公开(公告)号：US07292689B2

公开(公告)日：2007-11-06

申请号：US10367533

申请日：2003-02-14

Applicant: Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

Inventor： Gilad Odinak ,  Alastair Sutherland ,  William A. Tolhurst

IPC: H04M3/22

CPC classification number: H04M3/5166 ,  G10L15/26 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/5322 ,  H04M3/533 ,  H04M2201/38 ,  H04M2201/39 ,  H04M2201/40 ,  H04M2201/60 ,  H04M2203/306 ,  H04M2203/4536

Abstract: A system and method for providing a message-based communications infrastructure for automated call center operation is described. A call from a user into a call center is accepted. The accepted call includes a stream of transcribed verbal speech utterances. Each transcribed verbal speech utterance is recorded as a user message. The accepted call is assigned to a session, which is then assigned to an agent. The call is progressively processed in the assigned session by presenting each user message to the assigned agent, executing commands responsive to the assigned agent, and sending an agent message to the user. The agent message includes a stream of synthesized audible speech utterances.

Abstract translation: 描述了一种用于为自动呼叫中心操作提供基于消息的通信基础设施的系统和方法。 接受来自用户的呼叫进入呼叫中心。 接受的电话包括转录的言语言语句。 每个转录的言语言语音被记录为用户消息。 被接受的呼叫被分配给一个会话，然后被分配给一个代理。 通过向所分配的代理呈现每个用户消息，响应于所分配的代理执行命令，并向用户发送代理消息，在分配的会话中逐渐处理该呼叫。 代理消息包括合成的语音语音流。