Granted Patent B2

US 7,391,860 · App. 11/875,744 · Granted Jun 24, 2008

Abstract

Claims (77)

1. A method for providing a message-based communications infrastructure for automated call center operation, comprising:

accepting a call from a telephony interface comprising an incoming stream of verbal speech that is converted into incoming text from a caller into a call center;

automatically assigning the call at a session manager to a session and to a live agent; and

progressively processing the incoming text through an agent application 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 method according to claim 1 , further comprising:

executing a script by a script engine, as one such command, 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 method according to claim 2 , further comprising:

synthesizing the stream of synthesized speech by a text-to-speech engine from the script through text-to-speech conversion.

4. A method according to claim 3 , wherein the stream of synthesized speech is synthesized using at least one of the call center and a client system operated by the caller.

5. A method according to claim 1 , further comprising:

presenting the call to the live agent on an agent console as the incoming text;

executing commands on the agent console responsive to the live agent; and

sending one or more of the outgoing text messages from the agent console comprising the stream of synthesized speech to the caller.

6. A method according to claim 5 , wherein the script combines one of the script incorporated with a grammar used to assist in transcribing the incoming stream of verbal speech and the script structured as a set of interpretable instructions incorporating a grammar.

7. A method according to claim 5 , further comprising one or more of:

logically defining a sliding control on the agent console controlling progressive call processing between command and script execution responsive to the live agent;

processing the script by the script engine 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; and

storing the incoming text and the outgoing text messages for each call as uniquely identified records in a database.

8. A method according to claim 7 , further comprising:

maintaining a structured log comprising each call by organizing the incoming text and the outgoing text messages in the database.

9. A method according to claim 1 , further comprising one or more of:

prioritizing each call at the session manager based on a pre-defined criteria as part of automatically assigning the call to the session;

storing agent profiles in a database used in agent authentication, log-on and sign-on in a database; and

storing agent applications executable by the live agent in a database.

10. A method according to claim 1 , further comprising one or more of:

transcribing the incoming stream of verbal speech by a speech-to-text converter into the incoming text through speech-to-text conversion; and

synthesizing the stream of synthesized speech by the text-to-speech engine from the outgoing text messages through text-to-speech conversion.

11. A method according to claim 10 , further comprising one of:

transcribing the incoming stream of verbal speech using at least one of the call center and a client system operated by the caller; and

synthesizing the outgoing stream of synthesized speech using at least one of the call center and a client system operated by the caller.

12. A method according to claim 1 , wherein the incoming stream of verbal speech comprises one of verbal speech provided directly to the live agent and verbal speech recorded as the incoming text.

13. A method according to claim 1 , further comprising:

processing a text-to-text call by the session manager, 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 method for efficiently operating an automated call center through text-based messaging, comprising:

interfacing to a caller by a telephony interface through a telephonic medium and exchanging speech that is converted into incoming text during a call into an automated call center;

managing each call as a session by a session manager and automatically assigning each session to a live agent;

converting an incoming stream of verbal speech by a speech recognition engine into incoming text provided to the live agent;

progressively processing the incoming text by an agent application by executing at least one action specified by the live agent; and

converting outgoing text messages by a text-to-speech engine into an outgoing stream of synthesized speech provided to the caller.

15. A method according to claim 14 , further comprising one or more of:

caching pre-recorded sound bites in an audio cache comprising at least one of information and navigational messages that are provided as the stream of synthesized speech to the caller;

caching pre-recorded sound bites in the audio cache comprising the stream of synthesized speech used by the live agent; and

defining one or more scripts incorporating a grammar and specifying question-and-answer dialogues submitted as the stream of synthesized speech to the caller.

16. A method according to claim 15 , further comprising:

providing one or more forms by the one or more scripts; and

completing the forms with information provided by the caller as the incoming text.

17. A method according to claim 15 , further comprising:

executing the scripts by a script engine responsive to one such agent action.

18. A method according to claim 14 , further comprising:

associating the incoming speech by a message manager with the incoming text; and

providing the associated incoming speech following conversion to the live agent for playback.

19. A method according to claim 14 , further comprising one or more of:

providing to the live agent a graphical user interface within which the incoming text is provided and accepted;

managing a plurality of resources by a resource manager comprising at least one of a session manager, telephonic medium interface, session manager, speech recognition engine, and text-to-speech engine;

maintaining a database comprising at least one of a log database, agent profile database, and agent application database; and

providing concurrent operational capabilities, comprising at least one of a plurality of telephonic medium interfaces, speech recognition engines, and text-to-speech engines.

20. A method according to claim 14 , 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.

21. A method for providing assisted automated call center operation, comprising:

accepting a call by a messaging server comprising an incoming stream of verbal speech that is converted into incoming text from a caller into a call center;

managing the call by a session manager and automatically assigning the call to a live agent;

executing a script by a script engine 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;

coopting execution of the script by an agent application to trigger involvement of the live agent;

progressively executing commands on an agent console responsive to the live agent;

resuming execution of the script; and

sending outgoing text messages that are converted into synthesized speech to the caller.

22. A method according to claim 21 , further comprising:

logically defining a sliding control on the agent console controlling call the progressive processing between command and script execution responsive to the live agent.

23. A method for providing assisted automated call center operation, comprising:

accepting a call by a messaging server comprising an incoming stream of verbal speech from a caller into a call center and automatically assigning the call to a live agent;

progressively processing the call by an agent application 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;

executing a script by a script engine triggered by the live agent as an automated dialogue with the caller; and

resuming execution of the commands by the script engine upon termination of the script.

24. A method according to claim 23 , wherein the execution of the script is triggered by the live agent.

25. A method according to claim 23 , further comprising:

logically defining a sliding control on an agent console controlling call the progressive processing between command and script execution responsive to the live agent.

Assignments (19)