System and method for providing instant communication based customer support services using voice recognition
US8775514B2 · kind B2 · utility
10Cited by
3References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 11, 2009 |
| Grant date | Jul 8, 2014 |
| Priority date | — |
| Expiry date | Jul 30, 2031 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/60
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An approach is provided for managed instant communication (or chat)-based customer support services. Data communication is received, at a customer service platform, from a customer requesting assistance. An instant communication session is established between the customer and an agent at the customer service platform. Speech-to-text conversion operation is activated for the agent, wherein the agent corresponds during the instant communication session by speech. Agent speech correspondence is converted during the instant communication session to text data. Agent correspondence is transmitted to the customer as text data.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.