Linguistic coordination system
US9479643B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 15, 2015 |
| Grant date | Oct 25, 2016 |
| Priority date | — |
| Expiry date | Jun 15, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/556
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An embodiment of the invention routes a call from a caller to a select agent with a controller, the call being routed based on a caller profile of the caller and a regional profile. A processor can generate a new call record for the call between the caller and the select agent, the new call record including caller attributes and agent attributes. A detector can monitor the call between the caller and the select agent, the call being monitored for communication barriers. The communication barriers can include words and/or phrases that indicate a misunderstanding, and/or repetition of the same phrase. The processor can update the caller's profile and/or the regional profile, the caller's profile and/or regional profile being updated with the new call record.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.