A system and method are disclosed for more efficient transactions on customer voice calls. The disclosed system and method integrate voice recognition technology into industry standard call center flow. The system monitors and transcribes the call into the customer relationship management (CRM) system and searches the knowledge base using the keywords. The search quickly retrieves relevant data to the agent who provides resolution for the customer’s problem. Voice recognition then completes the CRM request using the transcribed interaction between the customer and the agent. The system and method disclosed will improve customer experience by reducing the time taken for resolution. It would also reduce time spent on the customer by reducing or eliminating hold time, the time spent by the agent transcribing the customer issue, or time spent filling out the CRM screen.
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Kennel, Justin Von, "Customer Transaction Voice Recognition Intelligence", Technical Disclosure Commons, (October 04, 2016)