Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-10-25
2005-10-25
Tsang, Fan (Department: 2645)
Telephonic communications
Centralized switching system
Call distribution to operator
C704S231000, C704S270000, C379S266070
Reexamination Certificate
active
06959080
ABSTRACT:
A method and apparatus are provided for accepting a call by an automatic call distributor and for automatic call handling of the call. The apparatus for automatic call handling has: a call receiving system that outputs at least one voice signal; a text voice converter having an input for the at least one voice signal, the text voice converter converting the voice signal to a text stream and providing the text stream on an output thereof; an emotion detector having an input for the at least one voice signal, the emotion detector detecting at least one emotional state in the voice signal and producing at least one tag indicator indicative thereof on an output of the emotion detector; and a scripting engine having inputs for the text stream and the at least one tag indicator, the scripting engine providing on an output thereof at least one response based on the text stream and on the at least one tag indicator. The method and apparatus provides the agents with scripts that are based on not only the content of the call from a caller, but that are also based upon the emotional state of the caller. As a result, there is a decrease in call duration, which decreases the cost of operating a call center. This decrease in the cost is a result in the amount of time an agent spends based on the agent's hourly rate and the costs associated with time usage of inbound phone lines or trunk lines.
REFERENCES:
patent: 6308154 (2001-10-01), Williams et al.
patent: 6363346 (2002-03-01), Walters
patent: 6721416 (2004-04-01), Farrell
patent: 2002/0198707 (2002-12-01), Zhou
patent: 2003/0046181 (2003-03-01), Dow
patent: 2005/0086220 (2005-04-01), Coker et al.
patent: 2 331 201 (1999-05-01), None
Dezonno Anthony J.
Power Mark J.
Shambaugh Craig R.
Anwah Olisa
Rockwell Electronic Commerce Technologies LLC
Tsang Fan
Welsh & Katz Ltd.
LandOfFree
Method selecting actions or phases for an agent by analyzing... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Method selecting actions or phases for an agent by analyzing..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method selecting actions or phases for an agent by analyzing... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-3487412