Method for managing call queues for recurring customer questions
US11902469B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 1, 2022 |
| Grant date | Feb 13, 2024 |
| Priority date | — |
| Expiry date | Sep 1, 2042 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L25/63
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
Methods and systems for handling telephone calls relating to recurring customer questions and inquiries so as to decrease a likelihood of additional calls regarding the same issues and thereby improve customer experience while reducing an overall call volume are provided. The method includes: receiving an incoming telephone call from a person; capturing an audio signal that corresponds to a voice of the person; analyzing the audio signal by detecting phonetic intonations applying a digital filter to the intonations; and determining whether an inquiry articulated by the person during the telephone call has been adequately addressed. The method may further include using machine learning to generate an output that indicates an expression of certainty or uncertainty in the voice of the person.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.