Invention Grant
- Patent Title: Classifying a digital speech sample of a call to determine routing for the call
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Application No.: US16268391Application Date: 2019-02-05
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Publication No.: US10887464B2Publication Date: 2021-01-05
- Inventor: Deepak Ghuge , Sasikanth Eda , Manojkiran Eda
- Applicant: International Business Machines Corporation
- Applicant Address: US NY Armonk
- Assignee: International Business Machines Corporation
- Current Assignee: International Business Machines Corporation
- Current Assignee Address: US NY Armonk
- Agency: Konrad, Raynes, Davda and Victor LLP
- Agent David W. Victor
- Main IPC: H04M3/523
- IPC: H04M3/523 ; G10L15/26 ; G10L25/63 ; G10L15/20 ; G06N20/00 ; G10L15/187 ; G10L25/27 ; G06F40/40 ; G06F40/279 ; G10L15/22

Abstract:
Provided are a computer program product, system, and method for classifying a digital speech sample of a call to determine routing for the call. A digital speech sample of a call agent is processed to categorize speech as having an agent speech attribute. Information is received on a caller speech attribute initiating a call to the call center. The caller speech attribute results from categorizing a caller digital speech sample of the caller as having the caller speech attribute. A call agent of call agents having a call agent speech attribute that matches the caller speech attribute is selected and the call is routed to the selected call agent to process the call.
Public/Granted literature
- US20200252510A1 CLASSIFYING A DIGITAL SPEECH SAMPLE OF A CALL TO DETERMINE ROUTING FOR THE CALL Public/Granted day:2020-08-06
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