System and method for processing multi-modal communications within a call center

• US 9,014,362 B2
• Filed: 08/11/2014
• Issued: 04/21/2015
• 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, Sutherland, Alastair
• Primary Examiner(s): ADDY, THJUAN KNOWLIN
• Application Number:
  US14/457,050
• Publication Number:
  US 20140348320A1
• Time in Patent Office: 253 Days
• Field of Search: 379/265.01, 379/88.13, 379/265.02, 379/265.05, 379/210.01, 379/88.01, 704/270.1, 455/412.1, 455/412.2
• US Class Current: 379/265.01
• CPC Class Codes: G10L 13/08 Text analysis or generation of parameters for speech synthesis out of text, e.g. grapheme to phoneme translation, prosody generation or stress or intonation determination
• 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 2203/357 Autocues for dialog assistance
• CPC Class Codes: H04M 2203/4536 Voicemail combined with text-based messaging
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• 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 3/5133 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 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04W 4/12 : Messaging; Mailboxes; Announcements

Abstract

A system and method for processing multi-modal communications is provided. A call is received into a call center via a telephone. The call includes an inquiry of incoming speech utterances from a caller. The call is assigned to an agent within the call center. Transcribed text is generated by performing automatic speech recognition on the incoming speech utterances. The transcribed text is displayed to the agent via a display. Text messages from the caller are separately received into the call center via the telephone during the call. The text messages are identified as originating from the caller of the call and displayed to the agent.

Claims

1. A system for processing multi-modal communications, comprising:

a call received into a call center via a telephone, wherein the call comprises an inquiry of incoming speech utterances from a caller;

an automatic call distributor to assign the call to an agent within the call center;

a speech-to-text generator to generate transcribed text by performing automatic speech recognition on the incoming speech utterances;

a display to display the transcribed text to the agent;

text messages separately received into the call center during the call from the caller via the telephone;

a identification module to identify the text messages as originating from the caller of the call; and

the display to display the text messages to the agent of the call.

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

an assignment module to assign a caller identification number to the call and to further assign the caller identification number to each of the text messages; and

a match module to match the text messages to the call via the caller identification numbers upon arrival into the call center.

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

a log of the call comprising the transcribed text and the text messages.

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

a flagging module to flag the text messages in the log as verbatim caller data.

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

a receipt module to receive from the agent, a response to the caller'"'"'s inquiry; and

a delivery module to provide the response to the caller.

6. A system according to claim 5, wherein the response from the agent is one of a manually determined response and a predetermined response.

7. A system according to claim 5, wherein the response comprises one or more of reply text messages and reply speech utterances.

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

a text-to-speech converter to convert the text messages of the agent to synthesized speech utterances before providing the response to the caller.

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

a monitor to simultaneously monitor at least one other call assigned to the agent with the call by the caller;

a receipt module to receive incoming speech utterances and text messages from a caller of the other call; and

the display to display the incoming speech utterances and text messages.

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

a delivery module to provide the incoming speech utterances to the agent with the transcribed text.

11. A method for processing multi-modal communications, comprising:

receiving a call via a telephone into a call center, wherein the call comprises an inquiry of incoming speech utterances from a caller;

assigning the call to an agent within the call center;

generating transcribed text by performing automatic speech recognition on the incoming speech utterances;

displaying the transcribed text to the agent via a display;

separately receiving into the call center during the call, text messages from the caller via the telephone;

identifying the text messages as originating from the caller of the call; and

displaying the text messages to the agent.

12. A method according to claim 11, further comprising:

assigning a caller identification number to the call;

further assigning the caller identification number to each of the text messages; and

matching the text messages to the call via the caller identification numbers upon arrival into the call center.

13. A method according to claim 11, further comprising:

generating a log of the call comprising the transcribed text and the text messages.

14. A method according to claim 13, further comprising:

flagging the text messages in the log as verbatim caller data.

15. A method according to claim 11, further comprising:

receiving from the agent, a response to the caller'"'"'s inquiry; and

providing the response to the caller.

16. A method according to claim 15, wherein the response from the agent is one of a manually determined response and a predetermined response.

17. A method according to claim 15, wherein the response comprises one or more of reply text messages and reply speech utterances.

18. A method according to claim 17, further comprising:

converting the text messages of the agent to synthesized speech utterances before providing the response to the caller.

19. A method according to claim 11, further comprising:

simultaneously monitoring at least one other call assigned to the agent with the call by the caller;

receiving incoming speech utterances and text messages from a caller of the other call; and

displaying the incoming speech utterances and text messages on the display of the agent.

20. A method according to claim 11, further comprising:

providing the incoming speech utterances to the agent with the transcribed text.