System and method for providing a message-based communications infrastructure for automated call center operation
View Patent ↗A system and method for providing a message-based communications infrastructure for automated call center operation is described. A call from a user into a call center is accepted. The accepted call includes a stream of transcribed verbal speech utterances. Each transcribed verbal speech utterance is recorded as a user message. The accepted call is assigned to a session, which is then assigned to an agent. The call is progressively processed in the assigned session by presenting each user message to the assigned agent, executing commands responsive to the assigned agent, and sending an agent message to the user. The agent message includes a stream of synthesized audible speech utterances.
1. A system for providing a message-based communications infrastructure for automated call center operation, comprising:
a telephony interface accepting a call comprising an incoming stream of verbal speech that is converted into incoming text from a caller into a call center;
a session manager automatically assigning the call to a session and to a live agent; and
an agent application progressively processing the incoming text during the session through a customer support scenario interactively monitored and controlled by the live agent, which sends outgoing text messages that are converted into an outgoing stream of synthesized speech to the caller.
2. A system according to claim 1 , further comprising:
a script executed as one such command and provided as an automated dialogue comprising the incoming and the outgoing streams of verbal and synthesized speech between the caller and the live agent.
3. A system according to claim 1 , further comprising:
a pre-defined criteria prioritizing each call as part of automatically assigning the call to the session.
4. A system according to claim 1 , further comprising:
a database storing the incoming text and the outgoing text messages for each call as uniquely identified records.
5. A system according to claim 4 , further comprising:
a structured log comprising each call maintained by organizing the incoming text and the outgoing text messages in the database.
6. A system according to claim 1 , further comprising
a database storing agent profiles used in agent authentication, log-on and sign-on.
7. A system according to claim 1 , further comprising:
a database storing agent applications executable by the live agent.
8. A system according to claim 1 , further comprising:
a speech-to-text converter transcribing the incoming stream of verbal speech into the incoming text.
9. A system according to claim 8 , wherein the incoming stream of verbal speech is transcribed using at least one of the call center and a client system operated by the caller.
10. A system according to claim 1 , further comprising:
a text-to-speech conversion synthesizing the stream of synthesized speech from the outgoing text messages.
11. A system according to claim 10 , wherein the outgoing stream of synthesized speech is synthesized using at least one of the call center and a client system operated by the caller.
12. A system according to claim 1 , wherein the incoming stream of verbal speech is provided directly to the live agent.
13. A system according to claim 1 , wherein the session manager processes a text-to-text call, comprising at least one of accepting the incoming text directly from a client system operated by the caller and dispatching the outgoing text messages directly to the client system operated by the caller.
14. A system according to claim 1 , wherein the incoming stream of verbal speech is recorded as the incoming text.
15. A system according to claim 1 , further comprising:
an agent console presenting the call to the live agent as the incoming text, executing commands responsive to the live agent, and sending one or more of the outgoing text messages comprising the stream of synthesized speech to the caller.
16. A system according to claim 15 , further comprising:
a logically defined sliding control controlling progressive call processing between command and script execution responsive to the live agent.
17. A system according to claim 15 , wherein the script incorporates a grammar used to assist in transcribing the incoming stream of verbal speech.
18. A system according to claim 15 , further comprising:
a script engine processing the script as a sequence of the outgoing text messages sent to the caller as the outgoing stream of synthesized speech and a sequence of the incoming text received from the caller and converted from the stream of verbal speech.
19. A system according to claim 15 , further comprising:
a set of interpretable instructions incorporating a grammar used to structure the script.
20. A system according to claim 2 , further comprising:
a text-to-speech conversion synthesizing the stream of synthesized speech from the script.
21. A system according to claim 20 , wherein the stream of synthesized speech is synthesized using at least one of the call center and a client system operated by the caller.
22. A system for efficiently operating an automated call center through text-based messaging, comprising:
a telephony interface interfacing to a caller through a telephonic medium and exchanging speech that is converted into incoming text during a call into an automated call center;
a session manager managing each call as a session and automatically assigning each session to a live agent;
a speech recognition engine converting an incoming stream of verbal speech into incoming text provided to the live agent;
an agent application progressively processing the incoming text by executing at least one action specified by the live agent; and
a text-to-speech engine converting outgoing text messages into an outgoing stream of synthesized speech provided to the caller.
23. A system according to claim 22 , further comprising:
an audio cache caching pre-recorded sound bites comprising at least one of information and navigational messages that are provided as the stream of synthesized speech to the caller.
24. A system according to claim 22 , further comprising:
an audio cache caching pre-recorded sound bites comprising the stream of synthesized speech used by the live agent.
25. A system according to claim 22 , further comprising:
one or more scripts incorporating a grammar and specifying question-and-answer dialogues as the stream of synthesized speech submitted to the caller.
26. A system according to claim 25 , further comprising:
one or more forms provided via the one or more scripts and completed with information provided by the caller as the incoming text.
27. A system according to claim 25 , further comprising:
a script engine executing the scripts responsive to one such agent action.
28. A system according to claim 22 , further comprising:
a graphical user interface to the live agent within which the incoming text is provided and accepted.
29. A system according to claim 22 , further comprising:
a message manager associating the incoming speech with the incoming text following conversion and providing the associated incoming speech to the live agent for playback.
30. A system according to claim 22 , further comprising:
a resource manager managing a plurality of resources comprising at least one of a session manager, telephonic medium interface, session manager, speech recognition engine, and text-to-speech engine.
31. A system according to claim 22 , further comprising:
a database comprising at least one of a log database, agent profile database, and agent application database.
32. A system according to claim 22 , further comprising:
providing concurrent operational capabilities, comprising at least one of a plurality of telephonic medium interfaces, speech recognition engines, and text-to-speech engines.
33. A system according to claim 22 , wherein the telephonic medium comprises at least one of a Plain Old Telephone Service-based telephone system, a cellular telephone system, an Internet telephony system, and a Voice over IP system.
34. A system for providing assisted automated call center operation, comprising:
a messaging server accepting a call comprising an incoming stream of verbal speech that is converted into incoming text from a caller into a call center;
a session manager managing the call and automatically assigning the call to a live agent;
a script engine executing a script provided as an automated dialogue with the caller based on the incoming stream of verbal speech that is converted into incoming text received from the caller during the call; and
an agent application coopting execution of the script to trigger involvement of the live agent, progressively executing commands responsive to the live agent, resuming execution of the script, and sending outgoing text messages that are converted into synthesized speech to the caller.
35. A system according to claim 34 , further comprising:
a sliding control logically defined to control the progressive call processing between command and script execution responsive to the live agent.
36. A system for providing assisted automated call center operation, comprising:
a messaging server accepting a call comprising an incoming stream of verbal speech from a caller into a call center and automatically assigning the call to a live agent;
an agent application progressively processing the call by executing commands responsive to the live agent based on incoming text converted from the stream of verbal speech received from the caller during the call; and
a script engine executing a script as an automated dialogue with the caller, wherein the agent application resumes execution of the commands upon termination of the script.
37. A system according to claim 36 , wherein the execution of the script is triggered by the live agent.
38. A system according to claim 36 , further comprising:
a sliding control logically defined to control call the progressive processing between command and script execution responsive to the live agent.