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EP-4507287-B1 - SYSTEM FOR AN AGENT TO SIMULTANEOUSLY SERVICE MULTIPLE CUSTOMER DEVICES

EP4507287B1EP 4507287 B1EP4507287 B1EP 4507287B1EP-4507287-B1

Inventors

  • Braganza, Jonathan

Dates

Publication Date
20260513
Application Date
20240806

Claims (8)

  1. A computer system (10) in which an agent can simultaneously interact with multiple customers, the computer system comprising: a call center server (18) configured to communicate with a) a plurality of customer devices (30, 32, 34, 36), and b) an agent device (24) having a graphical user interface (24A) configured to permit an agent to enter text into the agent device; and a text-to-speech, TTS, engine (28) that converts text entered into the agent device into speech that is transmitted by the call center server to one or more of the plurality of customer devices; wherein the call center server is further configured to permit the agent device to communicate simultaneously with each of the plurality of customer devices, wherein the call center server is further configured to receive a command from any of the plurality of customer devices to communicate with the agent device by speech or by text, and characterised by : wherein if the call center server detects a pause or interruption in a communication from the agent device to one of the plurality of customer devices it is configured to fill the pause or interruption with a voice filler.
  2. The computer system of claim 1, wherein the TTS engine is configured to convert SMS messages, email messages, and/or chat messages from the agent device to speech on each of the plurality of customer devices.
  3. The computer system of claim 1 or claim 2, wherein the call center server provides the agent with the option to select the use of voice communications sent from the agent device to any of the plurality of customer devices.
  4. The computer system of any preceding claim, wherein the call center server is further configured to answer some questions posed by a customer without input from the agent.
  5. The computer system of any preceding claim, wherein speech by a customer is converted by the call center server to text on the agent device utilizing an automatic speech recognition engine.
  6. The computer system of any preceding claim, wherein the call center server is further configured to generate bots that are configured to communicate with one or more of the plurality of customer devices, wherein the call center server is configured to control the bots' communications.
  7. The computer system of any preceding claim, that further includes the plurality of customer devices and wherein each of the plurality of customer devices includes an electronic display configured to display text generated by the agent device.
  8. A computer-implemented method for permitting a plurality of customer devices (30, 32, 34, 36) to simultaneously interact with an agent device (24), the method comprising the steps of: utilizing a call center server (18) to communicate with the plurality of customer devices, and with the agent device, in order to permit each of the plurality of customer devices to communicate simultaneously with the agent device, wherein the call center server is further configured to receive a command from any of the plurality of customer devices to communicate with the agent device by speech or by text; utilizing a text-to-voice translator (28), permitting the agent to communicate via the agent device with text or symbols entered into a graphical user interface (24A) of the agent device, wherein the text-to-voice translator translates the symbols or text into voice on at least one of the plurality of customer devices in communication with the agent device, characterised by : wherein if the call center server detects a pause or interruption in a communication from the agent device to one of the plurality of customer devices it is configured to fill the pause or interruption with a voice filler.

Description

Field of the Invention This disclosure relates to a system and devices that enable a single customer service representative to simultaneously communicate with multiple customers. The system and devices could function in a virtual reality (VR or metaverse) environment, or on a telephonic or any non-VR computer network. Background Many companies are beginning to create a presence in the metaverse through virtual stores, which are meant for customers to visit as they would brick and mortar stores. The metaverse is a virtual space in which users can create an avatar and virtually interact with others from essentially any location using devices such as a 3D screen, a VR headset, a mobile phone, or a personal computer (PC). Customer service agents may also choose to operate a device that enables them to enter the metaverse. In a commerce metaverse each avatar may be unique to a certain person. This means that even though the metaverse is virtual, when a customer visits a metaverse store, unless there is someone such as a virtual customer service agent present who can assist the customer, the customer must wait until a customer service representative (also called an agent, representative, or contact center agent) is available. While in the metaverse, customers (also called users) may visit a store to speak to a representative about a product or service. As an example, a user could visit a bank in order to obtain help with his/her account or learn about the bank's services. The bank will have staff that are able to assist the user, but similar to the real world, where there are limited number of staff, there are also a limited number of metaverse staff. Thus, the customer may be required to wait in line (virtually) while waiting for a free customer service agent. A business may also choose to allow a bot to handle simple customer queries, but if a customer wants to speak directly to an agent, he/she may have to wait. Contact center agents thus receive interactions from customers in many environments and in many forms, such as email, chat, SMS, or voice. Typically for a customer contact center, an agent can handle many chat, SMS, or email interactions simultaneously, because the interactions are asynchronous. For voice interactions, an agent is basically limited to a single interaction with one customer. There are currently many tools that permit a type of a conversation to change, such as TTS (text-to-speech) or ASR (automatic speech recognition). This occurs in a metaverse environment and other agent/customer environments. Meeting online (chat or video) is presently limited in its ability to enhance the customer experience, because of, for example, the shortcomings of pretext markup language (HTML) or codecs to increase the clarity of the audio and video. Additionally, call centers largely focus only on resource management (such as automatic call distribution (ACD) or agent routing) and knowledge management (selecting and/or preparing an agent for the customer call) in tailoring the experience for a customer. Contact call center systems (or "call centers") are thus equipped to route incoming calls to the proper agents. Interactive voice responses (IVRs) can implement a user-interface design that uses audio prompts. The situational reality, however, at either end of the call remains unchanged; the agent is at a call center with a computer screen and/or phone, and the customer is on his/her computer and/or phone. Today, call center systems are constrained due to static support practices, such as communications between a customer and the customer service center being through a website or telephone call. EP 4435702 A1 describes a computer system and method configured to create a virtual reality (VR) commerce space in which a single agent can simultaneously interact with multiple customers. US 2021144253 A1 describes a system includes a memory, and a processor configured to convert an audio stream of a speech of a customer during a customer call session into customer-originated text. US2011075819A1 describes a customer support system enhanced with virtual world features to make the support experience more interactive and pleasant. Summary A first aspect of this disclosure provides a computer system according to claim 1 and a computer implemented method according to claim 8. Preferred embodiments are provided by the dependent claims. Brief Description of the Drawings The subject matter of the present disclosure is particularly pointed out and distinctly claimed in the concluding portion of the specification. A more complete understanding of the present disclosure, however, may best be obtained by referring to the detailed description and claims when considered in connection with the drawing figures, wherein like numerals denote like elements and wherein: FIG. 1 shows a computer system for a VR-commerce space according to aspects of this disclosure.FIG. 2 shows a computer method according to aspects of the system of FIG.