公开(公告)号：US20170026515A1

公开(公告)日：2017-01-26

申请号：US15285373

申请日：2016-10-04

Applicant: Eric F. Bernstein

Inventor： Eric F. BERNSTEIN ,  Grant L. ALDRICH ,  Jasson GILMORE

IPC: H04M3/51 ,  G06Q10/02 ,  G10L15/08

CPC classification number: H04M3/5175 ,  G06Q10/02 ,  G10L15/26 ,  G10L25/48 ,  G10L2015/088 ,  H04M2201/40 ,  H04M2203/552

Abstract: There is disclosed a method in a data processing system for automatically and accurately determining an outcome of a phone call by using signifiers or audibles as a way to increase accuracy without altering the flow of the conversation. The disclosed method can be used in any call center, such as a high volume call center used in the financial (banking), insurance, rental (hotel or car), ticket sales, and the like. The method comprises receiving voice data of a phone call; transmitting a response communication based on the voice data, wherein the response communication includes at least one audible or signifier; identifying, by at least one processor, the at least one audible or signifier in the response communication; and automatically determining the outcome of the phone call based on the audible or signifier in the response communication. A data processing system and a non-transitory computer-readable medium for storing instructions consistent with the described method are also disclosed.

Abstract translation: 公开了一种数据处理系统中的方法，用于通过使用符号或听觉来自动和准确地确定电话呼叫的结果，作为提高准确度而不改变对话流程的方式。 所公开的方法可以用于任何呼叫中心，例如在金融（银行），保险，租赁（酒店或汽车），票务销售等中使用的大容量呼叫中心。 该方法包括：接收电话呼叫的语音数据; 发送基于所述语音数据的响应通信，其中所述响应通信包括至少一个听觉或符号; 通过至少一个处理器识别所述响应通信中的所述至少一个听觉或符号; 并且基于响应通信中的可听或者指示符来自动确定电话呼叫的结果。 还公开了一种用于存储与所述方法一致的指令的数据处理系统和非暂时计算机可读介质。