Method of operating an ordering call center using voice recognition technology

• US 9,942,404 B1
• Filed: 02/27/2015
• Issued: 04/10/2018
• Est. Priority Date: 04/02/2012
• Status: Active Grant

• Current Assignee: Ipdev Company
• Original Assignee: Ipdev Company
• Inventors: Kargman, James B.
• Primary Examiner(s): Teshale, Akelaw
• Application Number:
  US14/633,694
• Time in Patent Office: 1,138 Days
• Field of Search: 379 8801- 8805, 379 8827, 379 9312, 37910016, 37938804, 3792651-2661, 379 9321, 37926511
• CPC Class Codes: G10L 15/065 Adaptation
• CPC Class Codes: H04M 3/5125 with remote located operators
• 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 3/5232 Call distribution algorithms

Abstract

A system and method are provided for operating a call order center, comprising: obtaining voice training data for a call center service representative (CCSR) for phrases associated with an ordering process or products associated with the call order center; receiving customer call for an order by the CCSR on a telephone; activating a voice recognition system that accesses the CCSR voice training data via a switch; during a telephone call, issuing commands and providing data by the CCSR associated with the order to the voice recognition system that are translated and entered into an ordering system by the voice recognition system; and deactivating the voice recognition system via the switch. A role can be assigned to or deassigned from an employee based on their location relative to a particular location point within a work area.

Claims

1. A method for operating an order center, comprising:

obtaining voice training data from an order center service representative (OCSR) for phrases that the OCSR will use with an ordering process or products associated with the order center;

receiving customer communication for an order by the OCSR;

activating a voice recognition system that accesses the OCSR voice training data via a switch by the OCSR;

during the customer communication, issuing spoken voice commands and providing information by the OCSR associated with the order and corresponding to the OCSR voice training data to the voice recognition system that are translated and entered into an ordering system by the voice recognition system; and

deactivating the voice recognition system via the switch by the OCSR.

2. The method according to claim 1, wherein the switch is a software switch and the activating is performed by the OCSR saying a predefined activation phrase.

3. The method according to claim 1, wherein the switch is a hardware switch that is activated by the OCSR physically interacting with the switch.

4. The method according to claim 1, further comprising:

interacting, by the OCSR with the ordering system, to update the order information translated and entered by the voice recognition system.

5. The method according to claim 1, wherein the commands issued by the OCSR to the voice recognition system during the customer communication are entered in an audio quality greater than a telephone company bandwidth of 300-3400 Hz.

6. The method according to claim 1, wherein the training data for the OCSR is divided into dynamically changing training data, and invariant training data.

7. The method according to claim 6, further comprising:

periodically updating the dynamically changing training data, but not the invariant training data.

8. The method according to claim 1, wherein the commands issued by the OCSR are provided as in-band commands.

9. The method according to claim 1, further comprising:

interacting, by the OCSR, with a display while the voice recognition system is active to modify the translated and entered commands or information.

10. The method according to claim 1, wherein the activating via a switch is done via a gesture of the OCSR.

11. A system for operating an order center, comprising:

a memory that stores voice training data from an order center service representative (OCSR) for phrases that the OCSR will use with an ordering process or products associated with the order center;

a switch that the OCSR utilizes to activate and deactivate a voice recognition system that accesses the OCSR voice training data; and

a translator of the voice recognition system that translates, during the customer communication, spoken voice commands issued and information provided by the OCSR associated with the order and corresponding to the OCSR voice training data to the voice recognition system and enters the translated commands into an ordering system using a processor.

12. A method for operating an order center, comprising:

obtaining voice training data for an order center service representative (OCSR) for phrases associated with an ordering process or products associated with the order center;

receiving a customer communication for an order by the OCSR;

activating a voice recognition system that accesses the OCSR voice training data via a switch;

during the customer communication, issuing commands and providing information by the OCSR associated with the order to the voice recognition system that are translated and entered into an ordering system by the voice recognition system;

deactivating the voice recognition system via the switch; and

obtaining information regarding a gesture of the OCSR and utilizing the obtained information to assist in entering or modifying the translated and entered commands or information.