Patent Document ID: 8943394
Application ID: 12274258

Base Claim:
1. An apparatus allowing agent intervention in an automated call center application configured to handle multiple simultaneous calls, the method comprising: a processor-based automated dialog system receiving spoken input from the caller in a dialog between the caller, translating the spoken input into a series of words to form a hypothesis regarding the caller input; a notification module configured to automatically notify the agent upon recognition of a potential problem indicated by one of: a repeat by the caller of a phrase, a pause of a duration exceeding a defined time limit, and an increase in volume by the caller over a defined threshold volume; a call monitoring module monitoring the dialog between a caller and an automated dialog system, and allowing the agent to intervene in the event that a confidence level in the hypothesis formed by the automated dialog system does not exceed a defined threshold confidence level; a graphical user interface component displaying dialog information for a plurality of conversations comprising the multiple simultaneous calls through respective tabbed subwindows; a user interface providing the agent with information for each conversation of the plurality of conversations, regarding the conversation flow between the caller and the automated dialog system, obtained semantic information for the dialog, and waveform information for the recognized utterances within the dialog of a respective conversation, and wherein the notification module provides an automatic notification for any of the plurality of conversations as a potential problem occurs between the automated dialog system and a respective caller, and wherein each tabbed subwindow includes respective display areas displaying information for the conversation flow in a first display window showing dialog flow, obtained semantic information in a second display window showing a plurality of active slots associated with a current state of the respective conversation and respective slot values for each of the plurality of active slots, and waveform information in a third display window showing actual waveforms of caller utterances provided by waveform files, for a respective call.

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Claim 2:
2. The apparatus of claim 1 wherein the dialog comprises part of a telephone conversation between the caller and the automated dialog system.