发明名称 |
System and method for providing a multi-modal communications infrastructure for automated call center operation |
摘要 |
A system and method for providing a multi-modal communications infrastructure for automated call center operation is provided. A multi-modal call is accepted from a caller through a telephony interface, which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the multi-modal call is converted into transcribed text. Incoming text messaging is matched with the transcribed text. The multi-modal call is automatically assigned through a session manager to a session under operation of a live agent. The transcribed text and incoming text messaging are progressively processed during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.
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申请公布号 |
US2008118051(A1) |
申请公布日期 |
2008.05.22 |
申请号 |
US20070981860 |
申请日期 |
2007.10.31 |
申请人 |
ODINAK GILAD;SUTHERLAND ALASTAIR |
发明人 |
ODINAK GILAD;SUTHERLAND ALASTAIR |
分类号 |
H04M3/00;H04M3/51;H04M3/53;H04M3/533 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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