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US 9,961,201 B1Granted
Using real-time speech analytics to navigate a call that has reached a machine or service
AssigneeNoble Systems Corporation
InventorJoseph Andraszek
Life of this patent
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AssigneeNoble Systems Corporation
InventorJoseph Andraszek
Estimating the term…
Various embodiments of the invention provide methods, systems, and computer program products for using real-time speech analytics to navigate a call that has reached a machine or service. In various embodiments, a call leg is established from a call handler handling the call to a speech analytics system configured to analyze the call to detect keywords. As the speech analytics system monitors the call, the speech analytics system sends an event to the call handler upon detecting a keyword. In turn, the call handler carries out some action based on the event that is configured to advance the progress of the call. Accordingly, if the call handler determines a live party has been reached on the call as result of the action, the call handler connects the call with a second live party to converse with the live party reached on the call.
A method for advancing progress of a call placed on hold, comprising:
A non-transitory, computer-readable medium comprising computer-executable instructions for advancing progress of a call placed on hold, that when executed, cause a call handler to:
A system for advancing progress of a call placed on hold, comprising:
Dependencies are inferred from the claim text.