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System and method for automated call center operation facilitating agent-caller communication

  • US 9,942,401 B2
  • Filed: 05/26/2017
  • Issued: 04/10/2018
  • Est. Priority Date: 03/15/2002
  • Status: Expired due to Term
First Claim
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1. A system for automated call center operation facilitating agent-caller communication, comprising:

  • a display to simultaneously display for an agent multiple call sessions with users;

    an active call session module to identify one of the call sessions as active and to allow the agent to communicate with the user of that call session;

    a receipt module to receive for each of the remaining call sessions, speech utterances from the user participating in that call session;

    a transcription module to transcribe each received speech utterance from the users of the remaining call sessions, wherein each transcribed speech utterance is displayed with the associated call session while the agent is communicating with the user of the active call; and

    a message module to receive during the call sessions text messages from one or more of the user of the active call and at least one of the users of the remaining call sessions, wherein the text messages are displayed with the associated call sessions while the agent is communicating with the user of the active call session.

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