SYSTEM AND METHOD FOR PROVIDING A MESSAGE-BASED COMMUNICATIONS INFRASTRUCTURE FOR AUTOMATED CALL CENTER OPERATION

摘要

A system (10) and method (100) for providing a message-based communications infrastructure for automated call center operation is described. A call (54) from a user (12) into a call center (11) is accepted. The accepted call (54) includes a stream of transcribed verbal speech utterances (57). Each transcribed verbal speech utterance (57) is recorded as a user message (22). The accepted call (54) is assigned to a session (20), which is then assigned to an agent (81). The call (54) is progressively processed in the assigned session (20) by presenting each user message (22) to the assigned agent (81) , executing commands responsive to the assigned agent (81), and sending an age nt message (23) to the user (12). The agent message (23) includes a stream of synthesized audible speech utterances (63).