Patent ID: 8775514
Filing Date: 2014-07-08
Classification: G10L,H04M

Abstract:
1. A method comprising: receiving, at a customer service platform, data communication from a plurality of customers requesting assistance; providing presence information and profile information of a plurality of agents to one or more customers of the plurality of customers; in response to a request by one of the customers that is provided with the presence information and the profile information, establishing a plurality of instant communication sessions between the one customer and some of the agents at the customer service platform; presenting each of the instant communication sessions as a tab within a graphical user interface associated with the one customer; activating speech-to-text conversion operation for the one customer and the some agents, wherein the one customer corresponds with the some agents during the instant communication sessions by speech; converting speech correspondence during the instant communication sessions to text data; and transmitting the text data of the speech correspondence among the one customer and the some agents, wherein the graphical user interface includes an instant communication input region for permitting modification of the text data.