Patent Document ID: 9264545
Application ID: 14195804

Base Claim:
1. A computer-implemented system for automating call center phone calls, comprising: a telephony interface to receive a stream of verbal speech utterances from a callee of a call made from a call center; an agent application to process the verbal speech utterances through a customer support scenario controlled by a live agent of the call center; a post-call processor to identify one or more characteristics of the callee based on the verbal speech utterances; a command processor to automate an outgoing call to a different callee with characteristics similar to the characteristics of the callee of the call made from the call center; a script engine to receive a user selection of one or more scripts, each script comprising a grammar that defines a set of executable instructions for a question-and-response dialog and to affect an execution of the selected script; and a performance module comprising at least one of: a start module to begin the execution of the selected script; an adjustment module to adjust a point of the execution within the selected script; and a repeat module to repeat a portion of the selected script.

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Claim 2:
2. A system according to claim 1 , further comprising: a speech recognition engine to convert the verbal speech utterances into text; a display to present the text to the agent; a text-to-speech agent to receive outgoing text messages from the agent and to convert the text messages into an outgoing stream of synthesized speech; and the telephony interface to provide the outgoing stream of the synthesized speech to the callee.