Automatic voice processing assisted customer information system

Details Automatic voice processing assisted customer information system Automatic voice processing assisted customer information system

H - Electricity

04

M

344/13

H04M 3/50 (2006.01) H04M 11/00 (2006.01)

Patent

CA 1293041

- 27 - AUTOMATIC VOICE PROCESSING ASSISTED CUSTOMER INFORMATION SYSTEM Abstract A vendor information service is offered utilizing the services of attendants for identifying customer requests and for taking orders, utilizing a voice processing unit for announcing prerecorded information to customers and for recognizing voice commands or keyed requests. Such commands or requests may be to announce another message to a customer, to set up a connection to a telephone operator, or to connect the customer directly to a vendor. A customer is initially connected to a telephone operator who ascertains the basic customer request. In response to that request, the operator sets up an announcement for the customer. A voice processing unit then monitors the customer for voice commands or keyed requests in order to play another announcement or to set up a connection from the customer to another telephone operator or a vendor attendant. Advantageously, such an arrangement utilizes operator and vendor attendant time efficiently and permits advertising announcements to be played only to those customers who specifically request them.

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