Abstract:
A method for communicating with a call center can include receiving a telephony contact from a caller. A discoursive input including free-form speech can thereafter be received. The discoursive input can be converted into a textual transcription. At least a portion of the textual transcription can be presented upon a display screen of a service agent computer system. The telephony contact can be routed to a telephony device associated with the service agent computer system.

Description:
BACKGROUND OF THE INVENTION  
         [0001]    1. Technical Field  
           [0002]    The present invention relates to the field of speech processing and, more particularly, to free-form speech within call centers.  
           [0003]    2. Description of the Related Art  
           [0004]    Many businesses utilize call centers to market products, to provide customer support, to enact customer reward programs, to manage customer services and accounts, as well as other business related functions. Staffing customer service centers with human agents can be very costly both in terms of salary and in terms of training due to high turn over. Hiring too few employees to operate a customer service center can result in excessive customer wait times that can make using the call center impractical, or at least frustrating, for many customers.  
           [0005]    In order to minimize costs while providing high levels of customer support, many businesses choose to automate their call centers by supplementing their human agents with interactive voice response (IVR) systems. IVR systems typically answer incoming telephone calls and present to callers audible menus of selectable options. The callers usually make menu selections in one of two ways: depressing a key or sequence of keys on a touch-tone keypad; or issuing a spoken utterance. For each selection made by a caller, the IVR system can provide further options, conduct an automated action, such as retrieving account information, or connect a caller with a human agent. Oftentimes a plurality of hierarchically related menus is presented which a caller must navigate to find the option that the caller wishes to select. Navigating through such menus can be time consuming and aggravating, especially if the caller makes an incorrect selection during the navigation process.  
           [0006]    The cumbersome methods used by conventional IVR systems limit the usefulness of such systems within the context of a call center. For example, a call center may want to solicit necessary customer information before transferring a caller to a human agent. The entered information can thereafter be conveyed to the human agent saving the human agent significant amounts of time. Conventional IVR systems, however, gather information from users by mechanically asking, and often confirming, one discrete query after another through which the caller must persevere. The amount of information that conventional IVR systems can gather is limited by both caller patience and the programmed IVR logic necessary for such tasks.  
         SUMMARY OF THE INVENTION  
         [0007]    The invention disclosed herein provides a method and a system for automated call center transcription services. In particular, a caller can be prompted by an automated system for free-form speech relating to a call. This free-form speech can be translated into a textual transcription. A content analyzer can extract meaning from this textual transcription and perform one or more predefined computer integrated telephony interactions based upon extracted content. Furthermore, extracted content can be stored within a database and utilized by a call center application to fill data necessary for assisting the caller. Accordingly, a human agent within a call center can be presented with substantial information, such as the textual transcription and a summary of the extracted content.  
           [0008]    One aspect of the present invention can include a method for communicating within a call center. The method can include receiving a telephony contact from a caller. A discoursive input including free-form speech can be received from the caller. In one embodiment, at least a portion of the free-form speech can be a free format monologue. A digital recording of the discoursive input can be stored and can be converted into a textual transcription.  
           [0009]    In one embodiment, selected words within the textual transcription can be identified based upon predefined criteria. At least a portion of the selected words can be relayed to the human agent. Additionally, words matching the selected words that appear within the textual transcription can be highlighted. At least one computer telephony integration action can also be performed based in part on the selected words. For example, a qualified human agent can be determined from among a group of potential human agents and a connection can be established between the caller and a service agent computer system associated with the qualified human agent. In a further embodiment, at least a portion of the selected words can be recorded within a database that the human agent can access. In another embodiment, the service agent computer system can contain data fields populated automatically from information gathered from the selected words.  
           [0010]    When converting the discoursive input into the textual translation, a language translation can be performed. Moreover, two textual translations, one in the same language as the discoursive input, the other in the translated language, can be conveyed to the service agent computer system. At least a portion of the textual transcription can be displayed upon a display screen of the service agent computer system. A telephony connection can be routed to a telephony device associated with the service agent computer system.  
           [0011]    Another aspect of the present invention can include a system for producing transcriptions within a call center. The system can include an integrated voice response system configured to prompt a caller for discoursive input including free-form speech and store the discoursive input as a digital recording. The integrated voice response system can convey at least one of the digital recordings to a transcription server, which can convert the digital recording into a textual transcription. The system can also include a call center application accessible by a human agent. A coordination processor can establish a connection between the caller and the human agent. Furthermore, the coordination processor can convey the textual transcription to the call center application.  
           [0012]    In one embodiment, a content analyzer can be included that can identify key words contained within the textual transcription. In another embodiment, the system can include a speech recognition engine configured for telephony requirements. The speech recognition engine can be utilized by the transcription server. Additionally, a translation processor can convert the textual transcription into a language other than the language of the discoursive input. In yet another embodiment, a data store can be used by the call center application. The data store can contain data fields for recording information related to a call between the caller and the human agent. At least a portion of the data fields can be automatically filled based upon information generated by the content analyzer.  
       
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0013]    There are shown in the drawings embodiments, which are presently preferred, it being understood, however, that the invention is not limited to the precise arrangements and instrumentalities shown.  
         [0014]    [0014]FIG. 1 is a schematic diagram illustrating an exemplary call center including transcription services in accordance with the inventive arrangements disclosed herein.  
         [0015]    [0015]FIG. 2 is a flow chart illustrating a method of utilizing call center transcription services using the system of FIG. 1.  
     
    
     DETAILED DESCRIPTION OF THE INVENTION  
       [0016]    The invention disclosed herein provides a system and a method for providing call center employees with transcriptions. More particularly, a user of an interactive voice response system (IVR) can be asked for discoursive input including free-form speech relating to a telephone call. This discoursive input can be converted, using a voice recognition application, into a textual transcript. The textual transcript can be examined for content, for example by extracting key words or phrases. The extracted content can direct the IVR program to perform the tasks specified by the extracted words or phrases. Whenever the call is transferred to a human agent of the call center, the key words and textual transcript will be presented to the human agent to expedite the telephone session. Furthermore, key data fields of a call center application that are necessarily recorded can be filled in automatically, to the extent possible, from content gathered from the discoursive input.  
         [0017]    As used herein, discoursive input can include non-constrained free-form speech. Discoursive input can be contrasted with a directed dialogue, which utilizes a question and answer paradigm and constrained responses. For example, a typical discoursive input is akin to responses occurring within discussions or conversations between people and can include one or more free-form speech sentences or sentence fragments. A directed dialogue, on the other hand, can include short replies that are directly responsive to a prompted question, such as an account number or yes/no reply.  16  FIG. 1 is a schematic diagram illustrating an exemplary call center system  100  including transcription services in accordance with the inventive arrangements disclosed herein. The system  100  can include a coordination processor  115 , a transcription server  120 , a content analyzer  135 , and a content data store  145 . The coordination processor  115  can control and synchronize activities within system  100 , assuring data is received and processed by the proper system components. More particularly, the coordination processor  115  can perform workflow coordination, queuing, prioritization, and load balancing within the system.  
         [0018]    For example, the coordination processor  115  can receive numerous digital recordings  157  from an IVR system  110 , each digital recording  157  representing a different discoursive input  155  between the IVR system  110  and a caller  105 . The IVR system  110  can have an established prioritization scheme for processing different types of callers, which the coordination processor  115  can enable. In one embodiment, different IVR systems  110 , perhaps owned by different businesses, can utilize the transcription service of system  100 . Moreover, different IVR systems  110  can purchase different service plans, where users accessing transcription related services via one service plan can have priority over other users receiving access under a different service plan. The coordination processor  115  can assure that requests for each business entity are treated according to the service plan that was purchased. In another example, the transcription server  120  can include multiple computing devices and the coordination processor  115  can load balance among the available computing devices.  
         [0019]    The transcription server  120  can accept the digital recording  157 , perform speech recognition operations upon the digital recording  157 , and return a textual transcription  160 . Textual transcriptions  160  can be provided in different formats, such as a portable document format (PDF), a word processing format, or a Web based format, for different requestors according to the needs of a requesting call center application  140  and selectable options chosen therein. In particular embodiments, the transcription server  120  can include multiple textual transcriptions  160  for a single discoursive input  155 . For instance, the textual transcription  160  can be optimized for the content analyzer  135  containing minimal formatting and deleting unnecessary words. In another example, two textual transcriptions  160  can be produced, one written in the language of the caller  105 , and the other written in a language preferred by the call center application  140 . In producing transcriptions, the transcription server  120  can utilize a speech recognition component  125  and a translation processor  130 .  
         [0020]    The speech recognition component  125  can convert verbal free-form responses into text. The speech recognition component  125  can match a voice pattern against a provided or acquired vocabulary. In order to convert discoursive input, the speech recognition component  125  can have relatively sophisticated capability to accept natural speech or free format speech, as opposed to a limited set of command or vocabulary, as is typically the case with an IVR, and convert this free format speech input into text. For example, the speech recognition component  125  can discern topic related dependencies of words within sentences via content analysis technique such as n-gram modeling. Advanced embedded grammars can be utilized by the speech recognition component  125  to handle the large domain of free format speech which the speech recognition component  125  can be configured to recognize.  
         [0021]    The speech recognition component  125  can have both speaker dependant and speaker independent aspects. The speaker dependant aspects can include speech recognition training algorithms and other components to improve speech recognition accuracy for select system users. Further, speech acoustics within the speech recognition component  125  can be adjusted for acoustic idiosyncrasies inherent in a telephony environment, such as background noise and static. A speech data store  150  can be utilized by the speech recognition component  125  to store and allow retrieval of data related to the speech recognition process.  
         [0022]    The translation processor  130  can convert an input from one language into an output written in a second language. Translation processor  130  can accept textual input from the speech recognition component  125  convert the textual input into text written in a different language. The translation processor  130  can be written in a language independent manner, with special language models capable of being loaded depending on the translation instance. The specific language model to be utilized can be determined through a user selection, such as entering a keypad number representing a language.  
         [0023]    The content analyzer  135  can accept the textual transcription  160 , extract contextual meaning by examining key words and phrases, and output a transcription content  165  message. For example, key words such as sale, defect, and warranty can be used by the context analyzer  135  to help discern meaning from the textual transcription  160 . In one embodiment, key words extracted by the content analyzer  135  can be highlighted within the transcription content  165  message. In another embodiment, the key words utilized by the content analyzer  135  can determine which call center agent should be selected to handle a particular matter. For example, a technician can receive a phone call if key words such as help, broken, fix, an/or repair are detected.  
         [0024]    Different and/or multiple formats of the transcription content  165  can be produced depending on the component within the system  100  for which the transcription content  165  was produced. For example, if the transcription content  165  is produced for an IVR system  110 , the content can be formatted to correspond to IVR functions. If, on the other hand, the transcription content  165  is produced for the call center application  140  for a human agent to read, it may be formatted as a content summary.  
         [0025]    In one embodiment, the content analyzer  135  can extract information from the textual transcription  160  and automatically enter data fields within the call center application  140  using this extracted information. For example, information such as caller name, topic, account number, date of call, and caller phone number can be extracted from the textual transcription  160  or derived from available data sources and placed within a database used by the call center application  140 . Such data entry can be tentative, requiring confirmation by a call center employee before being utilized within a database of the call center application  140 . The content analyzer  135  can produce transcription content for one or more IVR systems  110  and/or for one or more call center applications  140 . Different considerations and content analyzing details can apply to different call center applications  140  and/or different IVR systems  110 .  
         [0026]    A content data store  145  can be used to store the transcription content. In one embodiment, the content data store  145  can perform data synchronization and data field matching operations with various databases, such as a database of the call center application  140 . In another embodiment, the IVR system  110  and the call center application  140  can store options within the content data store  145  that the content analyzer  135  can access and utilize when generating the transcription content  165 . For example, the IVR system  110  can record all available IVR functions within the content data store  145 . The content analyzer  135  can utilize this record of IVR functions to generate transcription content  165  capable of triggering the proper IVR operations.  
         [0027]    In operation, a caller  105  can connect to an IVR system  110 . The caller  105  can then utilize the IVR system  110  in a conventional manner with a possible transfer to a call center agent occurring or can conduct a discoursive input  155  detailing the purpose behind the call. Upon detecting a discoursive input  155 , the IVR system can convert the discoursive input  155  into a digital recording  157 .  
         [0028]    The digital recording  157  can then be conveyed to the coordination processor  115 . The coordination processor  115  can queue the digital recording  157  and determine the best available resources for producing a transcription. Once particular resources are allocated, the digital recording  157  can be transported the transcription server  120 . The transcription server  120  can determine if a language translation is necessary and utilize the speech recognition component  125  to convert the speech input into text. In one embodiment, the caller  105  can be prompted to enter the language of the discoursive input  155 . The response to this prompting can determine if a language translation via the translation processor is necessary. If need for a translation is indicated, the text output from the speech recognition component  125  can be sent to the translation processor  130  and the translation processor  130  can perform a requested translation. The newly generated textual transcription  160  can be sent back to the coordination processor  115 .  
         [0029]    The coordination processor  115  can relay one copy of the textual transcription  160  to the content analyzer  135  for processing. The content analyzer  135  can produce transcription content  165  messages by analyzing key words and phrases contained within the textual transcription  160 . These derived key words and phases can determine whether the caller  105  is transferred to the IVR system  110  or whether the caller  105  is transferred to an appropriate call center agent, wherein a selective one of available call center agents can be determined using the extracted key words.  
         [0030]    The content analyzer  135  can place transcription content into the content data store  145  so that both the IVR system  110  and the call center application  140  can utilize the extracted data. In one embodiment, the content analyzer  135  can produce a summary of the transcription content as a quick overview for the textual transcription  160 . In a further embodiment, Identified key words and phrases can be highlighted within both the summary of the content and the textual transcription itself.  
         [0031]    When a call center agent is selected for the telephone transfer, the coordination processor  115  can transfer a copy of the textual transcription  160  to a service agent computer system, which can be a component of the call center application  140 . The call center application  140  can then assure that the appropriate information is displayed within the service agent computer system associated with the selected agent. For example, when a connection between a call center agent and the caller  105  is established, the call center application  140  can assure that the corresponding textual transcription and content data store  145  information can be displayed for the call center agent. In one embodiment, a list of queued callers can appear within a GUI of the call center application  140 . A call center agent can make a selection from this list and be presented with corresponding transcription data as a connection with the caller  105  is established.  
         [0032]    [0032]FIG. 2 is a flow chart illustrating a method  200  of utilizing call center transcription services using the system of FIG. 1. The method  200  can be performed within the context of a caller utilizing a call center system that includes an IVR system. The method can begin in step  205 , when a call is received by the IVR system. In step  210 , the IVR system can prompt the user for information relating to the call, such as the purpose of the call. Such a prompting can be as simple as asking the user to describe in plain language information, such as personal information including name and account information, the user&#39;s reason for contacting the call center, and the like. In one embodiment, this prompting for a free form speech response can be combined with traditional IVR promptings. For example, a user contacting the call center can be asked to speak or enter a customer identification number and to select a language of choice. Thereafter, the system can prompt the user, in the appropriate language, for free-form speech. In step  215 , the system can receive and record free-form speech from the caller.  
         [0033]    In step  220 , the recording of the discoursive input can be conveyed to a transcription component within the call center system. In one embodiment, speech inputs can be placed in a queue and prioritized before being submitted to the transcription component. In step  225 , a voice recognition application can convert the recording into a textual transcription. Embedded grammars and special language models may be necessary to handle the large domain of specific free form speech. In step  230 , a determination can be made as to whether or not the textual transcription should be translated into a particular language.  
         [0034]    If a translation is desired, the method can proceed to step  235 , where a translation operation is performed. Multiple different translations can be conducted depending on a caller language selection and available language dictionaries available for translation purposes. Such a dynamic translation can add significant flexibility into the system. For example, a caller with Russian as a first language and English as a second language can speak in Russian even though the caller&#39;s discoursive input will be translated into English and the caller will be connected with an English human agent. This feature can allow a speaker to express himself or herself in a familiar language instead of struggling for proper expression within a language which is less well known to the speaker. The feature can also save the human agent substantial time, as the translated textual transcription will likely be more clearly conveyed than subsequent potentially strained English communications with the caller. Once the translation is completed, the method can proceed to step  240 .  
         [0035]    If no translation is needed in step  230 , the method can proceed directly to step  240 , where the contents of a transcription can be analyzed. Key words and phrases can be identified during this step that can direct the automated system to take appropriate actions. Extracted customer information or information that could be useful to a human agent can also be stored during this step. In step  245 , the system can perform one or more computer telephony integration actions in response to determinations made in step  240 . Computer telephony integration is a term used in describing the computerized services of call centers, such as those that direct a phone call to a proper extension. Computer telephony integration actions can include, but are not limited to, such actions as authenticating callers, interpreting touch-tone input, providing interactive voice response options to callers, conveying gathered information to a call center human agent, accessing account information, collecting and displaying messages, receiving fax messages, and initiating smart computing agent applications to provide help with a caller&#39;s request.  
         [0036]    In step  250 , a determination is made as to whether a human agent should be contacted. If not, the method can proceed to step  255 , where the user can be transferred to an IVR system so that the IVR system can satisfy the user&#39;s request or take other action. Transfers to the IVR system can occur due lack of available human agents as well as the ability of the IVR system to automatically handle a caller&#39;s request. For example, assuming the content analyzer has determined that a caller is attempting to pay a utility bill and detects name, account number, payment amount, and credit card number from provided free-form speech, then the IVR system can have all necessary information, other than user confirmation to complete the payment. In such a situation, there may be no reason to transfer a caller to a human agent. Instead, the IVR system can query the user for confirmation of the received information and payment desire and perform the requested action without agent intervention.  
         [0037]    If, on the other hand, step  250  determines that a human agent should be contacted, the method can proceed.  
         [0038]    If a human agent is indicated, the method can proceed to step  260 , where a specific human agent that satisfies caller criteria, such as speaking the caller&#39;s language or handling the caller&#39;s issue, can be selected. This selected human agent can be provided with a copy of the transcription as well as contextually extracted information. In step  265 , a telephony connection can be established between the caller and the selected human agent. Since the portions of necessary information may have already been extracted and recorded by the method, the human agent may not need to ask as many preliminary questions for data gathering purposes, as otherwise necessary.  
         [0039]    The present invention can be realized in hardware, software, or a combination of hardware and software. The present invention can be realized in a centralized fashion in one computer system or in a distributed fashion where different elements are spread across several interconnected computer systems. Any kind of computer system or other apparatus adapted for carrying out the methods described herein is suited. A typical combination of hardware and software can be a general-purpose computer system with a computer program that, when being loaded and executed, controls the computer system such that it carries out the methods described herein.  
         [0040]    The present invention also can be embedded in a computer program product, which comprises all the features enabling the implementation of the methods described herein, and which when loaded in a computer system is able to carry out these methods. Computer program in the present context means any expression, in any language, code or notation, of a set of instructions intended to cause a system having an information processing capability to perform a particular function either directly or after either or both of the following: a) conversion to another language, code or notation; b) reproduction in a different material form.  
         [0041]    This invention can be embodied in other forms without departing from the spirit or essential attributes thereof. Accordingly, reference should be made to the following claims, rather than to the foregoing specification, as indicating the scope of the invention.