发明申请
US20130251119A1 PERSISTING CUSTOMER IDENTITY VALIDATION DURING AGENT-TO-AGENT TRANSFERS IN CALL CENTER TRANSACTIONS
失效
在呼叫中心交易中进行代理转换的客户身份验证过程中的客户身份验证
- 专利标题： PERSISTING CUSTOMER IDENTITY VALIDATION DURING AGENT-TO-AGENT TRANSFERS IN CALL CENTER TRANSACTIONS
- 专利标题（中）： 在呼叫中心交易中进行代理转换的客户身份验证过程中的客户身份验证
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申请号： US13424989申请日： 2012-03-20
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公开(公告)号： US20130251119A1公开(公告)日： 2013-09-26
- 发明人: Rahul P. Akolkar , Joao P. Goncalves , Jacquelyn A. Martino , Mathew S. Thoennes
- 申请人： Rahul P. Akolkar , Joao P. Goncalves , Jacquelyn A. Martino , Mathew S. Thoennes
- 申请人地址： US NY Armonk
- 专利权人： INTERNATIONAL BUSINESS MACHINES CORPORATION
- 当前专利权人： INTERNATIONAL BUSINESS MACHINES CORPORATION
- 当前专利权人地址： US NY Armonk
- 主分类号： H04M1/64
- IPC分类号： H04M1/64
摘要：
A small baseline audio sample is sampled when a person initially calls in and the sample is held only for the duration of the call. For each subsequent transfer, a comparison is made to the baseline established from the initial call and at the end of the call the voice sample is discarded so no resources need to be maintained. Speaker verification and VOIP technologies are used to persist the customer's verification information as service representative hand-offs occur.
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