System and method for call data processing

• US 10,044,860 B2
• Filed: 06/05/2017
• Issued: 08/07/2018
• 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, Sutherland, Alastair, Tolhurst, William A.
• Primary Examiner(s): Gauthier, Gerald
• Application Number:
  US15/614,428
• Publication Number:
  US 20170272573A1
• Time in Patent Office: 428 Days
• Field of Search: 345473, 379 3201, 379 671, 379 8801, 379 8811, 37912701, 37926502, 37926509, 37926606, 37926607, 379 8821, 37920102, 37920103, 37926601, 704260, 705 714
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• 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 2203/306 Prerecordings to be used during a voice call
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A system and method for call data processing are provided. Multiple call sessions are monitored for an agent on an agent console. The content of each call session is displayed on the agent console. A selection of a script is received from the agent and at least a portion of the script is provided to a participant of one such call session as synthesized speech. A text message is received from the agent for another participant of a different call session, while the script is provided to the participant of the one such call session. The received text message is converted to synthesized speech and the synthesized speech is provided to the other participant of the different call session while the script is provided to the participant of the one such call session.

Claims

1. A system for call data processing, comprising:

an agent console to display to an agent, multiple call sessions and the content for each call session;

a script module to receive from the agent, selection of a script and to provide at least a portion of the script as synthesized speech to a participant of one such call session;

a message module to receive from the agent a text message for the participant of a different call session while the script is provided to the participant of the one such call session;

a text-to-speech engine to convert the received text message to synthesized speech; and

a delivery module to provide the synthesized speech to the other participant of the different call session while the script is provided to the participant of the one such call session.

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

a call module to designate at least one of the call sessions as an active call session and to receive commands from the agent with respect to the active call session.

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

an instruction module to receive from the agent via one of a keystroke and pointer click, instructions to designate a different call session as an active call session.

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

a sliding control provided to the agent and to vary a level of automation of one or more of the call sessions based on a level of control indicated by the sliding control.

5. A system according to claim 4, wherein one end of the sliding control provides full automation for the one or more sessions and the other end of the sliding control requires manual responses from the agent for the one or more call sessions.

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

a script module to receive from the agent alterations to the script and to provide the altered script to the participant of the one such call session.

7. A system according to claim 6, wherein the alteration comprises one of additional content, change in an order of content in the script, and removal of content.

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

a telephony interface to allow the agent to communicate live with the participant of one of the call sessions.

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

a speech module to receive speech from the participant of one of the call sessions during that call session.

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

a speech conversion module to convert the speech from the participant to text; and

a form generator to populate a form with the text.

11. A method for call data processing, comprising:

monitoring for an agent, multiple call sessions on an agent console;

displaying on the agent console content of each call session;

receiving from the agent, selection of a script and providing at least a portion of the script as synthesized speech to a participant of one such call session;

receiving from the agent a text message for another participant of a different call session while the script is provided to the participant of the one such call session;

converting the received text message to synthesized speech; and

providing the synthesized speech to the other participant of the different call session while the script is provided to the participant of the one such call session.

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

designating at least one of the call sessions as an active call session; and

receiving commands from the agent with respect to the active call session.

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

receiving from the agent via one of a keystroke and pointer click, instructions to designate a different call session as an active call session.

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

providing the agent with a sliding control; and

varying a level of automation of one or more of the call sessions based on a level of control indicated by the sliding control.

15. A method according to claim 14, wherein one end of the sliding control provides full automation for the one or more call sessions and the other end of the sliding control requires manual responses from the agent for the one or more call sessions.

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

receiving from the agent alterations to the script; and

providing the altered script to the participant of the one such call session.

17. A method according to claim 16, wherein the alteration comprises one of additional content, change in an order of content in the script, and removal of content.

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

allowing the agent to communicate live with the participant of one of the call sessions.

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

receiving speech from the participant of one of the call sessions during that call session.

20. A method according to claim 19, further comprising:

converting the speech from the participant to text; and

populating a form with the text.