Using a speech analytics system to control whisper audio
First Claim
1. A method for providing a whisper to an agent using a whisper bridge, comprising:
- establishing a first call leg between the whisper bridge and a remote party;
establishing a second call leg between the whisper bridge and the agent;
establishing a third call leg between the whisper bridge and a speech analytics system (“
SAS”
), wherein the SAS comprises an Agent Whisper Control Application Specific Module (“
AWC-ASM”
) comprising a processor, and wherein the third call leg comprises a first voice channel and a second voice channel conveying speech from the agent and remote party respectively;
monitoring speech of the third call leg by the SAS;
detecting a keyword in the speech of the third call leg;
providing a speech-related event notification to the AWC-ASM associated with the keyword detected in the speech, the speech-related event notification comprising a call identifier identifying the third call leg and an identifier indicating one of the agent or the remote party as originating the keyword; and
causing the whisper to be provided to the agent, wherein the whisper bridge prevents the remote party from hearing the whisper.
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Accused Products
Abstract
A speech analytics system monitors speech from a remote party and/or agent to determine when a whisper is to be provided to the agent. A whisper is aural information that may assist the agent at certain opportune times. The whisper may be verbal or non-verbal in nature. A whisper bridge is used that allows the whisper to be heard by the agent, but not by the remote party. In one embodiment, the speech analytics system may cause visual-based agent information to be provided to the computer used by the agent, and monitor the agent'"'"'s speech to ascertain if an expected speech response to the whisper was provided by the agent. If not, the speech analytics system may cause the whisper to be provided to the agent, as a form of reminder.
114 Citations
15 Claims
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1. A method for providing a whisper to an agent using a whisper bridge, comprising:
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establishing a first call leg between the whisper bridge and a remote party; establishing a second call leg between the whisper bridge and the agent; establishing a third call leg between the whisper bridge and a speech analytics system (“
SAS”
), wherein the SAS comprises an Agent Whisper Control Application Specific Module (“
AWC-ASM”
) comprising a processor, and wherein the third call leg comprises a first voice channel and a second voice channel conveying speech from the agent and remote party respectively;monitoring speech of the third call leg by the SAS; detecting a keyword in the speech of the third call leg; providing a speech-related event notification to the AWC-ASM associated with the keyword detected in the speech, the speech-related event notification comprising a call identifier identifying the third call leg and an identifier indicating one of the agent or the remote party as originating the keyword; and causing the whisper to be provided to the agent, wherein the whisper bridge prevents the remote party from hearing the whisper. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for providing a whisper to an agent in a contact center, comprising:
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a speech analytics system (“
SAS”
) configured to process a first call leg, wherein the first call leg conveys audio of a call involving the agent and a remote party, the SAS configured to generate a message identifying an audio informational message to be provided to the agent;a whisper bridge configured to bridge the first call leg with the SAS, a second call leg with the remote party, a third call leg with the agent, and a fourth call leg, wherein the audio of the fourth call leg is not provided to the second call leg of the remote party; and an announcement component configured to receive the message from the SAS and in response, provide the audio informational message to the whisper bridge on the fourth call leg, wherein the audio informational message is provided to the third call leg with the agent but not to the second call leg with the remote party. - View Dependent Claims (11, 12, 13, 14, 15)
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Specification