Computer-implemented system and method for automating call center phone calls

摘要

A system and method for processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored.

主权项

1. A computer-implemented system for automating call center phone calls, comprising:
a telephony interface to receive a stream of verbal speech utterances from a callee of a call made from a call center; an agent application to process the verbal speech utterances through a customer support scenario controlled by a live agent of the call center; a post-call processor to identify one or more characteristics of the callee based on the verbal speech utterances; a command processor to automate an outgoing call to a different callee with characteristics similar to the characteristics of the callee of the call made from the call center; a script engine to receive a user selection of one or more scripts, each script comprising a grammar that defines a set of executable instructions for a question-and-response dialog and to affect an execution of the selected script; and a performance module comprising at least one of:
a start module to begin the execution of the selected script;an adjustment module to adjust a point of the execution within the selected script; anda repeat module to repeat a portion of the selected script.