Method for managing call queues for recurring customer questions

A computing apparatus for handling a telephone call, the computing apparatus comprising:

• a processor;
• a memory;
• a display;
• and
• a communication interface coupled to each of the processor, the memory, and the display,
• wherein the processor is configured to:
• receive, via the communication interface, a first incoming telephone call from a person;
• capture, from the first incoming telephone call, an audio signal that corresponds to a voice of the person;
• analyze the captured audio signal;
• and
• determine, based on a result of the analysis, whether an inquiry articulated by the person during the first incoming telephone call has been adequately addressed,
• wherein the processor is further configured to detect at least one phonetic intonation included in the audio signal and apply at least one digital filter to the at least one phonetic intonation, and
• wherein the processor is further configured to use a result of the application of the at least one digital filter to the at least one phonetic intonation to determine when the at least one phonetic intonation corresponds to a statement being made by the person and to determine when the at least one phonetic intonation corresponds to a question being asked by the person, and
• wherein the processor is further configured to:
• obtain call data that relates to the first incoming telephone call;
• and
• execute a first artificial intelligence (AI) algorithm that implements a machine learning technique and uses the result of the applying of the at least one digital filter to the at least one phonetic intonation and the obtained call data as inputs in order to generate an output that indicates a sentiment of the person.

A non-transitory computer readable storage medium storing instructions for handling a telephone call, the storage medium comprising executable code which, when executed by a processor, causes the processor to:

• receive a first incoming telephone call from a person;
• capture, from the first incoming telephone call, an audio signal that corresponds to a voice of the person;
• analyze the captured audio signal;
• and
• determine, based on a result of the analysis, whether an inquiry articulated by the person during the first incoming telephone call has been adequately addressed,
• wherein the executable code further causes the processor to analyze the captured audio signal by detecting at least one phonetic intonation included in the audio signal and applying at least one digital filter to the at least one phonetic intonation, and
• wherein the executable code further causes the processor to determine whether the inquiry has been adequately addressed by using a result of the applying of the at least one digital filter to the at least one phonetic intonation to determine when the at least one phonetic intonation corresponds to a statement being made by the person and to determine when the at least one phonetic intonation corresponds to a question being asked by the person, and
• wherein the executable code further causes the processor to:
• obtain call data that relates to the first incoming telephone call;
• and
• execute a first artificial intelligence (AI) algorithm that implements a machine learning technique and uses the result of the applying of the at least one digital filter to the at least one phonetic intonation and the obtained call data as inputs in order to generate an output that indicates a sentiment of the person.