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Using a speech analytics system to offer callbacks

  • US 9,350,866 B1
  • Filed: 10/05/2015
  • Issued: 05/24/2016
  • Est. Priority Date: 11/06/2013
  • Status: Active Grant
First Claim
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1. A system for setting up a callback for a party placed on hold, the system comprising:

  • a speech analytics component configured to;

    listen in on audio of a telephone call involving the party once the telephone call has been placed on hold to detect an event indicating to offer the callback to the party, the event comprising at least one of a word spoken by the party, a sound made by the party, and an emotion displayed by the party; and

    in response to detecting the event, send a notification to offer the callback to the party; and

    an interactive voice response component configured to;

    in response to the notification being sent by the speech analytics component, interact with the party to inquire whether the party would like to receive the callback;

    in response to the party indicating the party would like to receive the callback, interact with the party to obtain information from the party with respect to placing the callback to the party; and

    record the information so that the callback can be placed to the party at a later time.

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