Call transfer support system
AssigneeInternational Business Machines Corporation
InventorsEmiko Takeuchi, Yoshinori Kabeya, Daisuke Takuma
Life of this patent
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Abstract
A computer retrieves a dialog information records of the active call of the first operator. The computer extracts features from the dialog information records. The computer determines a feature vector from the extracted features and determines a transfer probability value based on the feature vector and previous call transfers to the second operator.
Claims17
A processor-implemented method for transferring an active call from a first operator to a second operator, the method comprising:
- retrieving dialog information records of the active call of the first operator;
- extracting features from the dialog information records;
- determining a feature vector from the extracted features, wherein the feature vector comprises values corresponding to one or more text features and one or more temporal features;
- determining a transfer probability value based on the feature vector and previous call transfers to the second operator, wherein the transfer probability value is determined by summarizing each dimension of the feature vector multiplied by a corresponding weight to each dimension, and wherein the corresponding weight is determined by a transfer prediction model;
- and transferring the active call to the second operator based on determining the transfer probability value is above a threshold value.
A computer system for transferring an active call from a first operator to a second operator, the computer system comprising:
- one or more processors, one or more computer-readable memories, one or more computer-readable tangible storage medium, and program instructions stored on at least one of the one or more tangible storage medium for execution by at least one of the one or more processors via at least one of the one or more memories, wherein the computer system is capable of performing a method comprising:
- retrieving dialog information records of the active call of the first operator;
- extracting features from the dialog information records;
- determining a feature vector from the extracted features, wherein the feature vector comprises values corresponding to one or more text features and one or more temporal features;
- determining a transfer probability value based on the feature vector and previous call transfers to the second operator, wherein the transfer probability value is determined by summarizing each dimension of the feature vector multiplied by a corresponding weight to each dimension, and wherein the corresponding weight is determined by a transfer prediction model;
- and transferring the active call to the second operator based on determining the transfer probability value is above a threshold value.
A computer program product for transferring an active call from a first operator to a second operator, the computer program product comprising:
- one or more computer-readable tangible storage medium and program instructions stored on at least one of the one or more tangible storage medium, the program instructions executable by a processor, the program instructions comprising:
- program instructions to retrieve dialog information records of the active call of the first operator;
- program instructions to extract features from the dialog information records;
- program instructions to determine a feature vector from the extracted features, wherein the feature vector comprises values corresponding to one or more text features and one or more temporal features;
- program instructions to determine a transfer probability value based on the feature vector and previous call transfers to the second operator, wherein the transfer probability value is determined by summarizing each dimension of the feature vector multiplied by a corresponding weight to each dimension, and wherein the corresponding weight is determined by a transfer prediction model;
- and program instructions to transfer the active call to the second operator based on determining the transfer probability value is above a threshold value.
Dependencies are inferred from the claim text.