Method of creating scripts by translating agent/customer conversations
US6970821B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 26, 2000 |
| Grant date | Nov 29, 2005 |
| Priority date | — |
| Expiry date | Dec 21, 2022 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/357
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method and apparatus are provided for presenting script to be followed by a telemarketer during a threaded conversation with a customer. The method includes the steps of recognizing a word content of a response of the customer to a first portion of the presented script and detecting key words and key words in context of the response. The method further includes the steps of evaluating the detected key words and key words in context to determine an information content, comparing the information content of the evaluated words with an information content of a plurality of expected customer responses and selecting the expected customer response with a closest relative match and following a script associated with the selected expected customer response of the customer as a second portion of the presented script.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.