US 9,848,082 B1Granted

Agent assisting system for processing customer enquiries in a contact center

AssigneeNoble Systems Corporation

InventorsBrian T. Lillard, Karl H. Koster

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Abstract

A system is disclosed that assists contact center agents with servicing customer enquiries. A wireless caller with an enquiry calls a contact center and is prompted to leave a voice message and accept a text callback as a response. The voice message is processed by a speech analytics system that extracts certain keywords in the voice message and develops a transcript as well. Upon selecting an available agent to provide the response, the keywords and transcript are presented to the agent along with a draft text response, formulated by the system using the identified keywords. Additional resources may be provided as necessary to the agent, who can also review the original audio recording. Upon reviewing and potentially editing the text response, the agent causes the text to be sent to the wireless caller, which may be sent as an SMS text, or in some other form.

Claims18

Dependent claims

A system for responding to an enquiry from a caller, comprising:

a call handler configured to:
receive a voice call from the caller, wherein the voice call originates from a wireless device,
answer the voice call,
place the voice call in a hold queue,
play a first announcement to the caller indicating the voice call is in the hold queue,
ascertain the voice call originated from a wireless telephone number,
in response to ascertaining the voice call originated from the wireless telephone number, play a second announcement to the caller requesting a voice message be left by the caller in order to subsequently receive a response comprising a short message service (“SMS”) text message, and
receive the voice message;
a speech analytics subsystem configured to:
process the voice message to generate a transcript of the voice message;
and
a caller enquiry agent assisting module configured to:
select an agent of a contact center to receive information about the voice message,
present the transcript on a display of a computer used by the agent selected to receive the information about the voice message,
display an icon to the agent on the display of the computer for playing audio of the voice message,
receive a selection of the icon from the computer for playing the audio of the voice message,
in response to receiving the selection of the icon, cause the audio of the voice message to be played to the agent,
receive input from the computer after the audio of the voice message is played to the agent, wherein the input is used to produce the SMS text message,
receive a command from the computer in response to the agent requesting to send the SMS text message to the caller as the response, and
cause the SMS text message to be sent to the wireless telephone number.

17 more elements

A non-transitory computer readable medium storing instructions that when executed by a processor cause the processor to:

receive a voice call from a caller, wherein the voice call originates from a wireless device;
place the voice call in a hold queue,
play a first announcement to the caller indicating the voice call is in the hold queue;
ascertain the voice call originated from a wireless telephone number;
in response to ascertaining the voice call originated from the wireless telephone number, play a second announcement to the caller requesting a voice message be left by the caller in order to subsequently receive a response comprising a short message service (“SMS”) text message;
receive the voice message;
receive a transcript from a speech analytics system generated from the speech analytics system processing the voice message left by a caller after originating the voice call to a contact center;
select an agent from a plurality of agents of the contact center to receive the transcript;
transmit the transcript for display on a monitor of a computer used by the agent;
retrieve account information of an account associated with the wireless telephone number used by the caller;
transmit the account information for display on a monitor of a computer used by the agent;
display an icon to the agent for playing audio of the voice message;
receive a selection of the icon from the agent for playing the audio of the voice message;
in response to receiving the selection of the icon, play the audio of the voice message to the agent, wherein the audio is played prior to receiving an input from the agent used to generate the SMS text message;
receive the input received from the computer used by the agent providing text to be sent in the SMS text message to the wireless telephone number;
and
process a command received from the computer used by the agent to cause the SMS text message to be sent to the wireless telephone number.

14 more elements

A non-transitory computer readable medium storing instructions that when executed by a processor cause the processor to:

receive a voice call from a caller, wherein the voice call originates from a wireless device;
answer the voice call,
place the voice call in a hold queue,
play a first announcement to the caller indicating the call is in the hold queue;
ascertain the voice call originated from a wireless telephone number;
in response to ascertaining the voice call originated from the wireless telephone number, play a second announcement to the caller requesting a voice message be left by the caller in order to subsequently receive a response comprising a short message service (“SMS”) text message;
receive the voice message;
receive a transcript from a speech analytics system generated from processing the voice message left by the caller after originating the voice call to a contact center;
select an agent from a plurality of agents of the contact center to receive the transcript;
transmit the transcript for display on a monitor of a computer used by the agent;
retrieve account information of an account associated with the wireless telephone number used by the caller;
transmit the account information for display on a monitor of a computer used by the agent;
and
display an icon on the monitor to the agent for playing audio of the voice message;
receive a selection of the icon from the agent for playing the audio of the voice message;
in response to receiving the selection of the icon, play the audio of the voice message to the agent;
process a command received from the computer used by the agent indicating to re-queue the voice message.

14 more elements

A method for assisting an agent in a contact center in responding to an enquiry of a caller comprising:

receiving an incoming voice call from the caller at the contact center;
answering the incoming voice call by an interactive voice response unit (“IVR”) of the contact center;
place the voice call in a hold queue,
playing a first announcement to the caller indicating the incoming voice call is in the hold queue,
ascertaining the incoming voice call originated from a wireless telephone number,
in response to ascertaining the incoming voice call originated from the wireless telephone number, playing a second announcement to the caller requesting a voice message be left by the caller in expectation of receiving a subsequent communication comprising a short message service (“SMS”) text message responding to the voice message;
receiving the voice message from the caller;
storing the voice message in a memory store;
processing the voice message from the caller to identify one or more keywords in speech from the caller;
determining an agent is available to provide the subsequent communication to the caller;
presenting the agent with information related to the voice message including a transcript of the voice message;
displaying an icon to the agent for playing audio of the voice message;
receiving a selection of the icon from the agent for playing the audio of the voice message;
in response to receiving the selection of the icon, playing the audio of the voice message to the agent;
and
presenting information on a monitor of a computer used by the agent, wherein the information relates to the subsequent communication to be conveyed to the caller.

13 more elements

Dependencies are inferred from the claim text.