Apparatus and method for processing service interactions
US7606718B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | May 5, 2004 |
| Grant date | Oct 20, 2009 |
| Priority date | — |
| Expiry date | Dec 11, 2026 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/493
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
An interactive voice and data response system that directs input to a voice, text, and web-capable software-based router, which is able to intelligently respond to the input by drawing on a combination of human agents, advanced speech recognition and expert systems, connected to the router via a TCP/IP network. The digitized input is broken down into components so that the customer interaction is managed as a series of small tasks rather than one ongoing conversation. The router manages the interactions and keeps pace with a real-time conversation. The system utilizes both speech recognition and human intelligence for purposes of interpreting customer utterance or customer text. The system may use more than one human agent, or both human agents and speech recognition software, to interpret simultaneously the same component for error-checking and interpretation accuracy.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.