Handling of disconnected calls in an omnichannel call center
AssigneeInternational Business Machines Corporation
InventorsFang Lu, John Russell Gerberich, Zachary Augustus Silverstein, Jeremy R. Fox, Logan Bailey
Life of this patent
Estimating the term…
Abstract
In an omnichannel call center, a voice call between a caller and an agent is monitored, including generating text of the voice call in real time, and using Natural language processing (NLP) on the text to determine whether the call has been prematurely disconnected. If the call was prematurely disconnected, an alternative communication channel between the caller and the agent is established.
Claims20
A computer-implemented method for an omnichannel call center, the computer-implemented method comprising:
- monitoring a voice call between a caller and an agent, comprising;
- generating text of the voice call in real time;
- and
- using natural language processing (NLP) on the text to determine whether the call has been prematurely disconnected;
- and
- if the call was prematurely disconnected, establishing an alternative communication channel between the caller and the agent.
A computer system for an omnichannel call center, the computer system comprising a memory having computer readable instructions;
- and one or more processors for executing the computer readable instructions to configure the computer system to perform a method comprising:
- monitoring a voice call between a caller and an agent at the omnichannel call center, wherein the monitoring includes;
- generating text of the voice call in real time;
- and
- using natural language processing (NLP) on the text to determine whether the call has been prematurely disconnected;
- and
- if the call was prematurely disconnected, establishing an alternative communication channel between the caller and the agent.
A computer program product comprising one or more computer-readable memory devices encoded with data including instructions that, when executed, causes a processor set to carry out a method for an omnichannel call center, the method comprising:
- monitoring a voice call between a caller and an agent at the omnichannel call center, wherein the monitoring includes;
- generating text of the voice call in real time;
- and
- using natural language processing (NLP) on the text to determine whether the call has been prematurely disconnected;
- and
- if the call was prematurely disconnected, establishing an alternative communication channel between the caller and the agent.
Dependencies are inferred from the claim text.