Computer-implemented system and method for simultaneously processing multiple call sessions
AssigneeIntellisist, Inc.
InventorsGilad Odinak, Alastair Sutherland, William A. Tolhurst
Life of this patent
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Abstract
A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.
Claims22
A computer-implemented system for simultaneously processing multiple call sessions, comprising:
- a telephony interface to monitor multiple call sessions assigned to an agent;
- an agent console to display to the agent, content of each call session;
- a script engine to identify a script selected by the agent and to provide the script as synthesized speech to a caller of one of the call sessions;
- and
- an interface to simultaneously monitor a verbal conversation between the agent and a caller of another one of the call sessions assigned to the agent while the script selected by the agent is provided to the caller during the call session assigned to the agent.
A computer-implemented method for simultaneously processing multiple call sessions, comprising:
- monitoring multiple call sessions assigned to an agent;
- displaying to the agent, content of each call session on an agent console;
- identifying a script selected by the agent and providing the script as synthesized speech to a caller of one of the call sessions;
- and
- simultaneously monitoring a verbal conversation between the agent and a caller of another one of the call sessions assigned to the agent while the script selected by the agent is provided to the caller during the call session assigned to the agent.
Dependencies are inferred from the claim text.