The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 27, 2007
Filed:
Mar. 21, 2002
Anthony Dezonno, Bloomingdale, IL (US);
Jeffrey Hodson, Wheaton, IL (US);
Roger Sumner, Batavia, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Mark Michelson, Elburn, IL (US);
Robert Beckstrom, Bolingbrook, IL (US);
Mark Power, Carol Stream, IL (US);
Craig Shambaugh, Wheaton, IL (US);
Anthony Dezonno, Bloomingdale, IL (US);
Jeffrey Hodson, Wheaton, IL (US);
Roger Sumner, Batavia, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Mark Michelson, Elburn, IL (US);
Robert Beckstrom, Bolingbrook, IL (US);
Mark Power, Carol Stream, IL (US);
Craig Shambaugh, Wheaton, IL (US);
Rockwell Electronic Commerce Technologies, LLC, Wood Dale, IL (US);
Abstract
A method and apparatus are provided for guiding a conversation between an agent of a call center and a client of the call center towards one of a plurality of goals of an organization controlling the call center. The method includes the steps of recognizing a voice content of the client of the call center, correlating the recognized voice content with a first goal of the plurality of goals of the call center and presenting script to the agent of the call center based upon the correlated goal of the call center.