Computer-Implemented System And Method For Call Response Processing
AssigneeIntellisist, Inc.
InventorsAdam Waalkes, Alastair Sutherland, Gilad Odinak, Haodong Howard Jiang
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Abstract
A computer-implemented system and method for call response processing is provided. A call is monitored between an agent and a customer. A stream of speech with inquiries from the customer is received during the call. At least a portion of a script is received from the agent in response to one of the inquiries from the customer, and a spoken response is provided to the customer based on the script from the agent. A text message is further received from the agent in response to another of the inquiries from the customer. The text message is converted to a spoken response and provided to the customer.
Claims20
A computer-implemented system for call response processing, comprising:
- a monitor to monitor a call between an agent and a customer;
- a speech module to receive a stream of speech with inquiries from the customer;
- a script module to receive from the agent at least a portion of a script in response to one of the inquiries from the customer and to provide a spoken response to the customer based on the script from the agent;
- a text module to receive from the agent a text message in response to another of the inquiries from the customer;
- and
- a text-to-speech module to convert the text message to a spoken response and to provide the spoken response to the customer.
A computer-implemented method for call response processing, comprising:
- monitoring a call between an agent and a customer;
- receiving a stream of speech with inquiries from the customer;
- receiving from the agent at least a portion of a script in response to one of the inquiries from the customer;
- providing a spoken response to the customer based on the script from the agent;
- further receiving from the agent a text message in response to another of the inquiries from the customer;
- converting the text message to a spoken response;
- and
- providing the spoken response to the customer.
Dependencies are inferred from the claim text.