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1. IN5587/DELNP/2005 - ASSISTIVE CALL CENTER INTERFACE

Office
India
Application Number 5587/DELNP/2005
Application Date 01.12.2005
Publication Number 5587/DELNP/2005
Publication Date 18.09.2009
Publication Kind A
IPC
H04M
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
Applicants MATSUSHITA ELECTRIC INDUSTRIAL CO., LTD
Inventors APPLEBAUM, TED
JUNQUA, JEAN-CLAUDE
Priority Data 10454716 04.06.2003 US
Title
(EN) ASSISTIVE CALL CENTER INTERFACE
Abstract
(EN) 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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