System and method for automated call center operation facilitating agent-caller communication
First Claim
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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Accused Products
Abstract
A system and method for automated call center operation facilitating agent-caller communication are provided. Multiple call sessions with users are simultaneously provided for an agent on a display. One of the call sessions is identified as active and the agent is allowed to communicate with the user of that call session. Speech utterances for each of the remaining call sessions are received from the user participating in that call session. Each received speech utterance is transcribed and displayed with the associated call session while the agent is communicating with the user of the active call. During the call sessions, text messages are received from one or more of the user of the active call and at least one of the users of the remaining call sessions. 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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Citations
20 Claims
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1. A system for automated call center operation facilitating agent-caller communication, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method for automated call center operation facilitating agent-caller communication, comprising:
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simultaneously providing for an agent on a display multiple call sessions with users; identifying one of the call sessions as active and allowing the agent to communicate with the user of that call session; receiving for each of the remaining call sessions, speech utterances from the user participating in that call session; transcribing each received speech utterance from the users of the remaining call sessions; displaying on the display each transcribed speech utterance with the associated call session while the agent is communicating with the user of the active call; receiving 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; and displaying the text messages with the associated call sessions while the agent is communicating with the user of the active call session. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification