Computer-Implemented System And Method For Call Response Processing

Abstract

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.

What is claimed is: 
     
         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.