| 摘要 |
A system for providing a live agent with information on a telephone call has an interactive voice response (IVR) mechanism responding to a telephone call placed by a caller by providing a request signal transferred to the caller. The caller may be requested to produce a voice response indicating a purpose of the telephone call. A speech recognition mechanism processes the caller's voice response so as to produce a data signal representing a recognized voice response. A computer telephony integration (CTI) unit forwards to the live agent the telephone call from the caller, concurrently with forwarding the data signal representing the recognized voice response to a terminal for display to the live agent. The CTI unit may perform a screen popping function to display the data signal as a visual object at the terminal of the live agent. The visual object may include a text corresponding to the recognized voice response.
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