Methods and systems for managing simulated real-time conversations

• US 10,341,488 B2
• Filed: 08/18/2015
• Issued: 07/02/2019
• Est. Priority Date: 03/18/2010
• Status: Active Grant

• Current Assignee: XL Equity LLC
• Original Assignee: Perfect Pitch Technology LLC
• Inventors: Munns, Jacob, Earnshaw, Berton, Rosenlund, Darren
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US14/829,436
• Publication Number:
  US 20150358465A1
• Time in Patent Office: 1,414 Days
• CPC Class Codes: H04M 2203/306 Prerecordings to be used during a voice call
• 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 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

Methods and systems for managing real-time conversations include are disclosed. In one or more examples, an audio response selected from among a plurality of selectable audio responses associated with a call script may be communicated to a caller. The call script can include a number of segments, and the segments may be associated with the selectable audio responses. In addition to the selectable audio response being communicated to the caller, background sound may also be mixed with the communicated audio response and communicated to the caller. Other aspects, embodiments, and features are also included.

Claims

1. A processing system that provides a service to an agent-operator, said system comprising a processor and a memory, and being programmed, via executable program instructions, to perform a method that comprises:

obtaining a plurality of selectable prerecorded audio responses associated with a call script, wherein the call script comprises a number of segments, the segments associated with the selectable prerecorded audio responses;

interacting with a caller;

communicating to the caller a prerecorded audio response provided from a database, wherein the communicated prerecorded audio response is selected from among the plurality of selectable prerecorded audio responses; and

communicating to the caller live ambient background noise channeled from a workplace associated with the agent-operator, wherein the live ambient background noise channeled from the workplace associated with the agent-operator is mixed with the communicated prerecorded audio response provided from the database.

2. The processing system of claim 1, wherein the method further comprises:

selecting a mode of interaction with the caller from among an automated mode, an agent-operator assist mode, and an agent-operator mode.

3. A method operational at an agent workstation for managing a real-time conversation, comprising:

interacting with a caller;

communicating to the caller a prerecorded audio response provided from a database, wherein the communicated prerecorded audio response is selected from among a plurality of selectable prerecorded audio responses associated with a call script, wherein the call script comprises a number of segments, the segments associated with the selectable prerecorded audio responses; and

communicating to the caller live ambient background noise channeled from a workplace associated with the agent-operator, wherein the live ambient background noise channeled from the workplace associated with the agent-operator is mixed with the communicated prerecorded audio response provided from the database.

4. The method of claim 3, further comprising:

selecting a mode of interaction with the caller from among an automated mode, an agent-operator assist mode, and an agent-operator mode.

5. A non-transitory processor-readable storage medium storing processor-executable programming for causing a processing circuit to:

obtain a plurality of selectable prerecorded audio responses associated with a call script, wherein the call script comprises a number of segments, the segments associated with the selectable prerecorded audio responses;

communicate to a caller a prerecorded audio response provided from a database, wherein the communicated prerecorded audio response is selected from among the plurality of selectable prerecorded audio responses; and

communicate to the caller live ambient background noise channeled from a workplace associated with the agent-operator, wherein the live ambient background noise channeled from the workplace associated with the agent-operator is mixed with the communicated prerecorded audio response provided from the database.

6. The processor-readable storage medium of claim 5, further comprising processor-executable programming for causing a processing circuit to:

select a mode of interaction with the caller from among an automated mode, an agent-operator assist mode, and an agent-operator mode.

7. A method for interacting with a contact center, the method comprising:

communicating with the contact center via a communications device, the contact center utilizing a call script comprising a number of segments, the segments associated with a number of nodes, the nodes associated with a number of prerecorded audio responses;

receiving via the communications device a prerecorded audio response played from a database of the contact center; and

receiving via the communications device live ambient background noise channeled from a workplace associated with the contact center, wherein the live ambient background noise channeled from the workplace associated with the agent-operator is mixed by the contact center with the prerecorded audio response provided from the database of the contact center.