Analyzing voice response to telephone call to assign appropriate agent

A computer program product for enhancing auto dialer systems, the computer program product comprising one or more computer readable storage mediums having program code embodied therewith, the program code comprising programming instructions for:

• detecting a voice response from a communication device of a prospective customer to a telephone call;
• analyzing said voice response to determine characteristics of said prospective customer, wherein said analysis of said voice response comprises translating said voice response into text and then analyzing said text to identify moods and emotions, wherein said moods and emotions are identified using a local affinity method, a learning-based method, an ontology or a keyword spotting technique;
• creating a profile of said prospective customer to include said determined characteristics;
• analyzing profiles of agents that are available to assist said prospective customer, wherein said profiles of agents comprise characteristics of said agents that are available to assist said prospective customer;
• analyzing said profile of said prospective customer;
• identifying a free agent from said agents that are available to assist said prospective customer based on said analysis of said characteristics of said agents that are available to assist said prospective customer and said analysis of said characteristics of said prospective customer, wherein a table stores a listing of prospective customer characteristics matched with a list of agent characteristics, wherein a table look-up operation of said table is performed to identify said free agent out of a plurality of available agents based on having a greatest number of characteristics that match said characteristics of said prospective customer;
• and
• connecting said telephone call to a communication device of said identified free agent to service said prospective customer.

A system, comprising:

• a memory for storing a computer program for enhancing auto dialer systems;
• and
• a processor connected to said memory, wherein said processor is configured to execute program instructions of the computer program comprising:
• detecting a voice response from a communication device of a prospective customer to a telephone call;
• analyzing said voice response to determine characteristics of said prospective customer, wherein said analysis of said voice response comprises translating said voice response into text and then analyzing said text to identify moods and emotions, wherein said moods and emotions are identified using a local affinity method, a learning-based method, an ontology or a keyword spotting technique;
• creating a profile of said prospective customer to include said determined characteristics;
• analyzing profiles of agents that are available to assist said prospective customer, wherein said profiles of agents comprise characteristics of said agents that are available to assist said prospective customer;
• analyzing said profile of said prospective customer;
• identifying a free agent from said agents that are available to assist said prospective customer based on said analysis of said characteristics of said agents that are available to assist said prospective customer and said analysis of said characteristics of said prospective customer, wherein a table stores a listing of prospective customer characteristics matched with a list of agent characteristics, wherein a table look-up operation of said table is performed to identify said free agent out of a plurality of available agents based on having a greatest number of characteristics that match said characteristics of said prospective customer;
• and
• connecting said telephone call to a communication device of said identified free agent to service said prospective customer.