logo

For the Inventor, By the Inventor

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 9942401 B1

PDFFull Text
Date of Patent:
Apr. 10, 2018

Filed:

May. 26, 2017

System and method for automated call center operation facilitating agent-caller communication

Applicant:

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

Inventors:

Gilad Odinak, Bellevue, WA (US);

Alastair Sutherland, Seattle, WA (US);

Assignee:

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

Attorneys:

Patrick J. S. Inouye

Krista A. Wittman

Primary Examiner:

Thjuan K Addy

Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 11/00 (2006.01); H04M 3/51 (2006.01); G10L 13/08 (2013.01); G10L 15/26 (2006.01); H04M 3/42 (2006.01); H04M 3/493 (2006.01); H04M 3/523 (2006.01); H04M 3/53 (2006.01); H04W 4/12 (2009.01); 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 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.

Find Patent Forward Citations

Loading…