Abstract: A system and method for providing ongoing call center call assistance with the aid of a digital computer is provided. A call is received from a caller by an automatic call distributor in a call center and the caller is connected by the automatic call distributor to an agent of the call center. The agent's speech during the call is monitored by an intervention processor included in the call center. The intervention processor determines speech characteristics of the agent during the call, obtains predetermined speech characteristics for the agent, compares the predetermined speech characteristics to the speech characteristics determined during the call, and detects the agent being in need of assistance based on the comparison. The automatic call distributor determines a subject matter of the call and the intervention processor identifies an expert whose expertise matches the subject matter. The intervention processor patches the expert into the call.

Abstract: A system and method for distributed speech recognition is provided. A prompt is provided to a caller during a call. One or more audio responses are received from the caller in response to the prompt. Distributed speech recognition is performed on the audio responses by providing a non-overlapping section of a main grammar to each of a plurality of secondary recognizers for each audio response. Speech recognition is performed on the audio responses by each of the secondary recognizers using the non-overlapping section of the main grammar associated with that secondary recognizer. A new grammar is generated based on results of the speech recognition from each of the secondary recognizers. Further speech recognition is performed on the audio responses against the new grammar and a further prompt is selected for providing to the caller based on results of the distributed speech recognition.

Abstract: A system and method for offline content delivery through an active screen display is provided. Data for display and content to be displayed at a later time are encoded as a display signal for delivery. An active screen display is associated with a computer and coupled to a processor over a physical display interface connection. The display signal is received and decoded to distinguish the data for display from the content to be displayed at a later time. The content to be displayed at a later time is displayed via the active screen display when the computer is one of turned off and inactive.

Abstract: A system and method for managing a dynamic call flow during automated call processing is provided. Calls from a plurality of callers into a call center are accommodated through monitored call sessions. A call flow for each call session is managed. Caller characteristics of the caller and physical conditions in relation to the call are evaluated. Those caller characteristics and physical conditions, which are respectively unique among the callers and the calls, are identified. The call flow of each call session is dynamically adjusted by modifying parameters for one or more of the caller characteristics and physical conditions. The caller characteristics, physical conditions, and parameters are stored in a database.

Abstract: A computer-implemented system and method for distributing messages by discussion group is provided. Discussion groups are monitored. An identity of a participant in each of two or more of the discussion groups is verified. Voice signals are received from the participant and speech from the participant is distinguished from ambient noise and third-party conversations in the voice signals. One of the discussion groups, specified by the participant to be associated with the voice stream, is identified. The speech is transmitted as a voice message to other participants in the identified discussion group.

Abstract: A system and method for facilitating agent-caller communication during a call is provided. An incoming call is assigned to an agent and a script selection is received from the agent based on a particular problem identified during the call. The script is provided to a caller participating in the call. Text messages and voice input are received from the caller. The received text messages are directly forwarded to the agent. The voice input is transcribed into written text and provided to the agent. Text messages are received from the agent in response to one or more of the voice input and text messages from the caller. The text messages from the agent are transformed into synthesized speech utterances. A record of the call is generated by compiling the text messages and transcribed written text from the caller and the text messages from the agent.

Abstract: A system and method for processing call data is provided. A call between a user and an agent is monitored. A selected script having a dialog grammar is received. The selected script is executed by converting at least a portion of the script into synthesized speech utterances and providing the synthesized speech utterances to the user. Speech utterances are received from the user in reply to each of the synthesized speech utterances from the script. Each received speech utterance is converted to text as a user message and a form is populated with the user messages. The user speech utterances and the form with the user messages are provided to the agent.

Abstract: A computer-implemented call center architecture and method for optimizing customer experience through in-band expert intervention is provided. Calls conducted between an agent and a caller are monitored. A need for assistance by an expert agent in one such call based on an inquiry by the caller is identified. Expert selection criteria to a predetermined group of expert agents with expertise in subject matter relating to the caller's inquiry is applied. One of the expert agents that matches with the expert selection criteria is selected and a notification to the agent that the selected expert agent will assist with the call is transmitted. The expert agent is then patched into the call.

Abstract: A system and method for message-based call communication is provided. Speech utterances are obtained from a caller during a call with an agent. Each of the speech utterances are transcribed into a text message and the text messages are provided to the agent. One or more written responses, in reply to each speech utterance from the caller, are received from the agent. The written responses are converted to synthesized speech for providing to the caller. The speech utterances from the caller and the synthesized speech from the agent are processed and one or more characteristics of the caller and the agent are identified. A role for each of the caller and the agent is determined based on the identified characteristics.

Abstract: A computer-implemented system and method for distributing messages by discussion group is provided. Discussion groups are monitored. An identity of a participant in each of two or more of the discussion groups is verified. Voice signals are received from the participant and speech from the participant is distinguished from ambient noise and third-party conversations in the voice signals. One of the discussion groups, specified by the participant to be associated with the voice stream, is identified. The speech is transmitted as a voice message to other participants in the identified discussion group.

Abstract: A system and method for distributed speech recognition is provided. A prompt is provided to a caller during a call. One or more audio responses are received from the caller in response to the prompt. Distributed speech recognition is performed on the audio responses by providing a non-overlapping section of a main grammar to each of a plurality of secondary recognizers for each audio response. Speech recognition is performed on the audio responses by each of the secondary recognizers using the non-overlapping section of the main grammar associated with that secondary recognizer. A new grammar is generated based on results of the speech recognition from each of the secondary recognizers. Further speech recognition is performed on the audio responses against the new grammar and a further prompt is selected for providing to the caller based on results of the distributed speech recognition.

Abstract: A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.

Abstract: A computer-implemented system and method for off-line delivery of content through an active screen display are provided. A processor includes an encoding application to assemble and encode digitally-stored content into encoded content, and to interleave the encoded content with a signal conveying a live screen representation. The live screen representation includes output of a user interface for applications executing on the processor. An active screen display is coupled to the processor over a physical display interface connection. The active screen display includes a runtime application to identify the encoded content within the signal on the active screen display and to decode the encoded content into decoded content. The active screen display further includes an offline application to unilaterally display the decoded content on the active screen display without use of the processor and in an absence of the live screen presentation.

Abstract: A system and method for processing a call between a caller and a live agent is provided. A stream of verbal speech utterances is received from the caller and converted into text. Text messages are received from the agent in response to the stream of verbal speech utterances and converted into synthesized speech utterances. The synthesized speech utterances are provided to the caller. A record of the call is processed and presented to a further live agent for manipulation. The manipulated record is stored.

Abstract: A computer-implemented system and method for facilitating agent-customer calls is provided. A call from a customer is accepted into a call center and is assigned to an agent associated with the call center. At least one text message is received from the customer during the call and is directed to the agent. Outgoing text messages are received from the agent in response to the text message from the customer and content of the outgoing text messages from the agent are converted into synthesized speech. The synthesized speech is provided to the customer during the call.

Abstract: A system and method for providing agent guidance is provided. Speech communicated by a user to an agent is monitored during a call within a call center. Traits of the user are identified during the call based on the speech of the user. A determination is made as to how likely the user is to accept an offer provided by the agent based on the user traits. The user is classified as belonging to one of a plurality of stages of persuasion based on the likelihood determination, and guidance is provided to the agent based on classification of the user in at least one of the classes. The offer is provided to the user based on the guidance.

Abstract: A computer-implemented system and method for providing messages to users in a discussion group are provided. Discussion groups are monitored and each discussion group is associated with a list of signed-on users. A request is received from a user to join one of the discussion groups. An identity of the user is verified. The user is then added to the requested discussion group as a signed-on user by adding an entry for the user on the list of the requested discussion group upon verification of the user identity. Messages received from one or more of the signed-on users in the requested discussion group are transmitted to at least one of the other signed-on users in the requested discussion group.

Abstract: A system and method for performing distributed speech recognition is provided. Audio data is received on a main recognizer and on each of a plurality of secondary recognizers. Secondary grammars are transmitted to each of the secondary recognizers. The secondary recognizers each perform speech recognition on the audio data using the secondary grammar for that secondary recognizer. A new grammar is constructed based on results of the speech recognition by each of the secondary recognizers. The main recognizer performs speech recognition on the audio data using the new grammar.

Abstract: A system and method for identifying special information is provided. Endpoints are defined within a voice recording. One or more of the endpoints are identified within the voice recording and the voice recording is partitioned into segments based on the identified endpoints. Elements of text are identified by applying speech recognition to each of the segments and a list of prompt list candidates are applied to the text elements. The segments with text elements that match one or more prompt list candidates are identified. Portions of the voice recording following the prompt list candidates that include special information are identified and the special information is rendered unintelligible within the voice recording.

Abstract: A vehicle navigation system and method. The system includes a unit located in a vehicle and coupled to a first network, a traffic information center coupled to a second network, and a server coupled to the first and second networks. A trip plan is generated according to navigation information, vehicle coordinates and trip request information received from the unit, and road information received from the traffic information center. The trip plan is sent to the unit for presentation. The trip plan includes trip overview information and voice prompts associated with one or more landmarks. A trip plan may be a tourist trip plan.