Automatic contact navigation system
A method and apparatus are provided for guiding a conversation taking place between a client and an agent through a communication system. The method includes the steps of detecting an information content of the conversation, determining a goal of the client from the detected information content and suggesting a conversation topic to the agent to guide the conversation towards the goal of the client.
1 . A method of guiding a conversation taking place between a client and an agent through a communication system, such method comprising:
detecting an information content of the conversation;
determining a goal of the client from the detected information content; and
suggesting a subject matter to the agent to guide the conversation towards the goal of the client.
2 . The method of guiding a conversation as in claim 1 further comprising determining an identity of the client from the detected information content.
3 . The method of guiding a conversation as in claim 2 further comprising retrieving contact information based upon the determined identity of the client.
4 . The method of guiding a conversation as in claim 3 further comprising defining the retrieved information as personal information about the client.
5 . The method of guiding a conversation as in claim 1 wherein the step of detecting the information content further comprises recognizing a voice content of a conversation between the client and the agent.
6 . The method of guiding a conversation as in claim 1 wherein the step of detecting an information content of the conversation further comprises performing stress analysis on a voice of the client.
7 . The method of guiding a conversation as in claim 6 wherein the step of performing stress analysis further comprises measuring a voice pitch of the voice of the client.
8 . The method of guiding a conversation as in claim 6 wherein the step of performing stress analysis further comprises measuring a word rate of the voice of the client.
9 . The method of guiding a conversation as in claim 1 wherein the step of suggesting a conversation topic further comprises displaying a text message on a terminal used by the agent.
10 . The method of guiding a conversation as in claim 1 wherein the step of suggesting a conversation topic further comprises providing an audible message through an earphone of the agent heard only by the agent.
11 . An apparatus for guiding a conversation taking place between a client and an agent through a communication system, such apparatus comprising:
means for detecting an information content of the conversation;
means for determining a goal of the client from the detected information content; and
means for suggesting a subject matter to the agent to guide the conversation towards the goal of the client.
12 . The apparatus for guiding a conversation as in claim 11 further comprising means for determining an identity of the client from the detected information content.
13 . The apparatus for guiding a conversation as in claim 12 further comprising means for retrieving contact information based upon the determined identity of the client.
14 . The apparatus for guiding a conversation as in claim 13 further comprising means for defining the retrieved information as personal information about the client.
15 . The apparatus for guiding a conversation as in claim 11 wherein the means for detecting the information content further comprises means for recognizing a voice content of a conversation between the client and the agent.
16 . The apparatus for guiding a conversation as in claim 11 wherein the means for detecting an information content of the conversation further comprises means for performing stress analysis on a voice of the client.
17 . The apparatus for guiding a conversation as in claim 16 wherein the means for performing stress analysis further comprises means for measuring a voice pitch of the voice of the client.
18 . The apparatus for guiding a conversation as in claim 16 wherein the means for performing stress analysis further comprises means for measuring a word rate of the voice of the client.
19 . The apparatus for guiding a conversation as in claim 11 wherein the means for suggesting a conversation topic further comprises means for displaying a text message on a terminal used by the agent.
20 . The apparatus for guiding a conversation as in claim 11 wherein the means for suggesting a conversation topic further comprises means for providing an audible message through an earphone of the agent heard only by the agent.
21 . An apparatus for guiding a conversation taking place between a client and an agent through a communication system, such apparatus comprising:
a voice recognition application adapted to detect an information content of the conversation;
a content analysis application adapted to determine a goal of the client from the detected information content; and
a prompter adapted to suggest a subject matter to the agent to guide the conversation towards the goal of the client.
22 . The apparatus for guiding a conversation as in claim 21 further comprising a database of customer records adapted to determining an identity of the client from the detected information content.
23 . The apparatus for guiding a conversation as in claim 21 wherein the voice recognition application further comprises a voice analyzer adapted to perform stress analysis on a voice of the client.
24 . The apparatus for guiding a conversation as in claim 21 wherein the prompter further comprises a terminal adapted to display a text message to the agent.
25 . The apparatus for guiding a conversation as in claim 21 wherein the prompter further comprises an earphone adapted to provide an audible message heard only by the agent.