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US 12,348,674 B2Granted
Systems and methods for the asynchronous detection of on hold time in multi-channel calls
AssigneeOutbound AI Inc.
InventorsRonen Reouveni, Jonathan Wiggs, Robert Piro
Life of this patent
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Abstract
Systems, devices, and methods for more effectively and accurately determining when a participant in a call or similar form of communications session that has placed their channel into an on-hold state ends the on-hold state, and the call or communication session returns to an active mode. In some embodiments, an on-hold state may be indicated by the playing of music and/or a message on the channel placed into that state.
Claims20
A method of operating a call center, comprising:
- for each of a plurality of calls received at a call center, performing the operations of receiving the call at the call center on a communication channel;
- determining that the communication channel has been placed into an on-hold state;
- operating a processor to
- determine a timestamp for the first detected word spoken in the communication channel;
- setting the determined timestamp as the initial value of a time interval;
- setting a length of the time interval;
- based on the length of the time interval, set a final value of the time interval;
- for each word in the time interval, determine a number of syllables spoken over the communication channel;
- compare the determined number of syllables spoken over the communication selected-channel during the time interval to a threshold value;
- if the determined number of syllables spoken during the time interval exceeds the threshold value, then determining that the on-hold state has ended;
- in response to determining that the on-hold state has ended, storing a record of the time the call was received at the call center and the length of the on-hold state of the call;
- assembling a dataset including the time each of the plurality of calls was received at the call center and the length of the on-hold state associated with each of the plurality of calls;
- and
- processing the dataset to determine a desirable level of staffing at the call center to reduce the length of on-hold states for received calls, or a preferred time to place or receive a call at the call center to reduce the length of an on-hold state for the placed or received call.
11 more elements
A system, comprising:
- one or more electronic processors configured to execute a set of computer-executable instructions;
- and
- the set of computer-executable instructions, wherein when executed, the instructions cause the one or more electronic processors to, for each of a plurality of calls received at a call center
- receive the call at the call center on a communication channel;
- determine that the communication channel has been placed into an on-hold state;
- determine a timestamp for the first detected word spoken in the communication channel;
- set the timestamp as the initial value of a time interval;
- set a length of the time interval;
- based on the length, set a final value of the time interval;
- for each word in the time interval, count a number of syllables spoken over the communication channel;
- compare the number of syllables spoken over the communication channel during the time interval to a threshold value;
- if the number of syllables spoken during the time interval exceeds the threshold value, then determine that an on-hold state has ended;
- in response to determining that the on-hold state has ended, store a record of the time the call was received at the call center and the length of the on-hold state of the call;
- assemble a dataset including the time each of the plurality of calls was received at the call center and the length of the on-hold state associated with each of the plurality of calls;
- and
- process the dataset to determine a desirable level of staffing at the call center to reduce the length of on-hold states for received calls, or a preferred time to place or receive a call at the call center to reduce the length of an on-hold state for the placed or received call.
13 more elements
One or more non-transitory computer-readable media including a set of computer-executable instructions that when executed by one or more electronic processors, cause the electronic processors to, for each of a plurality of calls received at a call center:
- receive the call at the call center on a communication channel;
- determine that the communication channel has been placed into an on-hold
- state;
- determine a timestamp for the first detected word spoken in the communication channel;
- set the timestamp as the initial value of a time interval;
- set a length of the time interval;
- based on the length, set a final value of the time interval;
- for each word in the time interval, count a number of syllables spoken over the communication channel;
- compare the number of syllables spoken over the communication channel during the time interval to a threshold value;
- if the number of syllables spoken during the time interval exceeds the threshold value, then determine that an on-hold state has ended;
- in response to determining that the on-hold state has ended, store a record of the time the call was received at the call center and the length of the on-hold state of the call;
- assemble a dataset including the time each of the plurality of calls was received at the call center and the length of the on-hold state associated with each of the plurality of calls;
- and
- process the dataset to determine a desirable level of staffing at the call center to reduce the length of on-hold states for received calls, or a preferred time to place or receive a call at the call center to reduce the length of an on-hold state for the placed or received call.
11 more elements
Dependencies are inferred from the claim text.