Real-time speech feed to agent greeting
A process for updating a second agent about a call in a contact center comprises 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 k...
Saved in:
Main Authors | , |
---|---|
Format | Patent |
Language | English |
Published |
22.12.2021
|
Subjects | |
Online Access | Get full text |
Cover
Loading…
Summary: | A process for updating a second agent about a call in a contact center comprises 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 based on the detected keywords is identified. The snippets are 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. |
---|---|
Bibliography: | Application Number: GB20180008102 |