Personalized support routing based on paralinguistic information
US10135989B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 27, 2016 |
| Grant date | Nov 20, 2018 |
| Priority date | — |
| Expiry date | Nov 28, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2038
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Embodiments presented herein provide techniques for inferring the current emotional state of a user based on paralinguistic features derived from audio input from that user. If the emotional state meets triggering conditions, the system provides the user with a prompt which allows the user to connect with a support agent. If the user accepts, the system selects a support agent for the user based on the predicted emotional state and on attributes of the support agent found in an agent profile. The system can also determine a priority level for the user based on the score and based on a profile of the user and determine where to place the user in a queue for the support agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.