Call routing based on the caller's mood
US6411687B1 · kind B1 · utility
394Cited by
12References
11Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Nov 10, 1998 |
| Grant date | Jun 25, 2002 |
| Priority date | — |
| Expiry date | Nov 10, 2018 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q1/45
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A call processing apparatus comprises a device for answering an incoming call, an interactive voice unit for eliciting information about the call from the customer, a device for analyzing the caller's response according to predetermined criteria to identify callers having certain behavioral characteristics, and a device for routing callers identified as having these characteristics to predetermined attendant stations. The apparatus therefore permits caller's having special needs to be automatically routed to suitably trained attendants.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.