Computer-implemented system and method for simultaneously processing multiple call sessions

• US 9,288,323 B2
• Filed: 07/07/2014
• Issued: 03/15/2016
• 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, Tolhurst, William A.
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US14/325,337
• Publication Number:
  US 20140307864A1
• Time in Patent Office: 617 Days
• Field of Search: 379/88.01, 379/88.13, 379/265.05, 379/265.06, 379/265.09, 379/266.06, 379/88.14, 379/88.17, 379/265.01, 379/265.02, 379/265.03, 370/352
• US Class Current: 1/1
• 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 2203/4536 Voicemail combined with text-based messaging
• 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 3/5322 for recording text messages
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.

Claims

1. A computer-implemented system for simultaneously processing multiple call sessions, comprising:

a telephony interface to monitor multiple call sessions assigned to an agent;

an agent console to display to the agent, content of each call session;

a script engine to identify a script selected by the agent and to provide the script as synthesized speech to a caller of one of the call sessions; and

an interface to simultaneously monitor a verbal conversation between the agent and a caller of another one of the call sessions assigned to the agent while the script selected by the agent is provided to the caller during the call session assigned to the agent.

2. A system according to claim 1, wherein the agent console displays each call session within a separate call center service window.

3. A system according to claim 1, wherein the script comprises a set a executable instructions for an interactive dialog.

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

a receipt module to receive a command from the agent for at least one of the call sessions; and

a session module to designate the at least one call session as an active call session.

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

a receipt module to receive from the agent, text designated for at least one of the callers; and

a delivery module to deliver the text to the at least one caller.

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

a receipt module to receive information from the caller in response to the script; and

a population module to populate a form with the received information.

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

a receipt module to receive incoming speech from the caller;

a speech converter to convert the incoming speech to text.

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

a database to store the converted text and script as a log of that call session.

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

a display module to display the converted text on the agent console for the call session.

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

a recorder to prerecord the synthesized speech;

a database to store the synthesized speech; and

a delivery module to obtain the synthesized speech from the database.

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

a receipt module to receive from the agent, a message intended for at least one of the callers;

a queue in which the message is placed; and

a notification module to notify the at least one caller of the message.

12. A computer-implemented method for simultaneously processing multiple call sessions, comprising:

monitoring multiple call sessions assigned to an agent;

displaying to the agent, content of each call session on an agent console;

identifying a script selected by the agent and providing the script as synthesized speech to a caller of one of the call sessions; and

simultaneously monitoring a verbal conversation between the agent and a caller of another one of the call sessions assigned to the agent while the script selected by the agent is provided to the caller during the call session assigned to the agent.

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

displaying each call session within a separate call center service window on the agent console.

14. A method according to claim 12, wherein the script comprises a set a executable instructions for an interactive dialog.

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

receiving a command from the agent for at least one of the call sessions; and

designating the at least one call session as an active call session.

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

receiving from the agent, text designated for at least one of the callers; and

delivering the text to the at least one caller.

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

receiving information from the caller in response to the script; and

populating a form with the received information.

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

receiving incoming speech from the caller;

converting the incoming speech to text.

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

storing the converted text and script as a log of that call session.

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

displaying the converted text on the agent console for the call session.

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

prerecording the synthesized speech;

storing the synthesized speech in a database; and

obtaining the synthesized speech from the database.

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

receiving from the agent, a message intended for at least one of the callers;

placing the message in a queue; and

notifying the at least one caller of the message.