System and method for providing automated call center post-call processing
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United States of America Patent
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May 1, 2012
Issued Date -
N/A
app pub date -
Mar 17, 2005
filing date -
Mar 15, 2002
priority date (Note) -
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status (Latency Note)
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Abstract
A system and method for providing a message-based communications infrastructure for automated call center post-call processing is described. Verbal speech utterances in a stream of recorded user messages are identified. The recorded user messages are parsed from a call with a user into a call center. The stream of recorded user messages are stored into a database maintained by the call center. The call is processed through an agent. One or more of the user messages is presented to the agent. Commands on the user messages are executed responsive to the agent.
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