System and method for providing a message-based...

Details System and method for providing a message-based... System and method for providing a message-based...

H - Electricity

04

M

H04M 3/51 (2006.01) H04M 3/53 (2006.01) G10L 13/00 (2006.01)

Patent

CA 2479407

A system (10) and method (100) for providing a message-based communications infrastructure for automated call center operation is described. A call (54) from a user (12) into a call center (11) is accepted. The accepted call (54) includes a stream of transcribed verbal speech utterances (57). Each transcribed verbal speech utterance (57) is recorded as a user message (22). The accepted call (54) is assigned to a session (20), which is then assigned to an agent (81). The call (54) is progressively processed in the assigned session (20) by presenting each user message (22) to the assigned agent (81), executing commands responsive to the assigned agent (81), and sending an agent message (23) to the user (12). The agent message (23) includes a stream of synthesized audible speech utterances (63).

L'invention concerne un système (10) et un procédé (100) pour l'établissement d'une infrastructure à base de messages dans un centre d'appels automatique. Un appel (54) émanant d'un utilisateur (12) et reçu dans un centre d'appels (11) est accepté. L'appel accepté (54) comprend un flux de séquences verbales transcrites (57). Chaque séquence transcrite (57) est enregistrée sous forme de message d'utilisateur (22). L'appel accepté (54) est attribué à une session (20), elle-même attribuée ensuite à un agent (81). L'appel (54) est traité progressivement dans la session attribuée (20), par la présentation de chaque message d'utilisateur (22) à l'agent d'affectation (81), avec exécution des commandes en réponse à l'agent d'affectation (81), et transmission d'un message d'agent (23) à l'utilisateur (12). Le message d'agent (23) comprend un flux de séquences verbales audibles synthétisées (63).

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