System and method for automated call center operation facilitating agent-caller communication
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United States of America Patent
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Apr 10, 2018
Issued Date -
N/A
app pub date -
May 26, 2017
filing date -
Mar 15, 2002
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Abstract
A system and method for automated call center operation facilitating agent-caller communication are provided. Multiple call sessions with users are simultaneously provided for an agent on a display. One of the call sessions is identified as active and the agent is allowed to communicate with the user of that call session. Speech utterances for each of the remaining call sessions are received from the user participating in that call session. Each received speech utterance is transcribed and displayed with the associated call session while the agent is communicating with the user of the active call. During the call sessions, text messages are received from one or more of the user of the active call and at least one of the users of the remaining call sessions. The text messages are displayed with the associated call sessions while the agent is communicating with the user of the active call session.
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