Computer-implemented system and method for simultaneously processing multiple call sessions
US9288323B2 · kind B2 · utility
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101References
22Claims
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Assignee
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Key dates
| Filing date | Jul 7, 2014 |
| Grant date | Mar 15, 2016 |
| Priority date | — |
| Expiry date | Jul 7, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/4536
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.