System and method for providing a multi-modal communications...

Details System and method for providing a multi-modal communications... System and method for providing a multi-modal communications...

2007-10-31

2011-11-29

Addy, Thjuan K (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S088130, C379S265020, C379S265050

Reexamination Certificate

active

08068595

ABSTRACT:
A multi-modal call is accepted from a caller through a telephony interface, which accommodates multi-modal calls including at least one of verbal speech and text messaging. Incoming speech in the multi-modal call is converted into transcribed text. Incoming text messaging is matched with the transcribed text. The multi-modal call is automatically assigned through a session manager to a session under operation of a live agent. The transcribed text and incoming text messaging are progressively processed during the session through an agent application by performing a customer support scenario interactively monitored and controlled by the live agent.

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