Systems and methods of using machine translation in contact handling systems
US8842821B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 6, 2012 |
| Grant date | Sep 23, 2014 |
| Priority date | — |
| Expiry date | Mar 11, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2242/12
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Methods and apparatus for facilitation communication between a customer requesting accommodation of a particular language and an available agent not proficient in the particular language through use of machine translation are disclosed. The method can include receiving a communication request from the customer, including a request that the communication accommodate the particular language. The method can include determining that the contact handling system is unlikely to accommodate the communication request via an agent proficient in the requested language within a threshold time period. The method can include beginning communication between the customer and an available agent not proficient in the particular language using machine translation to facilitate the communication.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.