Telstra Corporation Limited

Brett Andrew Avery

Eldon Chun-Keung Wong

Ihab Nakhla

An application management system, including a learning robot/learning agent adapted to generate control data (eg automation script) by monitoring interactions () between a customer service application (CSA) and a user of the application and an execution robot for sending application data to the application on the basis of the control data, is described. A contact center management system whose components are configurable by a contact center administrator is also described. A relationship management system that manages a relationship between a business requiring a contact center and a customer service representative broker is also described.

Management system for a contact center

Method of confirming the establishment of a voice connection, such as a VoIP connection, between first and second end stations coupled to a packet switched communications network. The voice connection is used to transfer an audible request from the first end station to the second end station, to ask the user of the second end station to generate a predetermined vocal response. The first end station compares any response from the second end station to the predetermined vocal response. The connection is determined to be established in response to a successful comparison. The predetermined vocal response includes a predetermined speech sequence comprising characters, a word or words, and a speech recognition procedure is applied to the received response to determine the presence of any speech sequence for comparison with the predetermined sequence. If a fault is detected an alternative connection is established to execute a process to correct the fault.

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Satur Via Scone, Australia

Brett Andrew Avery