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

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.