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Method and System for Responding to a Call Center Response Center Via Text Input

IP.com Disclosure Number: IPCOM000223374D
Publication Date: 2012-Nov-20
Document File: 2 page(s) / 62K

Publishing Venue

The IP.com Prior Art Database

Abstract

A method and system for allowing a caller to interact with call center response system by typing on the caller’s smart phone is disclosed.

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This is the abbreviated version, containing approximately 63% of the total text.

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Method and System for Responding to a Call Center Response Center Via Text Input

Disclosed is a method and system for allowing a caller to interact with call center response system by typing on the caller's smart phone. The caller's phone may convert the typed text into a speech and broadcast the speech to the call center response system. The method also involves simultaneous muting of input microphone present in the caller's phone. The figure illustrates an operation of the above method and system.

Figure

The method and system may be relevant during the following example event:
Call center response system: Hello, thank you for calling XYZ labs. We have recently implemented a new voice response system to help us serve you better. Please tell us the reason for your call. You may say things like "Billing", "Accounting", "Something else", "Back" or "Repeat" to hear these options again.

Caller: Uhm ... Something else!

Call center response system: I am sorry, I did not get that please tell us the reason for your call.

Caller: {wind blowing in the background} SOMETHING ELSE


Call center response system: Great "Accounting". Our accounting department is currently closed. You may call back between the hours of 9 and 5.

You can say "Go Back" or "Main menu" or just hang up.

Caller: GO BACK
Call center response system: Okay. Go Back. Please tell us the reason for your call. You may say things like "Billing", "Accounting", "Something
else", "Back" or "Repeat" to hear these optio...