System and method for providing automated call center post-call processing
US8170197B2 · kind B2 · utility
18Cited by
103References
17Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Mar 17, 2005 |
| Grant date | May 1, 2012 |
| Priority date | — |
| Expiry date | Aug 21, 2027 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/558
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for providing a message-based communications infrastructure for automated call center post-call processing is described. Verbal speech utterances in a stream of recorded user messages are identified. The recorded user messages are parsed from a call with a user into a call center. The stream of recorded user messages are stored into a database maintained by the call center. The call is processed through an agent. One or more of the user messages is presented to the agent. Commands on the user messages are executed responsive to the agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.