Browse Prior Art Database

Drive Intelligent Interface to Call Center Agent and Customer Based on Speech Recognition Data

IP.com Disclosure Number: IPCOM000030342D
Original Publication Date: 2004-Aug-06
Included in the Prior Art Database: 2004-Aug-06
Document File: 1 page(s) / 31K

Publishing Venue

IBM

Abstract

This invention proposes an always-attached speech recognition system that remains on the line while the call center agent and customer are speaking. It analyzes customer input and pushes potentially useful information to the call center agent's screen based on speech recognition analysis. This system analyzes input and executes a variety of actions on the call center agent's desktop to make the agent's job easier, reducing keystrokes and automating recognized actions.

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Drive Intelligent Interface to Call Center Agent and Customer Based on Speech Recognition Data

Any up-front prompting via normal voice response, menus or speech recognition would be handled as normal with the call being eventually delivered to an appropriately-skilled call center agent and occurs outside the scope of this claim.

Once the agent and caller are on line together, a speech recognition interface would be engaged and monitoring the conversation on the call. In addition, a client application which is tied to the speech recognition system is running on the agent's desktop. When the parties begin speaking, CTI software allows the voice recognition system to know exactly which agent is speaking and the agent's desktop with which to interact. The client application is written in a configurable, script-driven full-featured language to allow for control of the agent's desktop.

The real-time speech recognition interface would be programmed to provide call center specific functions. As keywords are identified during the conversation, the speech recognition server sends instructions to the client application that assist the agent in handling the call. These instructions would trigger the client application to begin executing the appropriate helpdesk function automatically, reducing call handle time and improving agent efficiency.

Examples / specifics

User says "I'm having a problem getting to my mail server" and the client application displays the list of known o...