System and method for message-based call communication

• US 9,565,310 B2
• Filed: 02/12/2016
• Issued: 02/07/2017
• 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
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US15/043,490
• Publication Number:
  US 20160165050A1
• Time in Patent Office: 361 Days
• US Class Current: 1/1
• CPC Class Codes: G10L 13/00 Speech synthesis; Text to speech systems
• 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 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/303 Marking
• 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 2203/558 Databases
• 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 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/53366 Message disposing or creating aspects

Abstract

A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.

Claims

1. A system for message-based call communication, comprising:

a telephony interface to receive speech utterances from a caller during a call with an agent;

a speech recognizer to transcribe each of the speech utterances into a text message and to provide the text messages to the agent;

a text-to-speech engine to receive from the agent one or more written responses in reply to each speech utterance from the caller and to convert the written responses to synthesized speech for providing to the caller;

a speech processor to process the speech utterances from the caller and the synthesized speech from the agent and to identify one or more characteristics of the caller and the agent;

a determination module to determine a role for each of the caller and the agent based on the identified characteristics; and

a display to display the text messages from the caller and the written responses from the agent, wherein the display provides text messages from another caller during another call and written responses from the agent in response to the text messages from the other caller.

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

a call record to store the text messages from the caller and the written responses from the agent, wherein the call record is completed upon termination of the call.

3. A system according to claim 1, wherein the written responses each comprise one or more of pre-formed responses selected by the agent or responses typed by the agent.

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

a response module to receive from the agent, selection of at least one of the pre-formed responses to address a problem or frequently asked question identified by the agent during the call.

5. A system according to claim 1, wherein time spent by the agent participating in the call is reduced by providing the speech utterances from the caller to the agent as text messages.

6. A system according to claim 1, wherein the text messages from the caller and the other caller are provided in different windows on the display with the associated written responses from the agent.

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

a call designator to designate one of the call and the other call as an active call.

8. A system according to claim 1, wherein processing of the speech utterances from the caller and the synthesized speech from the agent is performed during at least one of during the call and upon completion of the call.

9. A method for message-based call communication, comprising:

obtaining speech utterances from a caller during a call with an agent;

transcribing each of the speech utterances into a text message and providing the text messages to the agent;

receiving from the agent one or more written responses in reply to each speech utterance from the caller;

displaying the text messages from the caller and the written responses from the agent on a display associated with the agent;

providing on the display text messages from another caller during another call and written responses from the agent in response to the text messages from the other caller;

converting the written responses to synthesized speech for providing to the caller;

processing the speech utterances from the caller and the synthesized speech from the agent and identifying one or more characteristics of the caller and the agent; and

determining a role for each of the caller and the agent based on the identified characteristics.

10. A method according to claim 9, further comprising:

storing the text messages from the caller and the written responses from the agent in a call record that is completed upon termination of the call.

11. A method according to claim 9, wherein the written responses each comprise one or more of pre-formed responses selected by the agent or responses typed by the agent.

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

receiving from the agent, selection of at least one of the pre-formed responses to address a problem or frequently asked question identified by the agent during the call.

13. A method according to claim 9, further comprising:

reducing an amount of time spent by the agent in the call by providing the speech utterances from the caller to the agent as text messages.

14. A method according to claim 9, wherein the text messages from the caller and the other caller are provided in different windows on the display with the associated written responses from the agent.

15. A method according to claim 9, further comprising:

designating one of the call and the other call as an active call.

16. A method according to claim 9, further comprising:

performing the processing of the speech utterances from the caller and the synthesized speech from the agent at least one of during the call and upon completion of the call.