System, method and software program for enabling communications between customer service agents and users of communication devices
US9386154B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 21, 2007 |
| Grant date | Jul 5, 2016 |
| Priority date | — |
| Expiry date | May 18, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2061
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present invention provides a system, method and software application for enabling a customer service agent to efficiently communicate with users of a communication device. When a user enters speech input into his communication device, the speech is converted to text, and the text is displayed to the customer service agent on the agent's computer screen. Alternately, the user's speech input is provided to the customer service agent in the form of an audio file. The agent types a response, and the agent's response is provided to the user on the user's communication device. The agent's response may be converted to speech and played to the user, and/or the agent's response may be displayed as text on the display screen of the user's communication device.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.