Patent ID: 9264545
Filing Date: 2016-02-16
CPC Classification: G10L,H04M

Claim Text:
1. A computer-implemented system for automating call center phone calls, comprising: a telephony interface to receive a stream of verbal speech utterances from a callee of a call made from a call center; an agent application to process the verbal speech utterances through a customer support scenario controlled by a live agent of the call center; a post-call processor to identify one or more characteristics of the callee based on the verbal speech utterances; a command processor to automate an outgoing call to a different callee with characteristics similar to the characteristics of the callee of the call made from the call center; a script engine to receive a user selection of one or more scripts, each script comprising a grammar that defines a set of executable instructions for a question-and-response dialog and to affect an execution of the selected script; and a performance module comprising at least one of: