Assistive call center interface

Details Assistive call center interface Assistive call center interface

2006-09-05

2006-09-05

Abebe, Daniel (Department: 2626)

Data processing: speech signal processing, linguistics, language

Speech signal processing

Application

C704S009000, C704S235000

Reexamination Certificate

active

07103553

ABSTRACT:
Unstructured voice information from an incoming caller is processed by automatic speech recognition and semantic categorization system to convert the information into structured data that may then be used to access one or more databases to retrieve associated supplemental data. The structured data and associated supplemental data are then made available through a presentation system that provides information to the call center agent and, optionally, to the incoming caller. The system thus allows a call center information processing system to handle unstructured voice input for use by the live agent in handling the incoming call and for storage and retrieval at a later time. The semantic analysis system may be implemented by a global parser or by an information retrieval technique, such as latent semantic analysis. Co-occurrence of keywords may be used to associate prior calls with an incoming call to assist in understanding the purpose of the incoming call.

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