US 10,735,592 B1Granted

Routing of calls based on analysis of digital voice data in a data-communications server system

Assignee8x8, Inc.

InventorsZhishen Liu, Bryan R. Martin

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Abstract

Certain aspects of the disclosure are directed to apparatuses and methods involving a data-communication apparatus that includes a data-communications server and processing circuitry in communication therewith. The data-communication server interfaces with a plurality of remotely-situated client entities for providing data communication services. The processing circuitry accesses an archive of digital voice data indicative of transcribed audio conversations for at least one of the plurality of remotely-situated client entities, calendar information, and a client data-communications server for geographic information of the agents and system parameters. The processing circuitry analyzes the digital voice data associated with the agents, the calendar information, and the system parameters to predict a call answer rate for agents of a geographic region of the at least one remotely-situated client entity for a period of time and reroutes incoming calls based on the predicted call answer rate.

Claims15

Dependent claims

An apparatus, comprising:

a data-communication server configured and arranged to interface with a plurality of remotely-situated client entities to provide data communications services;
and
processing circuitry coupled to a memory circuit and in communication with the data-communication server, the processing circuitry being configured and arranged to:
access:
an archive of digital voice data indicative of transcribed audio conversations between a plurality of agents and customers for at least one of the plurality of remotely-situated client entities, the archived digital voice data including keywords and speech characteristic parameters associated with outcomes of the transcribed audio conversations;
calendar information for agents of the at least one of the plurality of remotely-situated client entities;
and
a client server for geographic information of the agents and system parameters of the at least one remotely-situated client entity;
analyze the digital voice data associated with the agents of the at least one of the plurality of remotely-situated client entities, the calendar information, and the system parameters to:
predict a call answer rate for particular agents of a geographic region of the at least one remotely-situated client entity for a period of time;
and
reroute incoming calls for the at least one of the plurality of remotely-situated client entity based on the predicted call answer rate.

9 more elements

A method for use in a data-communication system, comprising:

accessing, via processing circuitry in communication with a data-communications server configured and arranged to interface with a plurality of remotely-situated client entities to provide data communications services:
an archive of digital voice data indicative of transcribed audio conversations between a plurality of agents and customers for at least one of the plurality of remotely-situated client entities, the archived digital voice data including keywords and speech characteristic parameters associated with outcomes of the transcribed audio conversations and from the provided data communications services;
calendar information for agents of the at least one of the plurality of remotely-situated client entities;
and
a client data-communications server for geographic information of the agents and system parameters of the at least one of the plurality of remotely-situated client entities;
analyzing the digital voice data associated with the agents of the at least one of the plurality of remotely-situated client entities, the calendar information, and the system parameters;
based on the analysis, predicting a call answer rate for particular agents of a geographic region of the at least one of the plurality of remotely-situated client entities for a period of time;
and
rerouting incoming calls for the at least one of the plurality of remotely-situated client entities based on the predicted call answer rate.

6 more elements

Dependencies are inferred from the claim text.

Facts

Application: 16/288,386Filed 28 Feb 2019 · us provisional application
Priority: 30 Mar 2018
Granted: 4 Aug 2020
Term ends: Not estimatedThe source records don’t support an estimate.

Classification26 codes

H04M 3/5233
Call distribution algorithms: operator skill based call distribution
G06F 16/685
Using metadata automatically derived from the content: using automatically derived transcript of audio data, e.g. lyrics
G06F 16/9537
Querying, e.g. by the use of web search engines: spatial or temporal dependent retrieval, e.g. spatiotemporal queries
G06F 40/56
Rule-based translation: natural language generation