Patent ID: 9674357
Date: 2017-06-06
CPC Classifications: G10L,H04M

Claim:
1. A method for providing a whisper to an agent using a whisper bridge, comprising: establishing a first call leg between the whisper bridge and a remote party; establishing a second call leg between the whisper bridge and the agent; establishing a third call leg between the whisper bridge and a speech analytics system (“SAS”), wherein the SAS comprises an Agent Whisper Control Application Specific Module (“AWC-ASM”) comprising a processor, and wherein the third call leg comprises a first voice channel and a second voice channel conveying speech from the agent and remote party respectively; monitoring speech of the third call leg by the SAS; detecting a keyword in the speech of the third call leg; providing a speech-related event notification to the AWC-ASM associated with the keyword detected in the speech, the speech-related event notification comprising a call identifier identifying the third call leg and an identifier indicating one of the agent or the remote party as originating the keyword; and causing the whisper to be provided to the agent, wherein the whisper bridge prevents the remote party from hearing the whisper.