Patent ID: 8370155
Filing Date: 2013-02-05
Classification: G06Q,H04M

Abstract:
1. A method for a computer system having at least one processor for automatically creating responses in real-time during a interaction between a contact center customer and a contact center agent at a contact center comprising the steps of the computer system: a) obtaining a speech record of a conversation between said customer and said agent; b) transforming said speech record to a text record with a speech transcription system; c) analyzing said text record to identify one or more customer issues from said text record and to determine whether the one or more customer issues require handling by one or more of at least one decision-proposing component based on the analyzing, to generate an enriched text record comprising the text record with identified issues, and to send the enriched text record to one or more of at least one response generating component; d) said at least one decision-proposing component generating one or more responses per identified customer issue; and e) outputting said one or more responses to said contact center agent for agent use in interacting with the customer.