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A method for enabling a customer of a call center to obtain a voice recording of his interaction with a call centers's

IP.com Disclosure Number: IPCOM000020387D
Original Publication Date: 2003-Nov-19
Included in the Prior Art Database: 2003-Nov-19
Document File: 3 page(s) / 51K

Publishing Venue

IBM

Abstract

A method for enabling a customer of a call center to obtain a voice recording of his interaction with a call center's agent. The key idea of this invention is to take advantage of the callback function initiated from a web page, to provide the customer with the ability to request, and receive by E-mail the recording of his interaction as an audio file. Although the novelty of this idea is within the premises of the callback function, the case where the call is initiated by the customer over the phone is also covered. In this case a regular voice mail box technique to handle the conversation's recording may be deployed.

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A method for enabling a customer of a call center to obtain a voice recording of his interaction with a call centers's

In many cases customers of a call center would like to be able to replay their conversation with the customer representative. Such replays are useful specially in the case when the customer representative provided the customer with information composed of very many details, and the customer is concerned that he may forget some of them. A scenario of a help desk where the customer representative provides a long list of instructions that the customer has to follow precisely, or a scenario of an "order by phone" center where the customer representative provides specifications of products of interest, are just two examples where a replay may be desired. In most cases only after the conversation is finished the customer realizes that a recording of the conversation may be useful to him.

    The key idea of this invention is to take advantage of the callback function initiated from a web page, to provide the customer with the ability to request, and receive by E-mail the recording of his interaction as an audio file. Although the novelty of this idea is within the premises of the callback function, the case where the call is initiated by the customer over the phone is also covered. In this case a regular voice mail box technique to handle the conversation's recording may be deployed. For both cases the customer does not have to indicate prior to his conversation that he will want to obtain its recording. ---------------------------------------------------------------------------------------------------------- BROADEST IDEA The method of providing a customer with the recording of his interaction with the call center consists of the following steps:
1. Record the conversation between the customer an the customer representative.
2. Store the recorded interaction on a magnetic media
3. Tag the recording such that this tag uniquely identifies the stored recording
4. Make this tag available to the customer
5. Provide the a capability to allow the customer to retrieve and replay the recorded file based on the unique tag provided in 4 above.
6. Provide a method for erasing the recording when no longer required. NARROWER IDEA The method of providing a customer with the recording of his interaction with the call center consists of the following steps:
1. Record the conversation between the customer an the customer representative.
2. Store the recorded interaction such that it may be later retrieved in one of the following ways: a. As an audio file (like wav) to be E-mailed to the customer

b. As a voice mail

3. Uniquely tag the recording. The tag may be one of the following

a. If the call initiated using the callback function provided over the internet, then the tag will consist of the Customer's IP (possibly dynamic) address, and some unique identification of the page from which the callback function was initiated. This information will...