Computer-implemented system and method for processing user communications

摘要

A computer-implemented system and method for processing user communications is provided. Instructions are received within a call center from a user via a vehicle calling system. A determination as to whether the instructions are correctly received is confirmed by processing the instructions, by providing results of the processed instructions to the user, and by receiving confirmation that the results are correct. The instructions are converted from speech to text upon the confirmation and are subsequently provided to an agent. A communication is received from the agent in response to the instructions and the communication is provided to the user via the vehicle calling system.

主权项

1. A computer-implemented system for processing user communications, comprising:
an inquiry module to receive from a user, a verbal inquiry within a call center during a call between the user and an agent; a speech-to-text module to convert the verbal inquiry from speech to text and to provide the text to the agent; a message server to receive in the call center, at least one text message sent from the user during the call, to identify the agent participating in the call with the user, and to transmit the text message to the identified agent; a communication receipt module to receive a reply from the agent in response to the verbal inquiry and text message and to provide the reply to the user; and a database to store communication received during the call comprising the verbal inquiry and text message from the user, and the reply from the agent as a log of the call.