System and method for responding to email and self help requests
First Claim
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1. A method of operating an customer service center, comprising the steps of:
- (a) populating a database with a plurality of text queries;
(b) populating the database with a plurality of responses;
(c) indexing the database;
(d) receiving a request for service at a customer service center over a computer network from a user;
(e) receiving a text query at the customer service center;
(f) searching the database for a similar text query;
(g) when the similar text query is found in the database, transmitting an appropriate text response and a corresponding voice response to the user.
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Accused Products
Abstract
A customer service center (10) includes a server (12) connected to a computer network (18). The server (12) contains a speech recognition system (14). An operator station (16) is capable of connecting to the server (12). A microphone (19) is connected to the operator station (16). A codec (20) is connected to the microphone (19) and the operator station (16).
60 Citations
40 Claims
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1. A method of operating an customer service center, comprising the steps of:
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(a) populating a database with a plurality of text queries;
(b) populating the database with a plurality of responses;
(c) indexing the database;
(d) receiving a request for service at a customer service center over a computer network from a user;
(e) receiving a text query at the customer service center;
(f) searching the database for a similar text query;
(g) when the similar text query is found in the database, transmitting an appropriate text response and a corresponding voice response to the user. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A method of operating an online customer service center, comprising the steps of:
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(a) populating a database with a plurality of text queries and a plurality of associated responses;
(b) indexing the database;
(c) receiving a query at the online customer service center from a user;
(e) searching the database for a similar query;
(f) when the similar query is found, finding an associated response in the database;
(g) transmitting the associated response to the user. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27, 28)
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29. An customer service center, comprising:
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a server connected to a computer network containing a speech recognition system;
a database connected to the server;
a data mining system connected to the server and the database;
an operator station capable of connecting to the server; and
a microphone connected to the operator station. - View Dependent Claims (30, 31, 32, 33, 34, 35)
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36. A method of operating an online customer service center, comprising the steps of:
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(a) dialing a telephone number of a customer service center by a user;
(b) speaking a voice query;
(c) converting the voice query into a text query;
(d) searching a database for a similar text query;
(e) associating the similar text query with a response; and
(f) sending the response to the user. - View Dependent Claims (37, 38, 39, 40)
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Specification