Complexity aware call-steering strategy in heterogeneous human/machine call-center environments
US9871927B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 25, 2016 |
| Grant date | Jan 16, 2018 |
| Priority date | — |
| Expiry date | Jul 20, 2036 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L15/197
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method for routing calls suited to use in a call center includes receiving a call from a customer, extracting features from an utterance of the call, and, based on the extracted features, predicting a class and a complexity of a dialog to be conducted between the customer and an agent. With a routing model, a routing strategy is generated for steering the call to one of a plurality of types of agent (such as to a human or a virtual agent), based on the predicted class and complexity of the dialog and a cost assigned to the type of agent. A first of the plurality of types of agent is assigned a higher cost than a second of the types of agent. The routing strategy is output.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.