Voice analysis-based agent routing
AssigneeWells Fargo Bank, N.A.
InventorParul Ghosh
Life of this patent
Estimating the term…
Abstract
A computer system and method for improving call center routing through analysis of customer interactions including obtaining identifying information for a caller upon initiation of a call, identifying the caller as a repeat customer using the identifying information, retrieving historical interaction data associated with the repeat customer from a database, analyzing any combination of customer audio data, customer call log information, or customer feedback, utilizing an artificial intelligence algorithm to determine a current mood indicator of the customer, calculating a customer behavior score for the repeat customer based on the historical interaction data and the current mood indicator of the customer, and matching the repeat customer to a call agent, based on the customer behavior score.
Claims20
A method for improving call center routing through analysis of customer interactions, the method comprising:
- obtaining identifying information for a caller upon initiation of a call;
- identifying the caller as a repeat customer using the identifying information;
- retrieving historical interaction data associated with the repeat customer;
- analyzing the historical interaction data, utilizing an artificial intelligence algorithm, to determine a current mood indicator of the repeat customer;
- calculating a customer behavior score within a predefined numeric range for the repeat customer based on the historical interaction data and the current mood indicator of the repeat customer, wherein the customer behavior score quantifies quantitative and qualitative aspects of the historical interaction data and the current mood indicator for the repeat customer;
- and
- matching the repeat customer to a call agent based on the customer behavior score.
A computer system for improving call center routing through analysis of customer interactions, comprising:
- one or more processors;
- and
- non-transitory computer-readable storage media encoding instructions which, when executed by the one or more processors, cause the computer system to:
- obtain identifying information for a caller upon initiation of a call;
- identify the caller as a repeat customer using the identifying information;
- retrieve historical interaction data associated with the repeat customer from a database;
- analyze any combination of customer audio data, customer call log information, or customer feedback, utilizing an artificial intelligence algorithm to determine a current mood indicator of the repeat customer;
- calculate a customer behavior score within a predefined numeric range for the repeat customer based on the historical interaction data and the current mood indicator of the repeat customer, wherein the customer behavior score quantifies quantitative and qualitative aspects of the historical interaction data and the current mood indicator for the repeat customer;
- and
- match the repeat customer to a call agent, based on the customer behavior score.
Dependencies are inferred from the claim text.