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US 6,640,210 B1Granted
Customer service operation using wav files
OwnerFrederick Anthony Schaefer, Paul Michael Brashearinventors
Life of this patent
Estimating the term…
Abstract
A customer service center includes a server connected to a computer network. The server contains a speech recognition system. An operator station is capable of connecting to the server. A microphone is connected to the operator station. A codec is connected to the microphone and the operator station.
Claims32
A method of operating a customer service center, comprising the steps of:
- a) receiving a request for service at a customer service center over a computer network from a user;
- b) receiving a text based query at the customer service center;
- c) responding verbally to the text based query to form a voice response in a WAV format;
- d) performing a voice to text conversion to form a text response at customer service center;
- and
- e) transmitting the text based response and voice based response to the user over the computer network.
3 more elements
A customer service center, comprising:
- a server connected to a computer network containing a speech recognition system;
- a preferred format identification system used to determine if an audio player is WAV compatible, capable of operating on the server, the preferred format identification system providing an audio response in a WAV format when the audio player is WAV compatible;
- an operator station capable of connecting to the server;
- a microphone connected to the operator station;
- and
- a codec connected to the microphone and the operator station.
3 more elements
A method of operating a customer service center, comprising the steps of:
- a) receiving a query over a computer network;
- b) selecting either a voice response or a standard response;
- c) when the standard response is selected, selecting one of a plurality of preprogrammed responses, the one of the plurality of preprogrammed responses including a voiced reply and a text reply;
- d) transmitting the voiced reply and the text reply to a requesting computer over the computer network;
- and
- e) playing the voice based response at a user computer without requiring a software plug-in.
3 more elements
Dependencies are inferred from the claim text.