Prediction of a caller's motivation as a basis for selecting tre

Details Prediction of a caller's motivation as a basis for selecting tre Prediction of a caller's motivation as a basis for selecting tre

1995-07-21

1997-11-04

Zele, Krista M.

Telephonic communications

Centralized switching system

Call distribution to operator

379 67, 379113, 379127, 379209, 379265, 379309, H04Q 364, H04M 342

Patent

active

056848722

ABSTRACT:
An improved method and apparatus (12) for handling calls in a call center predicts (206, 312, 410) a caller's level of motivation for making the call and uses (208-212, 314-330, 412-416) the prediction as a basis for determining how to handle the call. The method and apparatus respond to a call coming in to the call center by determining (206, 306, 404) a number of call attempts--either all call attempts whether answered or unanswered by an agent, or only unanswered call attempts--made by the caller to the call center within a predetermined elapsed period of time, and possibly also by determining (308-310, 406) other predictors of the level of motivation of the caller in making the call, prior to the call being answered. Based upon the determined number of call attempts and the other predictors of the caller's motivation level, the method and apparatus then select and give (208-212, 314-330, 412-416) to the call one of a plurality of different treatments that could possibly be given to the call--for example, they select a split to which the call should be queued and/or a priority level for queuing the call. Preferably, the selected treatment is given to the call before an agent of the call center answers the call.

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patent: 5537611 (1996-07-01), Rajagopal et al.

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