Computer-Implemented System And Method For Call Response Processing
A computer-implemented system and method for call response processing is provided. A call is monitored between an agent and a customer. A stream of speech with inquiries from the customer is received during the call. At least a portion of a script is received from the agent in response to one of the inquiries from the customer, and a spoken response is provided to the customer based on the script from the agent. A text message is further received from the agent in response to another of the inquiries from the customer. The text message is converted to a spoken response and provided to the customer.
1 . A computer-implemented system for call response processing, comprising:
a monitor to monitor a call between an agent and a customer;
a speech module to receive a stream of speech with inquiries from the customer;
a script module to receive from the agent at least a portion of a script in response to one of the inquiries from the customer and to provide a spoken response to the customer based on the script from the agent;
a text module to receive from the agent a text message in response to another of the inquiries from the customer; and
a text-to-speech module to convert the text message to a spoken response and to provide the spoken response to the customer.
2 . A system according to claim 1 , further comprising:
a compiler to compile the script and the text message from the agent and the speech from the customer as record of the call.
3 . A system according to claim 2 , further comprising:
a correction module to receive from the agent one of input and corrections to the call record.
4 . A system according to claim 1 , wherein the call is one of up to four call sessions simultaneously presented to the agent via an agent console.
5 . A system according to claim 4 , further comprising:
an active call module to designate one of the simultaneous calls as active and to receive from the agent instructions for the active call comprising one of playing a recording of a transcribed message to the agent, playing a synthesized message to the customer, and activating at least a portion of one of the scripts.
6 . A system according to claim 1 , further comprising:
a conversion module to convert the speech from the customer to text and to provide the text to the agent.
7 . A system according to claim 6 , further comprising:
a speech identification module to identify one or more utterances in the speech from the agent; and
an instruction module to receive instructions from the agent for one of ranking and reordering the identified utterances.
8 . A system according to claim 1 , wherein the text message from the agent is manually typed.
9 . A system according to claim 1 , further comprising:
a transfer module to transfer the customer to a live agent.
10 . A system according to claim 1 , further comprising:
a database to store a portion of the speech from the customer as parsed data.
11 . A computer-implemented method for call response processing, comprising:
monitoring a call between an agent and a customer;
receiving a stream of speech with inquiries from the customer;
receiving from the agent at least a portion of a script in response to one of the inquiries from the customer;
providing a spoken response to the customer based on the script from the agent;
further receiving from the agent a text message in response to another of the inquiries from the customer;
converting the text message to a spoken response; and
providing the spoken response to the customer.
12 . A method according to claim 11 , further comprising:
compiling the script and the text message from the agent and the speech from the customer as record of the call.
13 . A method according to claim 12 , further comprising:
receiving from the agent one of input and corrections to the call record.
14 . A method according to claim 11 , wherein the call is one of up to four call sessions simultaneously presented to the agent via an agent console.
15 . A method according to claim 14 , further comprising:
designating one of the simultaneous calls as active; and
receiving from the agent instructions for the active call comprising one of playing a recording of a transcribed message to the agent, playing a synthesized message to the customer, and activating at least a portion of one of the scripts.
16 . A method according to claim 11 , further comprising:
converting the speech from the customer to text; and
providing the text to the agent.
17 . A method according to claim 16 , further comprising:
identifying one or more utterances in the speech from the agent
receiving instructions from the agent for one of ranking and reordering the identified utterances.
18 . A method according to claim 11 , wherein the text message from the agent is manually typed.
19 . A method according to claim 11 , further comprising:
transferring the customer to a live agent.
20 . A method according to claim 11 , further comprising:
storing a portion of the speech from the customer as parsed data.