Invention Grant
US08837687B2 Computer-implemented system and method for matching agents with callers in an automated call center environment based on user traits
有权
基于用户特征的计算机实现的系统和方法，用于在自动呼叫中心环境中与呼叫者匹配代理
- Patent Title: Computer-implemented system and method for matching agents with callers in an automated call center environment based on user traits
- Patent Title (中): 基于用户特征的计算机实现的系统和方法，用于在自动呼叫中心环境中与呼叫者匹配代理
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Application No.: US13549238Application Date: 2012-07-13
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Publication No.: US08837687B2Publication Date: 2014-09-16
- Inventor: Gilad Odinak , Thomas Veatch
- Applicant: Gilad Odinak , Thomas Veatch
- Applicant Address: US WA Seattle
- Assignee: Intellisist, Inc.
- Current Assignee: Intellisist, Inc.
- Current Assignee Address: US WA Seattle
- Agent Patrick J. S. Inouye; Krista A. Wittman; Zhihua Han
- Main IPC: H04M1/64
- IPC: H04M1/64 ; H04B1/38
Abstract:
A computer-implemented system and method for matching agents with callers within a call center environment is provided. A database of traits for agents within a call center is maintained. A call is received into the call center and a voice recording is obtained from a caller during the call. The voice recording from the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. The caller traits are compared with the traits for the agents. One or more of the agents similar to the user are identified based on the trait comparison. One of the similar agents is selected and the call is transferred to the selected agent.
Public/Granted literature
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