System and method for providing customer-specific ongoing call center assistance with the aid of a digital computer
US10154140B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 26, 2017 |
| Grant date | Dec 11, 2018 |
| Priority date | — |
| Expiry date | May 26, 2037 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for providing customer-specific ongoing call center assistance with the aid of a digital computer are provided. A call is received from a caller in a call center and the caller is connected to an agent of the call center. The speech of at least one of the caller and the agent is monitored during the call. A subject matter of the call is determined based on the monitoring. One or more characteristics of the caller are obtained. The agent is identified as being in need of assistance. Expert selection criteria are obtained and weighed based on one or more of the characteristics of the caller. An expert agent is selected using the weighed expert selection criteria and the subject matter of the call. The selected expert agent is patched into the call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.