Patent Document ID: 8693644
Application ID: 13949764

Base Claim:
1. A method for responding to a remote party in communication with an agent in a call center, comprising: recording a response script in a voice of the agent; processing a call by a call handler, the call involving a first call leg to the remote party, a second call leg to the agent, and a third call leg to a speech analytics component; processing speech from the remote party by the speech analytics component to detect a presence of a first keyword spoken by the remote party; providing an event notification from the speech analytics component to the call handler signifying detection of the first keyword in the speech from the remote party; and in response to receiving the event notification from the speech analytics component, presenting information on a computer screen for the agent to command the response script to be played to the remote party.

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Claim 4:
4. The method of claim 1 , further comprising: presenting further information on the computer screen of the agent by the call handler, the further information associated with a preferred response to be provided by the agent after the remote party informs the agent of a bankruptcy filing by the remote party.