System and method for providing a multi-modal communications infrastructure for automated call center operation
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Nov 29, 2011
Issued Date -
N/A
app pub date -
Oct 31, 2007
filing date -
Mar 15, 2002
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A multi-modal call is accepted from a caller through a telephony interface, which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the multi-modal call is converted into transcribed text. Incoming text messaging is matched with the transcribed text. The multi-modal call is automatically assigned through a session manager to a session under operation of a live agent. The transcribed text and incoming text messaging are progressively processed during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.
First Claim
Family
International Classification(s)
Cited Art Landscape
Patent Citation Ranking
Advertisement
Advertisement
Advertisement
Recipient Email Address
Recipient Email Address
Comment
Recipient Email Address
Add to Portfolio(s)
To add this patent to one, or more, of your portfolios, simply click the add button.
This Patent is in these Portfolios:
Add to additional portfolios:
Last Refreshed On:
Changes done successfully