Automated call center transcription services
View Patent ↗A method for communicating with a call center can include receiving a telephony contact from a caller. A discoursive input including free-form speech can thereafter be received. The discoursive input can be converted into a textual transcription. At least a portion of the textual transcription can be presented upon a display screen of a service agent computer system. The telephony contact can be routed to a telephony device associated with the service agent computer system.
1. A method for communicating within a call center comprising the steps of:
receiving a telephony contact from a caller;
receiving discoursive input comprising free-form speech;
converting said discoursive input into a textual transcription;
displaying at least a portion of said textual transcription upon a display screen of a service agent computer system;
routing said telephony contact to a telephony device associated with said service agent computer system;
identifying selected words within said textual transcription based upon predefined criteria; and,
relaying at least a portion of said selected words to said display screen.
2. The method of claim 1 , wherein said displaying step further comprises the step of:
highlighting words within said textual transcription that are equivalent to said selected words.
3. The method of claim 1 , further comprising the steps of:
recording at least a portion of said selected words within a database; and,
within said relaying step, retrieving information from said database.
4. The method of claim 1 , further comprising the step of:
performing at least one computer telephony integration action based in part on said selected words.
5. The method of claim 4 , wherein said at least one computer telephony integration action comprises the step of:
determining a qualified human agent among a group of potential human agents, wherein said qualified human agent is associated with said service agent computer system.
6. The method of claim 1 , wherein said service agent computer system contains data fields and entry of information into said data fields is required, said method further comprising the step of:
automatically entering data into at least a portion of said data fields based upon information contained within said selected words.
7. The method of claim 1 , wherein at least a portion of said discoursive input is a free format monologue.
8. The method of claim 1 , wherein said converting step further comprises the steps of:
converting said discoursive input into a temporary textual translation written in a first language; and,
translating said temporary textual translation into said textual translation written in a second language.
9. The method of claim 8 , wherein said conveying step further comprises the step of:
conveying at least a portion of said temporary textual translation to said service agent computer system.
10. A system for producing transcriptions within a call center comprising:
an integrated voice response system configured to prompt a caller for a discoursive input and store said discoursive input as a digital recording;
a transcription server configured to convert at least one of said digital recordings received from said integrated voice response system into a textual transcription;
a call center application accessible by a human agent;
a coordination processor configured to establish a connection between said caller and said human agent, wherein said coordination processor is further configured to convey said textual transcription to said call center application; and,
a content analyzer configured to identify key words contained within said textual transcriptions.
11. The system of claim 10 , further comprising:
a content analyzer, configured to identify key words contained within said textual transcriptions.
12. The system of claim 10 , further comprising:
a speech recognition engine configured for telephony requirements, wherein said speech recognition engine is utilized by said transcription server.
13. The system of claim 10 , further comprising:
a translation processor configured to convert said textual transcription into a language other than the language of said discoursive input.
14. The system of claim 10 , further comprising:
a data store used by said call center application containing data fields for recording information related to a call between said caller and said human agent, wherein at least a portion of said data fields are automatically filled in based upon information generated by said content analyzer.
15. A machine-readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a machine for causing the machine to perform the steps of:
receiving a telephony contact from a caller;
receiving discoursive input comprising free-form speech;
converting said discoursive input into a textual transcription;
displaying at least a portion of said textual transcription upon a display screen of a service agent computer system;
routing said telephony contact to a telephony device associated with said service agent computer system;
identifying selected words within said textual transcription based upon predefined criteria; and,
relaying at least a portion of said selected words to said display screen.
16. The machine-readable storage of claim 15 , wherein said displaying step further comprises the step of:
highlighting words within said textual transcription that are equivalent to said selected words.
17. The machine-readable storage of claim 15 , further comprising the steps of:
recording at least a portion of said selected words within a database; and,
within said relaying step, retrieving information from said database.
18. The machine-readable storage of claim 15 , further comprising the step of:
performing at least one computer telephony integration action based in part on said selected words.
19. The machine-readable storage of claim 18 , wherein said at least one computer telephony integration action comprises the step of:
determining a qualified human agent among a group of potential human agents, wherein said qualified human agent is associated with said service agent computer system.
20. The machine-readable storage of claim 15 , wherein said service agent computer system contains data fields and entry of information into said data fields is required, said machine-readable storage further comprising the step of:
automatically entering data into at least a portion of said data fields based upon information contained within said selected words.
21. The machine-readable storage of claim 15 , wherein at least a portion of said discoursive input is a free format monologue.
22. The machine-readable storage of claim 15 , wherein said converting step further comprises the steps of:
converting said discoursive input into a temporary textual translation written in a first language; and,
translating said temporary textual translation into said textual translation written in a second language.
23. The machine-readable storage of claim 22 , wherein said conveying step further comprises the step of:
conveying at least a portion of said temporary textual translation to said service agent computer system.