Computer-implemented system and method for facilitating agent-customer calls
View Patent ↗A computer-implemented system and method for facilitating agent-customer calls is provided. A call from a customer is accepted into a call center and is assigned to an agent associated with the call center. At least one text message is received from the customer during the call and is directed to the agent. Outgoing text messages are received from the agent in response to the text message from the customer and content of the outgoing text messages from the agent are converted into synthesized speech. The synthesized speech is provided to the customer during the call.
1. A computer-implemented system for facilitating agent-customer calls, comprising:
a telephony interface to accept a call from a customer into a call center;
an assignment module to assign the call to an agent associated with the call center;
a message module to receive from the customer at least one text message during the call;
a messaging server to direct the text message to the agent;
a text-to-speech engine to receive outgoing text messages from the agent in response to the text message from the customer and to convert content of at least one of the outgoing text messages from the agent into synthesized speech; and
providing the synthesized speech to the customer during the call.
2. A system according to claim 1 , further comprising:
a classification module to flag the at least one text message as verbatim customer data.
3. A system according to claim 1 , further comprising:
a database to store a record of the call and to further store the at least one received text message.
4. A system according to claim 1 , further comprising:
a post processor to perform processing of at least one of the call and the at least one text message upon termination of the call.
5. A system according to claim 1 , further comprising:
an automation module to vary a level of automation in providing the response to the customer via the agent.
6. A system according to claim 1 , further comprising:
a receipt module to receive speech utterances from the customer during the call; and
a further receipt module to receive the at least one text message via a communication stream that is different from the communication stream of the speech utterances.
7. A system according to claim 1 , further comprising:
a receipt module to receive speech utterances from the customer during the call;
a speech recognition module to generate a stream of transcribed speech utterances from the received speech utterances; and
an utterance module to provide the stream of transcribed speech utterances to the agent.
8. A system according to claim 1 , wherein at least one of the outgoing text messages from the agent is based on a script selected by the agent.
9. A system according to claim 1 , wherein at least one of the outgoing text messages comprises text manually entered by the agent.
10. A system according to claim 1 , further comprising:
an assignment module to assign a further call to the agent during the accepted call from the customer.
11. A computer-implemented method for facilitating agent-customer calls, comprising:
accepting a call from a customer into a call center;
assigning the call to an agent associated with the call center;
receiving from the customer at least one text message during the call;
directing the text message to the agent;
receiving outgoing text messages from the agent in response to the text message from the customer;
converting content of at least one of the outgoing text messages from the agent into synthesized speech; and
providing the synthesized speech to the customer during the call.
12. A method according to claim 11 , further comprising:
flagging the at least one received text message as verbatim customer data.
13. A method according to claim 11 , further comprising:
storing a record of the call in a database; and
storing the at least one received text message in the database with the call record.
14. A method according to claim 11 , further comprising:
performing processing of at least one of the call and the at least one text message upon termination of the call.
15. A method according to claim 11 , further comprising:
varying a level of automation in providing the response to the customer via the agent.
16. A method according to claim 11 , further comprising:
receiving speech utterances from the customer during the call; and
receiving the at least one text message via a communication stream that is different from the communication stream of the speech utterances.
17. A method according to claim 11 , further comprising:
receiving speech utterances from the customer during the call;
generating a stream of transcribed speech utterances from the received speech utterances via speech recognition; and
providing the stream of transcribed speech utterances to the agent.
18. A method according to claim 11 , wherein at least one of the outgoing text messages from the agent is based on a script selected by the agent.
19. A method according to claim 11 , wherein at least one of the outgoing text messages comprises text manually entered by the agent.
20. A method according to claim 11 , further comprising:
assigning a further call to the agent during the accepted call from the customer.