# US 10,484,538 B2 · Computer-implemented method of fowarding calls predictive dialer system and data base

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- Number: US 10,484,538 B2
- Document ID: US10484538B2
- Status: Granted
- Kind: B2
- Application number: 16/104,996
- Filed: 2018-08-20
- Published: 2019-02-21
- Granted: 2019-11-19
- Earliest claimed: 2017-08-21
- Assignees: Incontact Inc.
- Applicants: Unify Patente GmbH & Co. KG
- Inventors: Antigoni Bitou; Stamatios Glikos; Ilianna Spiliopoulou; Nikolaos Skintzis; Aristeidis Giachalis; Anthansios Pagonis; Alexandros Cheimarios
- Web page: https://patentgrep.com/patent/US10484538B2

## CPC

- H04M 3/5158: {in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26)}
- G10L 15/1815: {Semantic context, e.g. disambiguation of the recognition hypotheses based on word meaning}
- G10L 15/22: Procedures used during a speech recognition process, e.g. man-machine dialogue
- H04M 3/5175: {Call or contact centers supervision arrangements}
- H04M 3/5238: {with waiting time or load prediction arrangements}
- G10L 15/08: Speech classification or search
- H04M 2201/40: using speech recognition
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING

## Abstract

An improved predictive dialer system and method that dials telephone numbers and connects answered calls to available agents monitors an active call between an agent and a client using speech recognition. In the active call, the speech recognition searches for occurrence of at least one key phrase that indicates intention of termination of the call; and upon occurrence of at least one key phrase, predicts a remaining time period until the call will be terminated. Based on the predicted remaining time period, during the remaining time period, the system or method determines a point of time for initiating at least one new call to a client and initiates at least one new call at the determined point of time.

## Claims

### Claim 1

A computer-implemented method of forwarding calls in a predictive dialer system that dials telephone numbers and connects answered calls to available agents, the method comprising the steps of:
a processing component of the predictive dialer system monitoring a first active call between an agent and a client using speech recognition to detect, during the first active call, an occurrence of at least one key phrase audibly spoken during the first active call that indicates intention of termination of the first active call;
the processing component of the predictive dialer system monitoring a call completion rate for call attempts and an average ringing time for the call attempts;
in response to detection of a key phrase of the at least one key phrase, predicting a remaining time period until the first active call will be terminated based on an average time value associated with the key phrase that was detected, the average time value being stored in a database that maps the average time value with the key phrase that was detected, the database being stored in a non-transitory computer readable medium that is communicatively accessible to the processing component of the predictive dialer system;
the processing component of the predictive dialer system selecting a number of new second call attempts based on the monitored call completion rate during the first active call;
the processing component of the predictive dialer system determining a point of time for initiating the selected number of new second call attempts for establishment of a new second call between the agent and a new client for being handled by the agent based on the predicted remaining time period until the first active call will be terminated, the monitored average ringing time for call attempts, and an amount of time needed for dialing to initiate the selected number of new second call attempts; and
the predictive dialer system initiating the selected number of new second call attempts to establish the new second call between the agent and the new client at the determined point of time during the first active call and before termination of the first active call.

### Claim 2 (depends on 1)

The method according to claim 1, wherein the average time value associated with the key phrase stored in the database is based on statistical data with respect to time periods acquired by monitoring previous calls, and the detected key phrase is a key phrase spoken by the client during the first active call.

### Claim 3 (depends on 2)

The method according to claim 2, comprising: the monitoring of the previous calls, wherein the monitoring of the previous calls comprises searching and extracting key phrases from the previous calls that indicate intention of call termination using speech recognition.

### Claim 4 (depends on 3)

The method according to claim 3, further comprising mapping, each extracted key phrase to a respective average time period until call termination will occur in the database such that the database stores information indicating a plurality of average time periods for different key phrases, each average time period being a value determined from data obtained from the monitoring of the previous calls.

### Claim 5 (depends on 1)

The method according to claim 1 wherein the predictive dialer system initiating the selected number of new second call attempts comprises dialing a plurality of different telephone numbers for the new second call attempts.

### Claim 6 (depends on 5)

The method according to claim 5, comprising:
forwarding the new second call to the agent such that a first of the new second call attempts that is answered by the new client is forwarded to the agent.

### Claim 7 (depends on 2)

The method according to claim 2, wherein the monitoring of the call completion rate for call attempts comprises determining a number of answered calls per all calls dialed within a predetermined time period.

### Claim 8 (depends on 2)

The method according to claim 2, comprising: determining an average time until a call is answered by a client based on the monitoring of the previous calls.

### Claim 9 (depends on 2)

The method according to claim 2, wherein the speech recognition is configured for searching the at least one key phrase in the first active via a search algorithm which corresponds to a search algorithm used to search for and extract key phrases from the previous calls that indicate call termination.

### Claim 10

A non-transitory computer readable medium having code stored thereon, the code defining a method that is performed by a predictive dialer system that runs the code via a processing component of the predicative dialer system, the method comprising:
monitoring a first active call between an agent and a client using speech recognition to detect, during the first active call, an occurrence of at least one key phrase audibly spoken by the client during the first active call that indicates intention of termination of the first active call;
monitoring a call completion rate for call attempts and an average ringing time for the call attempts;
in response to detection of a key phrase of the at least one key phrase audibly spoken by the client during the first active call, predicting a remaining time period until the first active call will be terminated based on an average time value associated with the key phrase that was detected, the average time value being stored in a database that maps the average time value with the key phrase that was detected, the database being stored in the non-transitory computer readable medium that is communicatively accessible to the processing component of the predictive dialer system;
selecting a number of new second call attempts based on the monitored call completion rate;
determining a point of time for initiating the selected number of new second call attempts for establishment of a new second call between the agent and a new client for being handled by the agent based on the predicted remaining time period until the first active call will be terminated, the monitored average ringing time for call attempts, and an amount of time needed for dialing to initiate the selected number of new second call attempts; and
initiating the selected number of new second call attempts to establish the new second call between the agent and the new client at the determined point of time during the first active call and before termination of the first active call.

### Claim 11 (depends on 10)

The non-transitory computer readable medium of claim 10, wherein the average time value associated with the key phrase is based on statistical data with respect to time periods acquired by the processing component monitoring previous calls.

### Claim 12 (depends on 11)

The non-transitory computer readable medium of claim 11, the method also comprising: the monitoring of the previous calls, wherein the monitoring of the previous calls comprises searching and extracting key phrases from the previous calls that indicate intention of call termination using speech recognition.

### Claim 13 (depends on 12)

The non-transitory computer readable medium of claim 12, the method further comprising mapping each extracted key phrase to a respective average time period until call termination will occur in the database such that the database stores information indicating a plurality of average time periods for different key phrases, each average time period being a value determined from data obtained from the monitoring of the previous calls.

### Claim 14 (depends on 10)

The non-transitory computer readable medium of claim 10, wherein the initiating of the selected number of new second call attempts comprises dialing a plurality of different telephone numbers for the new second call attempts.

### Claim 15 (depends on 14)

The non-transitory computer readable medium of claim 14, wherein the method also comprises:
forwarding the new second call to the agent such that a first of the new second call attempts that is answered by the new client is forwarded to the agent.

### Claim 16 (depends on 11)

The non-transitory computer readable medium of claim 11, the method comprising: determining an average time until a call is answered based on the monitoring of the previous calls.

### Claim 17 (depends on 11)

The non-transitory computer readable medium of claim 11, wherein the speech recognition is configured for searching the at least one key phrase in the first active via a search algorithm which corresponds to a search algorithm used to search for and extract key phrases from the previous calls that indicate call termination.

### Claim 18

A predictive dialer system comprising:
a processing component,
a non-transitory computer readable medium, a database being stored in the non-transitory computer readable medium,
a dialer component;
the processing component communicatively connectable to the non-transitory computer readable medium and the dialer component to control the dialer component;
the processing component configured to control monitoring of a first active call between an agent and a client using speech recognition to detect, during the first active call, an occurrence of at least one key phrase audibly spoken during the first active call that indicates intention of termination of the first active call;
the processing component configured to control monitoring a call completion rate for call attempts and an average ringing time for the call attempts;
the processing component configured to predict a remaining time period until the first active call will be terminated based on an average time value associated with a key phrase of the at least one key phrase that was detected in response to detection of the key phrase of the at least one key phrase audibly spoken during the first active call, the average time value being stored in the database for mapping the average time value with the key phrase of the at least one key phrase that was detected;
the processing component configured to select a number of new second call attempts during the first active call based on the monitored call completion rate;
the processing component configured to determine a point of time for initiating the selected number of new second call attempts for establishment of a new second call between the agent and a new client for being handled by the agent based on (i) the predicted remaining time period until the first active call will be terminated, (ii) the average ringing time for call attempts that is monitored and (iii) an amount of time needed for dialing to initiate the selected number of new second call attempts; and
the processing component configured to control the dialer component to initiate the selected number of new second call attempts to establish the new second call between the agent and the new client at the determined point of time during the first active call and before termination of the first active call.

### Claim 19 (depends on 18)

The predictive dialer system of claim 18, wherein the average time value associated with the key phrase that was detected is based on statistical data with respect to time periods acquired by monitoring previous calls; and
wherein the predicative dialer system is configured to map each extracted key phrase to a respective average time period until call termination will occur in the database such that the database stores information indicating a plurality of average time periods for different key phrases, each average time period being a value determined from data obtained from the monitoring of the previous calls.

### Claim 20 (depends on 18)

The predictive dialer system of claim 18, wherein the dialer component is configured to dial a plurality of different telephone numbers for the selected number of new second call attempts to initiate the selected number of new second call attempts at the determined point of time during the first active call and before termination of the first active call; and
wherein the at least one key phrase audibly spoken during the first active call that indicates intention of termination of the first active call is at least one key phrase spoken by the client during the first active call.