TRS Server Agent Switching via Path Coordination
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Solution Overview
Problem
Current telecommunications relay services face challenges in switching call agents without losing or duplicating transcribed text data, leading to service interruptions and quality degradation, especially when human call agents experience fatigue or technical issues.
Innovation Solution
A system and method utilizing a TRS server with a voice handler, text handler, and controller to seamlessly switch call agents by establishing and terminating voice and data paths, ensuring uninterrupted and high-quality transcription services by preventing data loss and redundancy.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If call agents are switched in the middle of a call to handle fatigue or technical issues, then service continuity and quality can be maintained, but text data may be lost or duplicated during the transfer
Solution Approach 1:
The system performs preliminary actions by establishing the second voice path and second data path before terminating the first voice path and first data path. This ensures that the second call agent is ready to receive and process text data immediately, preventing any loss or duplication during the transition.
Solution Approach 2:
The server acts as an intermediary that manages the transition between call agents. It coordinates the establishment and termination of voice paths and data paths, ensuring that text data is properly transferred from the first call agent to the second call agent without loss or duplication.
2Productivity
If multiple call agents are scheduled to handle increased call volume, then transcription quality can be maintained, but system complexity increases and may cause errors
Solution Approach 1:
The server is designed with multi-functionality, handling voice path management, data path management, and coordination of multiple call agents through a unified controller. This consolidates complex operations into a single system that can manage multiple agents without proportionally increasing overall system complexity.
3Ease of operation
If ASR is used to reduce call agent burden, then agent tiredness decreases, but transcription quality may not satisfy customer needs
Solution Approach 1:
The system segments the transcription function into two parts: ASR handles initial transcription to reduce agent burden, while human call agents provide quality verification and correction. This segmentation allows the system to benefit from both automated efficiency and human accuracy.
Data Source
AI summary
A system and a method for switching call agents in telecommunications relay service includes a TRS server system. The TRS server system includes a voice handler for processing voice data, a text handler for processing text data, and a controller for controlling, establishing, and terminating voice paths and data paths. The voice handler transmits a peer's voice to a first CA such that the first CA transcribes and converts the peer's voice into text data. The text handler receives the text data generated by the first CA. The controller selects a second CA; establishes a voice path and a data path between the second CA and the TRS server system; and terminate the voice path and data path associated with the first CA.