Systems and methods of using machine translation in contact handling systems

• US 8,842,821 B2
• Filed: 01/06/2012
• Issued: 09/23/2014
• Est. Priority Date: 11/22/2011
• Status: Active Grant

• Current Assignee: inContact Incorporated (Nice Ltd)
• Original Assignee: inContact Incorporated (Nice Ltd)
• Inventors: Kelly, Shane Michael, Horrocks, Adam
• Primary Examiner(s): SING, SIMON P
• Application Number:
  US13/345,559
• Publication Number:
  US 20130129058A1
• Time in Patent Office: 991 Days
• Field of Search: 379/88.14, 37926501-2661
• US Class Current: 379/265.12
• CPC Class Codes: G06F 9/00 Arrangements for program control, e.g. control units program control for peripheral devices G06F13/10
• CPC Class Codes: G06Q 30/01 Customer relationship services
• CPC Class Codes: H04M 1/64 Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations centralised dictation systems H04M11/10
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2203/353 where the information comprises non-audio but is provided over voice channels protocols for multimedia information services per se H04L65/00
• CPC Class Codes: H04M 2203/402 Agent or workforce management
• CPC Class Codes: H04M 2242/12 Language recognition, selection or translation arrangements
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Methods and apparatus for facilitation communication between a customer requesting accommodation of a particular language and an available agent not proficient in the particular language through use of machine translation are disclosed. The method can include receiving a communication request from the customer, including a request that the communication accommodate the particular language. The method can include determining that the contact handling system is unlikely to accommodate the communication request via an agent proficient in the requested language within a threshold time period. The method can include beginning communication between the customer and an available agent not proficient in the particular language using machine translation to facilitate the communication.

Claims

1. A method for facilitating communication between a customer requesting communication using a particular language and an available agent not proficient in the particular language requested, the communication facilitated through use of machine translation when an agent proficient in the particular language is unavailable to accommodate the language request in a contact handling system, the method comprising:

receiving, at the contact handling system, a communication request from the customer via a first media type, the communication request including a request that the communication accommodate the particular language;

determining that the contact handling system cannot guarantee accommodation of the communication request via an agent proficient in the particular language requested within a threshold time period;

determining that the contact handling system does not support machine translation of the particular language requested via the first media type;

transmitting an offer to the customer, the offer including a second media type that will support machine translation of the particular language requested;

transitioning the contact to the second media type; and

beginning communication between the customer and an available agent not proficient in the particular language via the second media type using machine translation to facilitate communication between the customer and the available agent.

2. The method of claim 1, wherein the contact handling system further includes:

an agent workstation, which allows the agent to interact with customers, media, and the contact handling system;

a media server, which handles connection paths for media; and

an automatic contact distributor, which tracks the state of contacts and agents, the automatic contact distributor supplying available agents with waiting media.

3. The method of claim 2, wherein the contact handling system further includes:

an interactive voice response unit, which provides pre-recorded audio prompts to incoming voice media.

4. The method of claim 2, wherein the machine translation occurs at least partially at the agent workstation.

5. The method of claim 2, wherein the machine translation occurs at least partially at the media server.

6. The method of claim 1, wherein the communication includes speech based communication.

7. The method of claim 6, wherein speech recognition is used to recognize the speech based communication.

8. The method of claim 1, wherein the communication includes text based communication.

9. The method of claim 1, wherein the communication includes speech synthesis.

10. A tangible computer readable medium having encoded thereon computer-executable instructions which, when executed by a computer, cause the computer to perform the method of claim 1.

16. The method of claim 10, wherein the second language communication includes text based communication.

17. The method of claim 10, wherein facilitating communication further includes:

communicating the translation of the second language communication to the customer audibly using speech synthesis.

11. A method for shortening wait times for a customer requesting accommodation of a first language through use of machine translation to facilitate communication between the customer and a contact handling system when an agent proficient in the first language is unavailable to accommodate the language request in the contact handling system including an agent workstation, a media server, and an automatic contact distributor, the method comprising:

receiving, at the contact handling system, a communication request from a customer, the communication request including a request that the communication accommodate the first language;

determining that the contact handling system cannot guarantee accommodation of the communication request via an agent proficient in the first language requested within a threshold time period, the threshold time period based at least in part on an effectiveness of machine translation between the first language and a second language; and

facilitating communication between the customer and an available agent;

not proficient in the first language; and

proficient in the second language;

wherein facilitating communication between the customer and the available agent includes;

using machine translation to translate first language communication from the customer to second language communication; and

using machine translation to translate second language communication from the agent to first language communication.

12. The method of claim 11, wherein the contact handling system further includes an interactive voice response unit.

13. The method of claim 11, wherein the first language communication includes speech based communication.

14. The method of claim 12, wherein facilitating communication further includes:

using speech recognition to recognize the first language communication.

15. The method of claim 14, wherein facilitating communication further includes:

displaying a text translation of the first language communication at the agent workstation.

18. A tangible computer readable medium having encoded thereon computer-executable instructions which, when executed by a computer, cause the computer to perform the method of claim 11.

19. A contact handling system comprising:

an agent workstation, which allows an agent to interact with customers, media, and the contact handling system;

a media server, which handles connection paths for media;

an automatic contact distributor, which tracks the state of contacts and agents, supplying available agents with waiting media;

an electronic processor;

a tangible computer readable medium having executable instructions stored thereon for performing a method for improving a contact with a customer and the agent, the method including;

receiving, at the contact handling system, a communication request from a customer, the communication request including a request that the communication accommodate the first language;

determining that the contact handling system cannot guarantee accommodation of the communication request via an agent proficient in the first language requested within a threshold time period, the threshold time period based at least in part on an effectiveness of machine translation between the first language and a second language;

querying the customer for the customer'"'"'s preferences regarding machine translation, including;

informing the customer of an estimated time to communicate with an agent proficient in the preferred language; and

giving the customer an option of;

communicating with an available agent via machine translation;

selecting a third language for the communication to alternately accommodate; and

waiting for an agent proficient in the first language; and

facilitating communication between the customer and an available agent via the first language, the available agent being;

not proficient in the first language; and

proficient in the second language;

wherein facilitating communication between the customer and the available agent via the first language includes;

using machine translation to translate first language communication from the customer to second language communication; and

using machine translation to translate second language communication from the agent to first language communication.