Title:
REAL-TIME SPEECH FEED TO AGENT GREETING
Document Type and Number:
Japanese Patent JP2019207695
Kind Code:
A
Abstract:
To provide real-time speech feed to agent greeting.SOLUTION: A process for updating a second agent about a call in a contact center comprises the steps of receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call is identified on the basis of the detected keywords. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.SELECTED DRAWING: Figure 2
Inventors:
GERARD CARTY
MORAN THOMAS
MORAN THOMAS
Application Number:
JP2019109971A
Publication Date:
December 05, 2019
Filing Date:
June 13, 2019
Export Citation:
Assignee:
AVAYA INC
International Classes:
G06F3/16; G10L15/00; G10L15/10
Domestic Patent References:
| JP2016119634A | 2016-06-30 | |||
| JP2009290532A | 2009-12-10 | |||
| JP2015156062A | 2015-08-27 | |||
| JP2012060387A | 2012-03-22 | |||
| JP2013020460A | 2013-01-31 | |||
| JP2012208630A | 2012-10-25 |
Foreign References:
| KR20110080900A | 2011-07-13 |
Attorney, Agent or Firm:
Okabe