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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.:

US 9667789 B1

PDFFull Text
Date of Patent:
May. 30, 2017

Filed:

Feb. 08, 2016

System and method for facilitating agent-caller communication during a call

Applicant:

Intellisist, Inc., Seattle, WA (US);

Inventors:

Gilad Odinak, Bellevue, WA (US);

Alastair Sutherland, Seattle, WA (US);

Assignee:

Intellisist, Inc., Seattle, WA (US);

Attorney:

Patrick J.S. Inouye

Primary Examiner:

Thjuan K Addy

Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 3/51 (2006.01); H04M 3/53 (2006.01); H04M 3/493 (2006.01); H04W 4/12 (2009.01); G10L 13/08 (2013.01); G10L 15/26 (2006.01); H04M 3/523 (2006.01); H04M 3/42 (2006.01); H04M 3/533 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5183 (2013.01); G10L 13/08 (2013.01); G10L 15/265 (2013.01); H04M 3/42221 (2013.01); H04M 3/42382 (2013.01); H04M 3/4936 (2013.01); H04M 3/51 (2013.01); H04M 3/5133 (2013.01); H04M 3/5166 (2013.01); H04M 3/523 (2013.01); H04M 3/5322 (2013.01); H04W 4/12 (2013.01); H04M 3/42059 (2013.01); H04M 3/533 (2013.01); H04M 2201/38 (2013.01); H04M 2201/39 (2013.01); H04M 2201/40 (2013.01); H04M 2201/60 (2013.01); H04M 2203/306 (2013.01); H04M 2203/357 (2013.01); H04M 2203/4536 (2013.01);
Abstract

A system and method for facilitating agent-caller communication during a call is provided. An incoming call is assigned to an agent and a script selection is received from the agent based on a particular problem identified during the call. The script is provided to a caller participating in the call. Text messages and voice input are received from the caller. The received text messages are directly forwarded to the agent. The voice input is transcribed into written text and provided to the agent. Text messages are received from the agent in response to one or more of the voice input and text messages from the caller. The text messages from the agent are transformed into synthesized speech utterances. A record of the call is generated by compiling the text messages and transcribed written text from the caller and the text messages from the agent.

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