公开(公告)号：WO2011116190A1

公开(公告)日：2011-09-22

申请号：PCT/US2011/028816

申请日：2011-03-17

Applicant: MUNNS, Jacob ,  ROSELUND, Darren ,  EARNSHAW, Berton

Inventor： MUNNS, Jacob ,  ROSELUND, Darren ,  EARNSHAW, Berton

IPC: H04M11/00

CPC classification number: H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M2203/306

Abstract: A method and system is disclosed for managing a plurality of simulated real¬ time conversations simultaneously with a plurality of callers. The disclosure includes personalizing a number of selectable audio responses associated with a call script in an agent-operator's own unique voice, interacting with a caller, and selecting an audio response for subsequent presentation to the caller, from the selectable audio responses when operating in the agent-operator assist mode. The call script includes a number of segments, including segments associated with the selectable audio responses. The interaction with the caller is selectable among an automated mode, an agent- operator assist mode, and an agent- operator mode.

Abstract translation: 公开了用于与多个呼叫者同时管理多个模拟实时对话的方法和系统。 本公开包括个人化与代理操作者自己的独特语音中的呼叫脚本相关联的多个可选择的音频响应，与呼叫者交互，以及当在可操作的音频响应中时，从可选择的音频响应中选择用于随后呈现给呼叫者的音频响应 代理操作员辅助模式。 呼叫脚本包括多个段，包括与可选音频响应相关联的段。 与来电者的交互在自动模式，代理操作员辅助模式和代理操作员模式之间是可选择的。