Accent-based matching of a communicant with a call-center agent

Details Accent-based matching of a communicant with a call-center agent Accent-based matching of a communicant with a call-center agent

2005-01-25

2005-01-25

Smith, Creighton (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S221010

Reexamination Certificate

active

06847714

ABSTRACT:
The accent of a party to a call is determined from a speech sample of the party and the call is sent for servicing to a call-center agent who has skill in the determined accent, and preferably to an agent who speaks both the determined language and the language of the accent.

REFERENCES:
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patent: 5963635 (1999-10-01), Szlam et al.
patent: 6333979 (2001-12-01), Bondi et al.
L.F. Lamel and J.L Gauvain,Language Identification Using Phone-based Acoustic Likelihoods, ICASSP-94, 4 pages.
John H.L. Hansen and Levent M. Arslan,Foreign Accent Classification Using Source Generator Based Prosodic Features, IEEE Proc. ICASSP, vol. 1, pp. 836-839, Detroit USA (May 1995).
Levent M. Arslan and John H.L. Hansen,Language Accent Classification in American English, Robust Speech Processing Laboratory, Duke University Department of Electrical Engineering, Durham, NC, Technical Report RSPL-96-7.
Levent M. Arslan,Foreign Accent Classification in American English, Department of Electrical Computer Engineering, Duke University, thesis, pp. 1-200 (1996).

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