Using a speech analytics system to offer callbacks
First Claim
1. A system for setting up a callback for a party involved in a telephone call, the system comprising:
- a speech analytics component configured to;
listen in on audio of the telephone call 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
an interactive voice response component configured to;
in response to the event indicating to offer the callback to the party being detected, 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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Accused Products
Abstract
Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.
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Citations
17 Claims
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1. A system for setting up a callback for a party involved in a telephone call, the system comprising:
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a speech analytics component configured to; listen in on audio of the telephone call 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 an interactive voice response component configured to; in response to the event indicating to offer the callback to the party being detected, 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. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A non-transitory, computer-readable medium comprising computer-executable instructions when executed by at least one computer processor cause the at least one computer processor to:
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listen in on audio of a telephone call involving a party once the telephone call has been placed on hold to detect an event indicating to offer a 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, 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. - View Dependent Claims (8, 9, 10, 11)
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12. A method for setting up a callback for a party involved in a telephone call, the method comprising the steps of, once the telephone call has been placed on hold:
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listening in on audio of the telephone call by a speech analytics system 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 indicating to offer the callback to the party, interacting with the party by an interactive voice response system to obtain information from the party with respect to placing the callback to the party; and recording the information so that the callback can be placed to the party at a later time. - View Dependent Claims (13, 14, 15, 16, 17)
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Specification