Using a speech analytics system to offer callbacks
US9438730B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 25, 2016 |
| Grant date | Sep 6, 2016 |
| Priority date | — |
| Expiry date | Mar 25, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5166
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Various embodiments of the invention provide methods, systems, and computer-program products for setting up a callback for a party placed on hold. In particular embodiments, speech analytics is used to listen in on a party once the party has been placed on hold for a keyword spoken by the party indicating the party would like to receive a callback. In response to detecting the keyword spoken by the party, a notification is sent to a component such as an IVR and in turn, the IVR interacts with the party to obtain information from the party with respect to placing a callback to the party. Accordingly, this information is recorded so that a callback can be placed to the party at a later time by some type of call handler component such as, for example, a dialer or PBX.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.