System And Method For Facilitating Agent-Caller Communication During A Call

摘要

A system and method for facilitating agent-caller communication during a call is provided. An incoming call is assigned to an agent and a script selection is received from the agent based on a particular problem identified during the call. The script is provided to a caller participating in the call. Text messages and voice input are received from the caller. The received text messages are directly forwarded to the agent. The voice input is transcribed into written text and provided to the agent. Text messages are received from the agent in response to one or more of the voice input and text messages from the caller. The text messages from the agent are transformed into synthesized speech utterances. A record of the call is generated by compiling the text messages and transcribed written text from the caller and the text messages from the agent.

主权项

1. A computer-implemented system for facilitating agent-caller communication during a call, comprising:
a telephony interface to assign an incoming call to an agent; a script engine to retrieve a script selection from the agent based on a particular problem identified during the call and to provide the script to a caller participating in the call; a receipt module to receive text messages and voice input from the caller and to directly forward the received text messages to the agent; a speech engine to transcribe the voice input from the caller into written text and to provide the written text to the agent; a text-to-speech engine to receive text messages from the agent in response to one or more of the voice input and text messages from the caller and to transform the text messages from the agent into synthesized speech utterances; and a log generator to generate a record of the call by compiling the text messages and transcribed written text from the caller and the text messages from the agent.