System and method for processing call records

• US 8,666,032 B2
• Filed: 04/30/2012
• Issued: 03/04/2014
• Est. Priority Date: 03/15/2002
• Status: Expired due to Fees

• Current Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Original Assignee: Intellisist, Inc. dba Spoken Communications (Avaya Incorporated)
• Inventors: Odinak, Gilad
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US13/460,701
• Publication Number:
  US 20120219126A1
• Time in Patent Office: 673 Days
• Field of Search: 379/265, 379/88.13, 379/88.22, 379/88.01
• US Class Current: 379/88.01
• CPC Class Codes: G10L 13/00 Speech synthesis; Text to speech systems
• 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 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/303 Marking
• 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 2203/558 Databases
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• 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 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/53366 Message disposing or creating aspects

Abstract

A system and method for processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored.

Claims

1. A system for processing call records, comprising:

a call processor to process a call between a caller and a live agent, comprising;

a speech recognition engine to receive a stream of verbal speech utterances from the caller and to convert the stream of verbal speech utterances into text;

a text-to-speech engine to receive text messages from the agent in response to the stream of verbal speech utterances and to convert the text messages into synthesized speech utterances;

a characteristic module to identify caller characteristics within the verbal speech utterances, comprising a determination module to determine the caller characteristics by analyzing speech pattern, inflection, tonality, accent, and pitch; and

a verbal speech utterance module to process the verbal speech utterances, comprising at least one of;

a speech recognition module to perform speech recognition on the verbal speech utterances; and

a marking module to mark certain verbal speech utterances for later use;

a telephony interface to provide the synthesized speech utterances to the caller;

a call record processor to process a record of the call comprising the verbal speech utterances and the synthesized speech utterances;

a display to present the processed record to a further live agent for manipulation;

a manipulation module to receive instructions from the further live agent and to manipulate the processed record according to the instructions; and

a database to store the manipulated record and the caller characteristics.

2. A system according to claim 1, wherein the manipulation by the further live agent comprises at least one of ranking the verbal speech utterances and reordering the verbal speech utterances.

3. A system according to claim 1, wherein the call record processing occurs during at least one of during the call and after the call.

4. A system according to claim 1, wherein the call is at least one of an incoming call and an outgoing call.

5. A system according to claim 1, wherein the text messages comprise one or more of pre-formed responses selected by the live agent or responses written by the live agent.

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

an agent tracker to track at least one of the live agent and the further live agent as one of logged-off, logged-on, and signed-on.

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

a script executor to execute one or more scripts, each comprising a grammar that defines a set of executable instructions for interactive question-and-response dialog with the caller; and

the database to store with the call record, the responses from the caller as text.

8. A system according to claim 1, wherein the display presents the call as a session with one or more other call sessions to the live agent.

9. A method for processing call records, comprising:

processing a call between a caller and a live agent, comprising;

receiving a stream of verbal speech utterances from the caller and converting the stream of verbal speech utterances into text;

receiving text messages from the agent in response to the stream of verbal speech utterances and converting the text messages into synthesized speech utterances;

identifying caller characteristics within the verbal speech utterances, comprising determining the caller characteristics by analyzing speech pattern, inflection, tonality, accent, and pitch; and

processing the verbal speech utterances, further comprising at least one of;

performing speech recognition on the verbal speech utterances; and

marking certain verbal speech utterances for later use;

providing the synthesized speech utterances to the caller;

processing a record of the call comprising the verbal speech utterances and the synthesized speech utterances;

presenting the processed record to a further live agent for manipulation;

receiving instructions from the further live agent and manipulating the processed record according to the instructions; and

storing the manipulated record and the caller characteristics.

10. A method according to claim 9, wherein the manipulation by the further live agent comprises at least one of ranking the verbal speech utterances and reordering the verbal speech utterances.

11. A method according to claim 9, wherein the call record processing occurs during at least one of during the call and after the call.

12. A method according to claim 9, wherein the call is at least one of an incoming call and an outgoing call.

13. A method according to claim 9, wherein the text messages comprise one or more of pre-formed responses selected by the live agent or responses written by the live agent.

14. A method according to claim 9, further comprising:

tracking at least one of the live agent and the further live agent as one of logged-off, logged-on, and signed-on.

15. A method according to claim 9, further comprising:

executing one or more scripts, each comprising a grammar that defines a set of executable instructions for interactive question-and-response dialog with the caller; and

storing with the call record, the responses from the caller as text.

16. A method according to claim 9, further comprising:

presenting to the live agent, the call as a session with one or more other call sessions.

17. A non-transitory computer readable storage medium storing code for executing on a computer system to perform the method according to claim 9.