Automated voice-based customer service
US9691070B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Sep 1, 2015 |
| Grant date | Jun 27, 2017 |
| Priority date | — |
| Expiry date | Sep 1, 2035 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L2015/223
- WIPO fieldAudio-visual technology
- WIPO sectorElectrical engineering
Abstract
An automated voice-based customer service system assists TV subscribers without engaging a customer service representative at a call center. A spoken user query is captured by a hand-held remote control device equipped with a microphone. The remote control device transmits voice data to a television content receiver and the voice data is sent to an automated customer service system. The automated customer service system decodes the user query and formulates a response. The response is then transmitted back to the television content receiver for presentation to the user as a voice response, on-screen text response, or as a modification to equipment settings. The user is able to converse verbally with the voice-based automated customer service system. Such a protocol assists subscribers in solving most common, routine problems without involvement of a human customer service representative. The automated customer service system can be programmed to process user queries about billing as well as technical difficulties concerning content reception, tuning, or display of television signals, and device connectivity.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.