System and method for providing an automated call center inline architecture
US8204746B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Mar 28, 2008 |
| Grant date | Jun 19, 2012 |
| Priority date | — |
| Expiry date | Apr 20, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A system and method for providing an automated call center inline architecture is provided. A plurality of grammar references and prompts are maintained on a script engine. A call is received through a telephony interface. Audio data is collected using the prompts from the script engine, which are transmitted to the telephony interface via a message server. Distributed speech recognition is performed on a speech server. The grammar references are received from the script engine via the message server. Speech results are determined by applying the grammar references to the audio data. A new grammar is formed from the speech results. Speech recognition results are identified by applying the new grammar to the audio data. The speech recognition results are received as a display on an agent console.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.