US 6,959,080 B2 · Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection

Abstract

A method and apparatus are provided for accepting a call by an automatic call distributor and for automatic call handling of the call. The apparatus for automatic call handling has: a call receiving system that outputs at least one voice signal; a text voice converter having an input for the at least one voice signal, the text voice converter converting the voice signal to a text stream and providing the text stream on an output thereof; an emotion detector having an input for the at least one voice signal, the emotion detector detecting at least one emotional state in the voice signal and producing at least one tag indicator indicative thereof on an output of the emotion detector; and a scripting engine having inputs for the text stream and the at least one tag indicator, the scripting engine providing on an output thereof at least one response based on the text stream and on the at least one tag indicator. The method and apparatus provides the agents with scripts that are based on not only the content of the call from a caller, but that are also based upon the emotional state of the caller. As a result, there is a decrease in call duration, which decreases the cost of operating a call center. This decrease in the cost is a result in the amount of time an agent spends based on the agent's hourly rate and the costs associated with time usage of inbound phone lines or trunk lines.

Drawings

Drawings are temporarily unavailable. Open the PDF at USPTO

Drawings

Claims27

Dependent claims

A method of automatic call handling using a plurality of previously prepared scripts that follow a predetermined format and a predetermined story line during presentation, such method comprising:

receiving a voice signal;
converting the voice signal to a text stream;
detecting at least one emotional state in the voice signal and producing at least one tag signal indicative thereof;
determining a response under the predetermined format and predetermined story line from the text stream and the at least one tag indicator, said determined response further comprising a script of the plurality of previously prepared scripts wherein each script of the plurality of scripts contains a listing of next scripts along with a condition for selecting a particular next script and wherein the determining step further comprises determining the next script by matching the condition of one of the plurality of scripts with a content of the text stream and at least one tag indicator.

1 more element

An apparatus for automatic call handling using a plurality of previously prepared scripts that follow a predetermined format and a predetermined story line during presentation, the apparatus comprising:

call receiving system that outputs at least one voice signal;
text to voice converter having an input for the at least one voice signal, the text to voice converter converting the voice signal to a text stream and providing the text stream on an output thereof;
emotion detector having an input of the at least one voice signal, the emotion detector detecting at least one emotional state in the voice signal and producing at least one tag signal indicative thereof on an output thereof;
and
scripting engine having inputs for the text stream and the at least one tag indicator, the scripting engine providing on an output thereof at least one response based on the text stream, the predetermined story line and the at least one tag said scripting engine further comprising the plurality of previously prepared scripts wherein each script of the plurality of scripts contains a listing of next scripts along with a condition for selecting a particular next script and wherein the provided response further comprises the next script determined by matching the condition of one of the plurality of scripts with a content of the text stream and at least one tag indicator.

2 more elements

Dependencies are inferred from the claim text.

Description3,361 words

Summary727 words

#The field of the invention relates to telephone systems and, in particular, to automatic call distributors.

#Automatic call distribution systems are known. Such systems are typically used, for example, within private branch telephone exchanges as a means of distributing telephone calls among a group of agents. While the automatic call distributor may be a separate part of a private branch telephone exchange, often the automatic call distributor is integrated into and is an indistinguishable part of the private branch telephone exchange.

#Often an organization disseminates a single telephone number to its customers and to the pubic in general as a means of contacting the organization. As calls are directed to the organization from the public switch telephone network, the automatic call distribution system directs the calls to its agents based upon some type of criteria. For example, where all agents are considered equal, the automatic call distributor may distribute the calls based upon which agent has been idle the longest. The agents that are operatively connected to the automatic call distributor may be live agents, and/or virtual agents. Typically, virtual agents are software routines and algorithms that are operatively connected and/or part of the automatic call distributor.

Brief description of the drawings6 figures

#The features of the present invention which are believed to be novel, are set forth with particularity in the appended claims. The invention, together with further objects and advantages, may best be understood by reference to the following description taken in conjunction with the accompanying drawings in several figures of which like reference numerals identify like elements, and in which:

#FIG. 1 is a block diagram depicting an embodiment of a system having an automatic call distributor.

#FIG. 2 is a block diagram depicting an embodiment of a scripting system used in the automatic call distributor of FIG. 2.

Detailed description2,449 words

#While the present invention is susceptible of embodiments in various forms, there is shown in the drawings and will hereinafter be described some exemplary and non-limiting embodiments, with the understanding that the present disclosure is to be considered an exemplification of the invention and is not intended to limit the invention to the specific embodiments illustrated. In this disclosure, the use of the disjunctive is intended to include the conjunctive. The use of the definite article or indefinite article is not intended to indicate cardinality. In particular, a reference to “the” object or “a” object is intended to denote also one of a possible plurality of such objects.

#FIG. 1 is a block diagram of an embodiment of a telephone system having an automatic call distributor 106 that contains a scripting system 108. Calls may be connected between callers 101, 102, 103 via network 105 to the automatic call distributor 106. The calls may then be distributed by the automatic call distributor 106 to telemarketers or agents, such as virtual agent 110, or live agent 112. The network 105 may be any appropriate communication system network such as a public switch telephone network, cellular telephone network, satellite network, land mobile radio network, the Internet, etc. Similarly, the automatic call distributor 106 may be a stand-alone unit, or may be integrated in a host computer, etc. The scripting system 108 may be implemented under any of number of different formats. For example, where implemented in connection with the public switch telephone network, the satellite network, the cellular or land mobile radio network, a script processor in the scripting system 108 would operate within a host computer associated with the automatic call distributor and receive voice information (such as pulse code modulation data) from a switched circuit connection which carries a voice between the callers 101, 102, 103 and the agents 110, 112.

#Where the scripting system 108 is implemented in connection with the Internet, the scripting system 108 may operate from within a server. Voice information may be carried between the agents 110, 112 and callers 101, 102, 103 using packets. The scripting system 108 may monitor the voice of the agent and caller by monitoring the voice packets passing between the agent and caller.

Facts

Application

10/259,359Filed 27 Sep 2002

Published

US 2004/0062364 A11 Apr 2004

Granted

25 Oct 2005

Term ended

27 Sep 2022

Estimated · how

20 years from earliest known nonprovisional domestic filing plus recorded patent term adjustment. Maintenance-fee lapses, terminal disclaimers and statutory extensions have not been checked. The continuity chain may be incomplete; this is not an enforceability determination.

Classification3 codes

H04M 3/493
Arrangements for providing information services, e.g. recorded voice services or time announcements: interactive information services, e.g.…
H04M 3/523
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: with call distribution…
H04M
Telephonic communication

Timeline

27 Sep 2002Application filedUS 10/259,359
16 Dec 2002Assigned to Rockwell Electronics Commerce Technologies, L.L.C.assignment of assignor's interest
1 Apr 2004PublishedUS 2004/0062364 A1
1 Sep 2004Assigned to Rockwell Electronic Commerce Technologies, LLCassignment of assignor's interest
25 Oct 2005GrantedUS 6,959,080 B2
2 Nov 2005Assigned to Jpmorgan Chase Bank, N.A., AS Administrative Agentsecurity interest
15 Nov 2005Assigned to D.B. Zwirn Finance, LLC, AS Administrative Agentsecurity agreement
22 Jun 2006Assigned to Firstpoint Contact Technologies, LLCchange of name
27 Jul 2006Assigned to Concerto Software Intermediate Holdings, Inc., Aspect Software, Inc., Aspect Communications Corporation, Firstpoint Contact Corporation, Firstpoint Contact Technologies, Inc.release of security interest
11 Aug 2006Assigned to Deutsche Bank Trust Company Americas, AS Second Lien Administrative Agentsecurity agreement
7 Jun 2010Assigned to Aspect Communications Corporation, Aspect Software, Inc., Firstpoint Contact Technologies, LLC, Aspect Software Intermediate Holdings, Inc.release of security interest
8 Jun 2010Assigned to Aspect Communications Corporation, Aspect Software, Inc., Firstpoint Contact Technologies, LLC, Aspect Software Intermediate Holdings, Inc.release of security interest
9 Jun 2010Assigned to Jpmorgan Chase Bank, N.A., AS Administrative Agentsecurity agreement
29 Jun 2010Assigned to U.S. Bank National Association, AS Collateral Agentsecurity interest
20 Nov 2014Assigned to Wilmington Trust, National Association, AS Administrative Agentassignment of assignor's interest
14 Jun 2016Assigned to Aspect Software, Inc.release of security interest
14 Jun 2016Assigned to Aspect Software, Inc.release of security interest
16 Jun 2016Assigned to Wilmington Trust, National Associationsecurity interest
6 May 2021Assigned to Jefferies Finance LLCfirst lien patent security agreement
6 May 2021Assigned to Jefferies Finance LLCsecond lien patent security agreement
4 Jun 2021Assigned to Aspect Software Parent, Inc., Aspect Software, Inc., Davox International Holdings LLC, Voiceobjects Holdings Inc., Voxeo Plaza Ten, LLCrelease of security interest
27 Sep 2022Term endedEstimated
8 Apr 2024Assigned to Alvaria, Inc., Noble Systems, LLCrelease of security interest in patent collateral
8 Apr 2024Assigned to Alvaria, Inc., Noble Systems, LLCrelease of security interest in patent collateral

Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection

Life of this patent

Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection

Life of this patent

Life of this patent

Abstract

Drawings

Drawings

Claims27

Description3,361 words

Drawings

Classification3 codes

Life of this patent

Description3,361 words