Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-12-19
2006-12-19
Bui, Bing Q. (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265060, C379S265070
Reexamination Certificate
active
07151826
ABSTRACT:
The method and apparatus improve transactions in a communication system, such as a communication system having an automatic call distributor. In one embodiment, an assessment is performed in substantially real time of respective stress levels of at least one of a caller and an agent in a call transaction. A third party is engaged in the transaction when at least one of the stress levels of the caller and the agent exceeds a threshold. This third party may include, for example, a virtual party or an automated input source. The third party may engage in the background of the transaction or in the foreground of the transaction, thus communicating either only with the agent or with both the caller and the agent, respectively. The respective stress levels of at least one of the caller and agent may be assessed by methods which include, but are not limited to; analyzing a respective voice signal of at least one of the caller and the agent, converting a respective voice signal of least one of the caller and the agent to text and analyzing the text and/or analyzing a physical stress level of the agent. The apparatus implements the method.
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