System and method for providing audible support to a service representative during a call
View Patent ↗A system and method for supporting a service representative during a call with a user is disclosed. The system and method include using an intelligent voice assistant to monitor the call between the user and representative. The intelligent voice assistant may provide suggested actions when detecting a request from the user or service representative. The intelligent voice assistant can provide transcripts, call logs and/or call summary information to the service representative or user. The intelligent voice assistant can monitor a user's environment and speech to determine a stress level and/or user sentiment.
1. A method of providing assistance during a call between a representative and a user using a user device for the call, the assistance being performed by an intelligent voice assistant separate from the user device, wherein the intelligent voice assistant includes a microphone; comprising the steps of:
monitoring the call between the representative and the user by the intelligent voice assistant located in a same environment as the user;
receiving audible information from the microphone of the intelligent voice assistant;
processing the audible information to generate a stress level indicator associated with the user; and
informing the representative of the stress level indicator associated with the user by sending a message to the representative from the intelligent voice assistant.
2. The method according to claim 1 , wherein the audible information includes at least one sound captured from the user's environment from a source other than the user.
3. The method according to claim 1 , further comprising turning off a speaker of the intelligent voice assistant when sending the message to the representative so that the user is not provided with the stress level indicator.
4. The method according to claim 1 , wherein the microphone of the intelligent voice assistant is a far-field microphone.
5. The method according to claim 4 , wherein the intelligent voice assistant includes two or more far-field microphones.
6. The method according to claim 1 , wherein sending the representative the message includes sending a text based message.
7. The method according to claim 1 , wherein sending the representative the message includes sending an audible message.
8. A method of providing assistance during a call between a representative and a user using a user device for the call, the assistance being performed by an intelligent voice assistant separate from the user device, comprising the steps of:
monitoring the call between the representative and the user by the intelligent voice assistant located in a same environment as the user;
receiving audible information from the microphone of the intelligent voice assistant;
processing the audible information to determine a user sentiment associated with the user; and
informing the representative of the user sentiment associated with the user by sending a message to the representative from the intelligent voice assistant.
9. The method according to claim 8 , wherein processing the audible information includes performing sentiment analysis on the user's words spoken to the representative on the call with the representative to determine the user sentiment.
10. The method according to claim 8 , wherein sending the representative the message includes sending a text based message.
11. The method according to claim 8 , wherein sending the representative the message includes sending an audible message.