System and method for dynamic job allocation based on acoustic sentiments
US9191513B1 · kind B1 · utility
2Cited by
3References
24Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Aug 18, 2014 |
| Grant date | Nov 17, 2015 |
| Priority date | — |
| Expiry date | Aug 18, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/5175
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present disclosure relates to methods of systems for allocating a call from a user to an agent. Embodiments of the disclosure may determine a set of sentiment indicators associated with the user from one or more acoustic parameters of the call. In addition, embodiments of the disclosure may select a candidate agent to handle the call based on the set of sentiment indicators and a sentiment handling capability associated with the candidate agent. Moreover, embodiments of the disclosure may allocate the call to the candidate agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.