System and method for providing a message-based communications infrastructure for automated call center operation

• US 20030177009A1
• Filed: 02/14/2003
• Published: 09/18/2003
• Est. Priority Date: 03/15/2002
• Status: Active Grant

• Current Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Odinak, Gilad, Tolhurst, William A., Sutherland, Alastair
• Granted Patent: US 7,292,689 B2
• Time in Patent Office: Days
• US Class Current: 704/260
• 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 providing a message-based communications infrastructure for automated call center operation is described. A call from a user into a call center is accepted. The accepted call includes a stream of transcribed verbal speech utterances. Each transcribed verbal speech utterance is recorded as a user message. The accepted call is assigned to a session, which is then assigned to an agent. The call is progressively processed in the assigned session by presenting each user message to the assigned agent, executing commands responsive to the assigned agent, and sending an agent message to the user. The agent message includes a stream of synthesized audible speech utterances.

Claims

1. A system for providing a message-based communications infrastructure for automated call center operation, comprising:

a telephony interface accepting a call from a user into a call center, the accepted call comprising a stream of transcribed verbal speech utterances, each recorded as a user message;

a session manager assigning the accepted call to a session, which is assigned to an agent; and

an agent application progressively processing the call in the assigned session, comprising presenting each user message to the assigned agent, executing commands responsive to the assigned agent, and sending an agent message to the user, the agent message comprising a stream of synthesized audible speech utterances.

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

a script executed as one such command and provided as an automated question-and-response dialogue between the caller and the assigned agent.

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

a logically defined sliding control controlling progressive call processing between command and script execution responsive to the assigned agent.

4. A system according to claim 2, wherein the script comprises a grammar used to assist in transcribing the verbal speech utterances.

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

a script engine processing the script as a sequence of agent messages sent to the user as the synthesized speech utterances stream and a sequence of user messages received from the user as the transcribed speech utterances stream.

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

a set of interpretable instructions incorporating a grammar used to structure the script.

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

a pre-defined criteria prioritizing each accepted call as part of assigning the accepted call to the session.

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

a database storing each user message and agent message as uniquely identified records.

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

a structured log comprising each accepted call maintained by organizing the stored user messages and agent messages in the database.

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

a database storing agent profiles used in agent authentication, log-on and sign-on.

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

a database storing agent applications executable by an assigned agent.

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

a speech-to-text converter transcribing the stream of verbal speech utterances into the user messages.

13. A system according to claim 12, wherein the stream of verbal speech utterances is transcribed using at least one of the call center and a client system operated by the user.

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

a text-to-speech conversion synthesizing the stream of audible speech utterances from the agent messages.

15. A system according to claim 14, wherein the stream of audible speech utterances is synthesized using at least one of the call center and a client system operated by the user.

16. A system according to claim 1, wherein the verbal speech utterances are provided directly to the agent.

17. A system according to claim 1, wherein the session manager processes a text-to-text call, comprising at least one of accepting user messages directly from a client system operated by the user and dispatching user messages directly to the client system operated by the user.

18. A method for providing a message-based communications infrastructure for automated call center operation, comprising:

accepting a call from a user into a call center, the accepted call comprising a stream of transcribed verbal speech utterances, each recorded as a user message;

assigning the accepted call to a session, which is assigned to an agent; and

progressively processing the call in the assigned session, comprising;

presenting each user message to the assigned agent;

executing commands responsive to the assigned agent; and

sending an agent message to the user, the agent message comprising a stream of synthesized audible speech utterances.

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

executing a script, as one such command, provided as an automated question-and-response dialogue between the caller and the assigned agent.

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

logically defining a sliding control controlling progressive call processing between command and script execution responsive to the assigned agent.

21. A method according to claim 19, wherein the script comprises a grammar used to assist in transcribing the verbal speech utterances.

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

processing the script as a sequence of agent messages sent to the user as the synthesized speech utterances stream and a sequence of user messages received from the user as the transcribed speech utterances stream.

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

structuring the script as a set of interpretable instructions incorporating a grammar.

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

prioritizing each accepted call based on a pre-defined criteria as part of assigning the accepted call to the session.

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

storing each user message and agent message as uniquely identified records in a database.

26. A method according to claim 25, further comprising:

maintaining a structured log comprising each accepted call by organizing the stored user messages and agent messages in the database.

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

storing agent profiles used in agent authentication, log-on and sign-on in a database.

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

storing agent applications executable by an assigned agent in a database.

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

transcribing the stream of verbal speech utterances into the user messages through speech-to-text conversion.

30. A method according to claim 29, wherein the stream of verbal speech utterances is transcribed using at least one of the call center and a client system operated by the user.

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

synthesizing the stream of audible speech utterances from the agent messages through text-to-speech conversion.

32. A method according to claim 31, wherein the stream of audible speech utterances is synthesized using at least one of the call center and a client system operated by the user.

33. A method according to claim 18, wherein the verbal speech utterances are provided directly to the agent.

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

processing a text-to-text call, comprising at least one of;

accepting user messages directly from a client system operated by the user; and

dispatching user messages directly to the client system operated by the user.

35. A computer-readable storage medium holding code for performing the method according to claim 18.

36. A system for efficiently operating an automated call center through text-based messaging, comprising:

a telephony interface interfacing to a voice-based caller through a telephonic medium and exchanging audible speech utterances during a call into an automated call center;

a session manager managing each call as a session and assigning each session to an agent;

a speech recognition engine converting incoming audible speech utterances into machine-processable text messages provided to the agent assigned to the session;

an agent application executing an action specified by the assigned agent; and

a text-to-speech engine converting outgoing machine-processable text messages into audible speech utterances provided to the voice-based caller transacting the session.

37. A system according to claim 36, further comprising:

an audio cache caching pre-recorded sound bites comprising at least one of information and navigational audible speech utterances to the voice-based caller transacting the session.

38. A system according to claim 36, further comprising:

an audio cache caching pre-recorded sound bites comprising synthesized speech utterances used by the agent.

39. A system according to claim 36, further comprising:

one or more scripts incorporating a grammar and specifying question-and-answer dialogues submitted to the voice-based caller transacting the session.

40. A system according to claim 39, further comprising:

one or more forms completed with information provided via the one or more scripts.

41. A system according to claim 39, further comprising:

a script engine executing the scripts responsive to one such agent action.

42. A system according to claim 36, further comprising:

a graphical user interface to the agent within which the machine-processable text messages are provided and accepted.

43. A system according to claim 36, further comprising:

a message manager associating the incoming audible speech utterances with the machine-processable text messages and providing the associated incoming audible speech utterances to the agent for playback.

44. A system according to claim 36, further comprising:

a resource manager managing a plurality of resources comprising at least one of a session manager, telephonic medium interface, session manager, speech recognition, and text-to-speech.

45. A system according to claim 36, further comprising:

a database comprising at least one of a log database, agent profile database, and agent application database.

46. A system according to claim 36, further comprising:

providing concurrent operational capabilities, comprising at least one of a plurality of telephonic medium interfaces, speech recognition engines, and text-to-speech engines.

47. A system according to claim 36, wherein the telephonic medium comprises at least one of a Plain Old Telephone Service-based telephone system, a cellular telephone system, an Internet telephony system, and a Voice over IP system.

48. A method for efficiently operating an automated call center through text-based messaging, comprising:

interfacing to a voice-based caller through a telephonic medium and exchanging audible speech utterances during a call into an automated call center;

managing each call as a session and assigning each session to an agent;

converting incoming audible speech utterances into machine-processable text messages provided to the agent assigned to the session;

executing an action specified by the assigned agent; and

converting outgoing machine-processable text messages into audible speech utterances provided to the voice-based caller transacting the session.

49. A method according to claim 48, further comprising:

caching pre-recorded sound bites comprising at least one of information and navigational audible speech utterances to the voice-based caller transacting the session.

50. A method according to claim 48, further comprising:

caching pre-recorded sound bites comprising synthesized speech utterances used by the agent.

51. A method according to claim 48, further comprising:

defining one or more scripts incorporating a grammar and specifying question-and-answer dialogues submitted to the voice-based caller transacting the session.

52. A method according to claim 51, further comprising:

completing one or more forms with information provided via the one or more scripts.

53. A method according to claim 51, further comprising:

executing the scripts responsive to one such agent action.

54. A method according to claim 48, further comprising:

providing a graphical user interface to the agent within which the machine-processable text messages are provided and accepted.

55. A method according to claim 48, further comprising:

associating the incoming audible speech utterances with the machine-processable text messages; and

providing the associated incoming audible speech utterances to the agent for playback.

56. A method according to claim 48, further comprising:

managing a plurality of resources comprising at least one of a session manager, telephonic medium interface, session manager, speech recognition, and text-to-speech.

57. A method according to claim 48, further comprising:

maintaining a database comprising at least one of a log database, agent profile database, and agent application database.

58. A method according to claim 48, further comprising:

providing concurrent operational capabilities, comprising at least one of a plurality of telephonic medium interfaces, speech recognition engines, and text-to-speech engines.

59. A method according to claim 48, wherein the telephonic medium comprises at least one of a Plain Old Telephone Service-based telephone system, a cellular telephone system, an Internet telephony system, and a Voice over IP system.

60. A computer-readable storage medium holding code for performing the method according to claim 48.

61. An apparatus for efficiently operating an automated call center through text-based messaging, comprising:

means for interfacing to a voice-based caller through a telephonic medium and exchanging audible speech utterances during a call into an automated call center;

means for managing each call as a session and assigning each session to an agent;

means for converting incoming audible speech utterances into machine-processable text messages provided to the agent assigned to the session;

means for executing an action specified by the assigned agent; and

means for converting outgoing machine-processable text messages into audible speech utterances provided to the voice-based caller transacting the session.