Reconnecting To A Node Of An Interactive Voice Response Service
US-2024340376-A1 · Oct 10, 2024 · US
System and method for interacting with live agents in an automated call center
US8943394B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-8943394-B2 |
| Application number | US-27425808-A |
| Country | US |
| Kind code | B2 |
| Filing date | Nov 19, 2008 |
| Priority date | Nov 19, 2008 |
| Publication date | Jan 27, 2015 |
| Grant date | Jan 27, 2015 |
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Abstract
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Embodiments of an interface system that enables a call center agent to access and intervene in an interaction between an automated call center system and a caller whenever necessary for complex application tasks is described. The system includes a user interface that presents the agent with one or more categories of information, including the conversation flow, obtained semantic information, the recognized utterances, and access to the utterance waveforms. This information is cross-linked and attached with a confidence level for better access and navigation within the dialog system for the generation of appropriate responses to the caller.
First claim
Opening claim text (preview).
What is claimed is: 1. An apparatus allowing agent intervention in an automated call center application configured to handle multiple simultaneous calls, the method comprising: a processor-based automated dialog system receiving spoken input from the caller in a dialog between the caller, translating the spoken input into a series of words to form a hypothesis regarding the caller input; a notification module configured to automatically notify the agent upon recognition of a pot…
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Physics · mapped topic
- H04M3/5166Primary
Electricity · mapped topic
Electricity · mapped topic
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Frequently asked questions
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- What does patent US8943394B2 cover?
- Embodiments of an interface system that enables a call center agent to access and intervene in an interaction between an automated call center system and a caller whenever necessary for complex application tasks is described. The system includes a user interface that presents the agent with one or more categories of information, including the conversation flow, obtained semantic information, th…
- Who is the assignee on this patent?
- Weng Fuliang, Yan Baoshi, Shen Zhongnan, and 4 more
- What technology area does this patent fall under?
- Primary CPC classification H04M3/5166. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Jan 27 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).