Intelligent call routing and call supervision method for call centers
US7844045B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 16, 2004 |
| Grant date | Nov 30, 2010 |
| Priority date | — |
| Expiry date | Jun 22, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2061
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A call routing and supervising system includes an input receiving customer speech from a remote location, and a voice characteristics extractor extracting voice characteristics from the customer speech, such as language/dialect/accent, age group, gender, and eigendimension coordinates. A customer service representative selector selects one or more customer service representatives based on profiles of the customer service representatives respective of customers having voice characteristics similar to the extracted voice characteristics. In other aspects, a call monitor automatically analyzes dialogue between the customer and the customer service representative, such as detected interruptions, tracked dialogue turns, and recognized key phrases indicating frustration, polity, and/or resolution characteristics of dialogue. The call monitor records performance of the customer service representative respective of customers having the voice characteristics. Automatic call rerouting and/or real-time instruction of call center personnel can also be accomplished based on analysis results.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.