Method and system for soft skills-based call routing in contact centers

A method for soft skills-based call routing, the method comprising:

• receiving an incoming call;
• detecting prosodic data in the incoming call, wherein the prosodic data is indicative of a caller's emotional state;
• routing the incoming call to an agent using (a) a regular routing, or (b) bypassing the regular routing and using a targeted routing to an agent with an appropriate soft skills score for the prosodic data of the caller detected by the sentiment analyzer;
• storing artifacts indicative of agent soft skills based on all of the agent's completed calls;
• and
• continuously classifying and weighting the artifacts from each of the agent's completed calls to automatically generate an updated soft skills score of the agent after each of the agent's completed calls and using the updated soft skills score of the agent to route a future call to the agent, wherein the artifacts are received by a soft skills scorer and by an unsupervised learner module and based on the received artifacts (a) the updated soft skills score is generated by the soft skills scorer, and (b) one or more new parameters are added to the soft skills scorer by the unsupervised learner module.

A non-transient computer readable medium comprising program instructions for causing a computer to perform the method of:

• processing one or more of digits, voice and text of an incoming call;
• detecting prosodic data in the incoming call, wherein the prosodic data is indicative of a caller's emotional state;
• routing the incoming call to an agent using (a) regular routing based on the one or more digits, voice and text, or (b) bypassing the regular routing and using targeted routing to an agent with a high soft skills rating appropriate for the prosodic data detected by a sentiment analyzer;
• storing in a database artifacts of all calls in which the agent participates, wherein the artifacts are indicative of agent hard skills and soft skills;
• using an artificial intelligence module to continuously update a soft skills score of the agent based on all calls in which the agent participates, and after each call in which the agent participates automatically communicating an updated soft skills score of the agent to an automatic call distributor module;
• and the automatic call distributor module routing a future call to the agent based on the updated soft skills score of the agent, and routing artifact input from the future call to the artificial intelligence module, wherein the artificial intelligence module determines how much impact the updated soft skill score of the agent had on routing the future call.