Adaptive transaction guidance

US7197132B2 · kind B2 · utility

Assignee

• Rockwell Electronic Commerce Technologies, LLC · US

Inventors

• Anthony Dezonno · Bloomingdale, US
• Jeffrey Hodson · Wheaton, US
• Roger Sumner · Batavia, US
• Carlo Bonifazi · Woodridge, US
• Mark Michelson · Elburn, US
• Robert Beckstrom · Bolingbrook, US
• Mark Power · Carol Stream, US
• Craig Shambaugh · Wheaton, US

Key dates

• Filing date: Mar 21, 2002
• Grant date: Mar 27, 2007
• Expiry date: Feb 14, 2024

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2201/40
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.