer data.

13. A method according to claim 11, further comprising:

storing a record of the call in a database; and

storing the at least one received text message in the database with the call record.

14. A method according to claim 11, further comprising:

performing processing of at least one of the call and the at least one text message upon termination of the call.

15. A method according to claim 11, further comprising:

varying a level of automation in providing the response to the customer via the agent.

16. A method according to claim 11, further comprising:

receiving speech utterances from the customer during the call; and

receiving the at least one text message via a communication stream that is different from the communication stream of the speech utterances.

17. A method according to claim 11, further comprising:

receiving speech utterances from the customer during the call;

generating a stream of transcribed speech utterances from the received speech utterances via speech recognition; and

providing the stream of transcribed speech utterances to the agent.

18. A method according to claim 11, wherein at least one of the outgoing text messages from the agent is based on a script selected by the agent.

19. A method according to claim 11, wherein at least one of the outgoing text messages comprises text manually entered by the agent.

20. A method according to claim 11, further comprising:

assigning a further call to the agent during the accepted call from the customer.