Coordinating voice calls between representatives and customers to influence an outcome of the call
US9635178B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | May 31, 2016 |
| Grant date | Apr 25, 2017 |
| Priority date | — |
| Expiry date | May 31, 2036 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/556
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The disclosure is directed to analyzing voice conversations between participants of conversations and coordinating calls between participants, e.g., in order to influence an outcome of the voice conversation. For example, sales calls can be coordinated between specific sales representatives (“representatives”) and customers by routing a sales call from a customer to a specific sales representative, based on their voices and the content of the conversation, with the goal of positively influencing the outcome of the sales call. A mapping between sales representatives and customers that is set to maximize the probability for certain outcomes is generated. This mapping (or pairing) may be fed into either an automatic or manual coordination system that connects or bridges sales representatives with customers. The mapping may be generated either based on historic data or early-call conversation analysis, in both inbound and outbound calls.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.