Computer-implemented system and method for matching agents with callers in an automated call center environment based on user traits
US8837687B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jul 13, 2012 |
| Grant date | Sep 16, 2014 |
| Priority date | — |
| Expiry date | Aug 22, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A computer-implemented system and method for matching agents with callers within a call center environment is provided. A database of traits for agents within a call center is maintained. A call is received into the call center and a voice recording is obtained from a caller during the call. The voice recording from the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. The caller traits are compared with the traits for the agents. One or more of the agents similar to the user are identified based on the trait comparison. One of the similar agents is selected and the call is transferred to the selected agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.