System and method for providing automated call center post-call processing
First Claim
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1. A system for providing automated call center post-call processing, comprising:
- a call processor to automatically process a call through a call center by executing a customer support scenario controlled by an agent via one or more scripts;
a sliding control to vary a level of automation used in executing the customer support scenario by altering a course of at least one of the scripts;
a post-call processor to identify verbal speech utterances from a speaker in a stream of user messages recorded during the customer support scenario and parsed from the call;
a database to store the stream of user messages maintained by the call center; and
a command processor to process the user messages following completion of the call comprising identifying aspects of the call, wherein the aspects comprise at least one of a general flow of the call and one or more characteristics of the speaker, and to manipulate at least one of the verbal speech utterances, wherein the manipulation comprises at least one of ranking the at least one verbal speech utterance and editing the at least one verbal speech utterance.
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Abstract
A system and method for providing a message-based communications infrastructure for automated call center post-call processing is described. Verbal speech utterances in a stream of recorded user messages are identified. The recorded user messages are parsed from a call with a user into a call center. The stream of recorded user messages are stored into a database maintained by the call center. The call is processed through an agent. One or more of the user messages is presented to the agent. Commands on the user messages are executed responsive to the agent.
144 Citations
17 Claims
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1. A system for providing automated call center post-call processing, comprising:
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a call processor to automatically process a call through a call center by executing a customer support scenario controlled by an agent via one or more scripts; a sliding control to vary a level of automation used in executing the customer support scenario by altering a course of at least one of the scripts; a post-call processor to identify verbal speech utterances from a speaker in a stream of user messages recorded during the customer support scenario and parsed from the call; a database to store the stream of user messages maintained by the call center; and a command processor to process the user messages following completion of the call comprising identifying aspects of the call, wherein the aspects comprise at least one of a general flow of the call and one or more characteristics of the speaker, and to manipulate at least one of the verbal speech utterances, wherein the manipulation comprises at least one of ranking the at least one verbal speech utterance and editing the at least one verbal speech utterance. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method for providing automated call center post-call processing, comprising:
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automatically processing a call through a call center by executing a customer support scenario controlled by an agent via one or more scripts; providing a sliding control to the agent and varying a level of automation used in executing the customer support scenario by altering a course of at least one of the scripts; identifying verbal speech utterances from a speaker in a stream of user messages recorded during the customer support scenario and parsed from the call; storing the stream of user messages into a database maintained by the call center; and processing the user messages following completion of the call comprising identifying aspects of the call, wherein the aspects comprise at least one of a general flow of the call and one or more characteristics of the speaker, and manipulating at least one of the verbal speech utterances, wherein the manipulation comprises at least one of ranking the at least one verbal speech utterance and editing the at least one verbal speech utterance. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. An apparatus for providing automated call center post-call processing, comprising:
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means for automatically processing a call through a call center by executing a customer support scenario controlled by an agent via one or more scripts; means for providing a sliding control to the agent and varying a level of automation used in executing the customer support scenario by altering a course of at least one of the scripts; means for identifying verbal speech utterances from a speaker in a stream of user messages recorded during the customer support scenario and parsed from the call; means for storing the stream of user messages into a database maintained by the call center; and means for processing the user messages following completion of the call comprising means for identifying aspects of the call, wherein the aspects comprise at least one of a general flow of the call and one or more characteristics of the speaker, and means for manipulating at least one of the verbal speech utterances, wherein the manipulation comprises at least one of ranking the at least one verbal speech utterance and editing the at least one verbal speech utterance.
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Specification