System and method for keyword-based notification and delivery of content

• US 9,300,718 B2
• Filed: 04/09/2013
• Issued: 03/29/2016
• Est. Priority Date: 04/09/2013
• Status: Expired due to Fees

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Khanna, Varun
• Primary Examiner(s): Meky, Moustafa M
• Application Number:
  US13/859,111
• Publication Number:
  US 20140304365A1
• Time in Patent Office: 1,085 Days
• Field of Search: 709200-203, 709217-227, 704/251
• US Class Current: 1/1
• CPC Class Codes: G06F 40/279 Recognition of textual entities
• CPC Class Codes: G06Q 90/00 Systems or methods specially adapted for administrative, commercial, financial, managerial or supervisory purposes, not involving significant data processing
• CPC Class Codes: G10L 15/183 using context dependencies, e.g. language models
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 2015/088 Word spotting
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2038 Call context notifications
• CPC Class Codes: H04M 3/00 Automatic or semi-automatic exchanges
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• 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 3/5191 interacting with the Internet

Abstract

System and method to provide keyword-based notification and content, the method including: monitoring a communication interface, the communication interface configured to transport a communication between an agent and a customer; recognizing, by use of a processor, a candidate keyword in the communication; retrieving, from a non-volatile data storage, an information related to the keyword; and presenting to one of the agent and the customer the information related to the keyword.

Claims

1. A method to provide keyword-based notification and content, comprising:

monitoring, by a processor, a communication interface, the communication interface configured to transport a communication between an agent and a customer;

recognizing, by the processor, a candidate keyword in the communication;

retrieving, by the processor from a non-volatile data storage, an information related to the keyword;

detecting, by the processor, whether the keyword exists in the non-volatile data storage;

if the keyword is not in the non-volatile data storage;

searching, by the processor, for an alternative source of information for the keyword; and

retrieving, by the processor, additional information from the alternative source; and

presenting, by the processor, to one of the agent and the customer the information related to the keyword.

2. The method of claim 1, wherein the step of recognizing comprises voice recognition of a spoken communication.

3. The method of claim 1, wherein the step of recognizing comprises textual recognition of a written communication.

4. The method of claim 1, wherein the step of recognizing comprises textual recognition of a transcribed spoken communication.

5. The method of claim 1, further comprising:

adding, by the processor, the additional information to the non-volatile data storage.

6. The method of claim 1, wherein the additional information comprises dynamic data related to a customer account.

7. The method of claim 1, further comprising the step of:

filtering, by the processor, the additional information for indicia of trustworthiness.

8. The method of claim 1, wherein the information presented to one of the agent and the customer comprises a plurality of alternative sets of information.

9. The method of claim 1, wherein the information presented to one of the agent and the customer comprises a link to access the information.

10. The method of claim 1, wherein the information presented to one of the agent and the customer is delivered by a second communication interface.

11. The method of claim 1, further comprising the step of:

filtering, by the processor, the information presented to one of the agent and the customer for contextual relevance.

12. The method of claim 1, further comprising the step of:

providing, by the processor, a transcript of the communication session to the customer, wherein the transcript comprises hyperlinked keywords.

13. The method of claim 1, wherein the non-volatile data storage comprises:

a first memory area configured to store a mapping of keywords to keyword information; and

a second memory area configured to store a mapping of a customer identifier to information related to how keyword information should be delivered to the customer.

14. A system to provide keyword-based notification and content, comprising:

a communication interface, the communication interface configured to transport a communication between an agent and a customer;

a monitoring module configured to monitor the communication interface;

a processor configured to recognize a candidate keyword in the communication;

a non-volatile data storage configured to store an information related to the keyword, wherein the non-volatile data storage comprises;

a first memory area configured to store a mapping of keywords to keyword information; and

a second memory area configured to store a mapping of a customer identifier to information related to how keyword information should be delivered to the customer; and

a user-interface module configured to present to one of the agent and the customer the information related to the keyword.

15. The system of claim 14, further comprising:

a voice recognition module configured to recognize a spoken communication.

16. The system of claim 14, further comprising:

a search module configured to search an alternative source of information for the keyword to retrieve additional information from the alternative source.

17. The system of claim 16, wherein the search module is further configured to filter the additional information for indicia of trustworthiness.

18. A method to provide keyword-based notification and content, comprising:

monitoring, by a processor, a communication interface, the communication interface configured to transport a communication between an agent and a customer;

recognizing, by the processor, a candidate keyword in the communication;

retrieving, by the processor from a non-volatile data storage, an information related to the keyword, wherein the non-volatile data storage comprises;

a first memory area configured to store a mapping of keywords to keyword information; and

a second memory area configured to store a mapping of a customer identifier to information related to how keyword information should be delivered to the customer; and

presenting, by the processor, to one of the agent and the customer the information related to the keyword.

19. The method of claim 18, wherein the step of recognizing comprises voice recognition of a spoken communication.

20. The method of claim 18, wherein the step of recognizing comprises textual recognition of a written communication.

21. The method of claim 18, wherein the step of recognizing comprises textual recognition of a transcribed spoken communication.

22. The method of claim 18, further comprising:

searching, by the processor, an alternative source of information for the keyword.

23. The method of claim 18, further comprising:

detecting, by the processor, whether the keyword exists in the non-volatile data storage; and

if the keyword is not in the non-volatile data storage;

searching, by the processor, for an alternative source of information for the keyword; and

retrieving, by the processor, additional information from the alternative source.

24. The method of claim 18, further comprising:

adding, by the processor, the additional information to the non-volatile data storage.

25. The method of claim 18, wherein the additional information comprises dynamic data related to a customer account.

26. The method of claim 18, further comprising the step of:

filtering, by the processor, the additional information for indicia of trustworthiness.

27. The method of claim 18, wherein the information presented to one of the agent and the customer comprises a plurality of alternative sets of information.

28. The method of claim 18, wherein the information presented to one of the agent and the customer comprises a link to access the information.

29. The method of claim 18, wherein the information presented to one of the agent and the customer is delivered by a second communication interface.

30. The method of claim 18, further comprising the step of:

filtering, by the processor, the information presented to one of the agent and the customer for contextual relevance.

31. The method of claim 18, further comprising the step of:

providing, by the processor, a transcript of the communication session to the customer, wherein the transcript comprises hyperlinked keywords.