WO2004110030A3 - Assistive call center interface - Google Patents

Assistive call center interface Download PDF

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Publication number
WO2004110030A3
WO2004110030A3 PCT/US2004/015902 US2004015902W WO2004110030A3 WO 2004110030 A3 WO2004110030 A3 WO 2004110030A3 US 2004015902 W US2004015902 W US 2004015902W WO 2004110030 A3 WO2004110030 A3 WO 2004110030A3
Authority
WO
WIPO (PCT)
Prior art keywords
information
incoming call
incoming
call center
call
Prior art date
Application number
PCT/US2004/015902
Other languages
French (fr)
Other versions
WO2004110030A2 (en
Inventor
Ted Applebaum
Jean-Claude Junqua
Original Assignee
Matsushita Electric Ind Co Ltd
Ted Applebaum
Jean-Claude Junqua
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Matsushita Electric Ind Co Ltd, Ted Applebaum, Jean-Claude Junqua filed Critical Matsushita Electric Ind Co Ltd
Publication of WO2004110030A2 publication Critical patent/WO2004110030A2/en
Publication of WO2004110030A3 publication Critical patent/WO2004110030A3/en

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Classifications

    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
    • G10L15/18—Speech classification or search using natural language modelling
    • G10L15/1822—Parsing for meaning understanding

Abstract

Unstructured voice information from an incoming caller (12) is processed by automatic speech recognition (24) and semantic categorization system (44) 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 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.
PCT/US2004/015902 2003-06-04 2004-05-20 Assistive call center interface WO2004110030A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US10/454,716 2003-06-04
US10/454,716 US7103553B2 (en) 2003-06-04 2003-06-04 Assistive call center interface

Publications (2)

Publication Number Publication Date
WO2004110030A2 WO2004110030A2 (en) 2004-12-16
WO2004110030A3 true WO2004110030A3 (en) 2005-09-09

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2004/015902 WO2004110030A2 (en) 2003-06-04 2004-05-20 Assistive call center interface

Country Status (2)

Country Link
US (1) US7103553B2 (en)
WO (1) WO2004110030A2 (en)

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Publication number Publication date
WO2004110030A2 (en) 2004-12-16
US7103553B2 (en) 2006-09-05
US20040249636A1 (en) 2004-12-09

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