Queue-theoretic models for ideal integration of automated call routing systems with human operators
US7742591B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 20, 2004 |
| Grant date | Jun 22, 2010 |
| Priority date | — |
| Expiry date | May 6, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04Q2213/13378
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present invention relates to queue-theoretic models for integration of automated call routing systems with human operators. Organizations are increasingly turning to spoken dialog systems for automated call routing to reduce call center costs. To maintain quality service even in cases of failure, these systems often resort to ad-hoc rules for dispatching calls to a human operator. The present invention provides queue-theoretic methods that provide a modeling and simulation capability in support of decisions about the staffing of call-handling centers based on the frequency of incoming calls and the competency of automated dialog systems. The methods include a procedure for identifying when callers should be transferred to operators. The procedure integrates models that predict when a call is likely to fail using spoken dialog features with queuing models of call center volume and service time.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.