METHODS AND SYSTEMS FOR MANAGING SIMULATED REAL-TIME CONVERSATIONS

摘要

Methods and systems for managing real-time conversations include are disclosed. In one or more examples, voice communications may be received from a caller and converted into textual elements. The textual elements may be analyzed to identify key concepts or expressions. A segment of a call script associated with the identified key concepts or expressions can be identified, and a plurality of selectable audio responses to present to the caller based upon the identified segment of the call script and the identified key concepts or expressions may be provided to the agent-operator. An audio response selected by the agent-operator from the selectable audio responses may be communicated to the caller. Other aspects, embodiments, and features are also included.

主权项

1. A processing system that provides a service to an agent-operator, said system comprising a processor and a memory, and being programmed, via executable program instructions, to perform a method that comprises:
obtaining a number of selectable audio responses associated with a call script, wherein the call script comprises a number of segments, the segments associated with the selectable audio responses; receiving voice communications from a caller; converting the voice communications from the caller into textual elements; identifying one or more predefined keywords in the textual elements; identifying a segment of the call script based upon the identified keywords; providing to an agent-operator a plurality of selectable audio responses to present to the caller based upon the identified segment of the call script and the identified keywords; and communicating to the caller an audio response selected by the agent-operator from the selectable audio responses.