Method of operating an ordering call center using voice recognition technology
US8971503B1 · kind B1 · utility
Assignee
Inventor
Key dates
| Filing date | Apr 2, 2013 |
| Grant date | Mar 3, 2015 |
| Priority date | — |
| Expiry date | Apr 2, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5166
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method are provided for operating a call order center, comprising: obtaining voice training data for a call center service representative (CCSR) for phrases associated with an ordering process or products associated with the call order center; receiving customer call for an order by the CCSR on a telephone; activating a voice recognition system that accesses the CCSR voice training data via a switch; during a telephone call, issuing commands and providing data by the CCSR associated with the order to the voice recognition system that are translated and entered into an ordering system by the voice recognition system; and deactivating the voice recognition system via the switch. A role can be assigned to or deassigned from an employee based on their location relative to a particular location point within a work area.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.