Classifying a digital speech sample of a call to determine routing for the call
US10887464B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 5, 2019 |
| Grant date | Jan 5, 2021 |
| Priority date | — |
| Expiry date | Feb 5, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2061
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Provided are a computer program product, system, and method for classifying a digital speech sample of a call to determine routing for the call. A digital speech sample of a call agent is processed to categorize speech as having an agent speech attribute. Information is received on a caller speech attribute initiating a call to the call center. The caller speech attribute results from categorizing a caller digital speech sample of the caller as having the caller speech attribute. A call agent of call agents having a call agent speech attribute that matches the caller speech attribute is selected and the call is routed to the selected call agent to process the call.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.