Patent Document ID: 8676588
Application ID: 12470592

Base Claim:
1. A system for use in processing a plurality of calls coming into a contact center, each of the plurality of calls comprising a streaming voice signal, the system comprising: an interceptor operable to receive the plurality of calls; a recognizer, operably coupled to the interceptor, operable to continuously analyze a call between a caller and a human agent of the plurality of calls to detect, within the streaming voice signal, occurrence of an unprompted predetermined utterance having response-determinative significance to provide a detected utterance; and a treatment processor, operably coupled to the recognizer, operable to determine a responsive action based on the response-determinative significance corresponding to the detected utterance and at least one of historical data and a configuration of the contact center, and further operable to perform the responsive action for the caller without action from the human agent; and wherein the detected utterance indicates that assistance from a third-party, other than the human agent, is needed.

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Claim 14:
14. The system of claim 1 wherein the predetermined utterance indicates that the caller is a displeased customer.