Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2004-06-16
2010-11-30
Sing, Simon (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S088010, C379S265060, C379S266100
Reexamination Certificate
active
07844045
ABSTRACT:
A call routing and supervising system includes an input receiving customer speech from a remote location, and a voice characteristics extractor extracting voice characteristics from the customer speech, such as language/dialect/accent, age group, gender, and eigendimension coordinates. A customer service representative selector selects one or more customer service representatives based on profiles of the customer service representatives respective of customers having voice characteristics similar to the extracted voice characteristics. In other aspects, a call monitor automatically analyzes dialogue between the customer and the customer service representative, such as detected interruptions, tracked dialogue turns, and recognized key phrases indicating frustration, polity, and/or resolution characteristics of dialogue. The call monitor records performance of the customer service representative respective of customers having the voice characteristics. Automatic call rerouting and/or real-time instruction of call center personnel can also be accomplished based on analysis results.
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Contolini Matteo
Junqua Jean-Claude
Harness & Dickey & Pierce P.L.C.
Panasonic Corporation
Sing Simon
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