Employing speech recognition and key words to improve customer service
AssigneeInternational Business Machines Corporation
InventorsCarl Phillip Gusler, Rick Allen Hamilton II, Timothy Moffett Waters
Life of this patent
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Abstract
The invention comprises capturing a customer's speech, recognizing a key word in the customer's speech, searching a database, and retrieving information from the database. The retrieving is a real-time process, completed during a conversation involving the customer and a customer service representative. Examples include methods employing computerized speech recognition and key words to improve customer service, systems for executing methods of the present invention, and instructions on a computer-usable medium, or resident in a computer system, for executing methods of the present invention.
Claims23
A method for handling information used in customer service, said method comprising:
- capturing a customer's speech;
- recognizing a key word in said customer's speech;
- based on said key word, searching a database;
- and
- retrieving information from said database;
- wherein said retrieving is completed during a conversation involving said customer and a customer service representative.
A method for handling information used in customer service, said method comprising:
- receiving speech input from a customer;
- performing speech recognition on said speech input to generate a text equivalent;
- parsing said text to identify a key word;
- searching for an occurrence of said key word in a database;
- and
- retrieving information from said database;
- wherein said retrieving is completed during a conversation involving said customer and a customer service representative.
A system for handling information used in customer service, said system comprising:
- means for receiving speech input from a customer;
- means for performing speech recognition on said speech input to generate a text equivalent;
- means for parsing said text to identify a key word;
- means for searching for an occurrence of said key word in a database;
- and
- means for retrieving information from said database;
- wherein said means for retrieving completes its operation during a conversation involving said customer and a customer service representative.
A computer-usable medium having computer-executable instructions for handling information used in customer service, said computer-executable instructions comprising:
- means for receiving speech input from a customer;
- means for performing speech recognition on said speech input to generate a text equivalent;
- means for parsing said text to identify a key word;
- means for searching for an occurrence of said key word in a database;
- and
- means for retrieving information from said database;
- wherein said means for retrieving completes its operation during a conversation involving said customer and a customer service representative.
Dependencies are inferred from the claim text.