Voice Call Customer Support System with Speech-to-Text Conversion
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Solution Overview
Problem
Customer support services face inefficiencies due to voice quality issues and differences in accents, pronunciation, and speech patterns, leading to difficulties in understanding between customers and representatives, and the need for accessing relevant data records during interactions, which increases dissatisfaction and reduces problem-solving efficiency.
Innovation Solution
A system and method that converts voice data to text, extracts search parameters from the text, retrieves relevant customer records from a database, and transmits them to a customer service representative, optimizing the communication process by providing instant access to necessary information during voice calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If voice telephony based support centers are used, then communication between customers and representatives is enabled, but voice quality issues and differences in accents, pronunciation, and speech patterns lead to difficulties in understanding
Solution Approach 1:
The patent introduces speech-to-text conversion technology as an intermediary that transforms voice data into text data, allowing both customers and representatives to read and comprehend the converted text. This intermediary mechanism bridges the understanding gap caused by accent and pronunciation differences, enabling accurate information exchange without losing meaning.
Solution Approach 2:
The patent replaces the traditional mechanical voice-based communication system with a text-based system. By converting voice data to text data through automated speech recognition, the system substitutes the human ear-and-mouth mechanism with an automated text generation process, eliminating the problems of voice quality and accent interpretation.
2Reliability
If customer service representatives manually access data records during interactions, then relevant information can be retrieved, but a significant amount of time is spent locating and accessing documents, reducing efficiency
Solution Approach 1:
The patent extracts search parameters from converted text data in advance and uses these parameters to proactively retrieve relevant customer records before the representative needs them. This preliminary action of automatic data retrieval eliminates the time-consuming manual search process while ensuring the correct information is available when needed.
Solution Approach 2:
The system enables self-service by automatically extracting search parameters from the conversation and retrieving relevant records without human intervention. The representative's terminal automatically receives and displays the required customer records, freeing the representative from manual data access tasks and improving overall productivity.
3Loss of information
If more time is spent on deciphering speech and identifying relevant documents, then understanding is achieved, but customer dissatisfaction increases and service efficiency decreases
Solution Approach 1:
The patent maintains continuous useful action by performing speech-to-text conversion and record retrieval operations in real-time during the customer interaction. The system continuously processes voice data, converts it to text, extracts parameters, and retrieves records without interrupting the flow of conversation, ensuring information is available continuously rather than requiring time-consuming manual searches.
Data Source
AI summary
The invention provides systems, methods and computer program products for providing optimized customer support over data networks. In an embodiment the invention comprises implementing within a processor based computing system, the steps of (i) receiving voice data from a customer through a client terminal, (ii) converting the received voice data to text data, (iii) extracting one or more search parameters from the converted text data, wherein said extracted search parameters are based on at least one of a context or a subject identified from the converted text data, (iv) retrieving from a customer record database, at least one customer record that matches the extracted one or more search parameters, and (v) transmitting the retrieved at least one customer record to a customer service representative terminal for display to a customer service representative.