Patent Document ID: 8170197
Application ID: 11083657

Base Claim:
1. A system for providing automated call center post-call processing, comprising: a call processor to automatically process a call through a call center by executing a customer support scenario controlled by an agent via one or more scripts; a sliding control to vary a level of automation used in executing the customer support scenario by altering a course of at least one of the scripts; a post-call processor to identify verbal speech utterances from a speaker in a stream of user messages recorded during the customer support scenario and parsed from the call; a database to store the stream of user messages maintained by the call center; and a command processor to process the user messages following completion of the call comprising identifying aspects of the call, wherein the aspects comprise at least one of a general flow of the call and one or more characteristics of the speaker, and to manipulate at least one of the verbal speech utterances, wherein the manipulation comprises at least one of ranking the at least one verbal speech utterance and editing the at least one verbal speech utterance.

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Claim 8:
8. A system according to claim 1 , wherein the call comprises one of an incoming call into the call center, an outgoing call from the call center, and an on-going call with the call center.