Method selecting actions or phases for an agent by analyzing conversation content and emotional inflection

An apparatus for automatic call handling, comprising:

• means for receiving a voice signal;
• means for converting the voice signal to a text stream;
• means for detecting at least one emotional state in the voice signal and producing at least one tag signal indicative thereof;
• and
• means for determining a response from the text stream and the at least one tag indicator.

An apparatus for automatic call handling, comprising:

• call receiving system that outputs at least one voice signal;
• text to voice converter having an input for the at least one voice signal, the text to voice converter converting the voice signal to a text stream and providing the text stream on an output thereof;
• emotion detector having an input for the at least one voice signal, the emotion detector detecting at least one emotional state in the voice signal and producing at least one tag signal indicative thereof on an output thereof;
• and
• scripting engine having inputs for the text stream and the at least one tag indicator, the scripting engine providing on an output thereof at least one response based on the text stream and the at least one tag.

A computer program product embedded in a computer readable medium allowing agent response to emotional state of caller in an automatic call distributor, comprising:

• a computer readable media containing code segments comprising:
• a combining computer program code segment that receives a voice signal;
• a combining computer program code segment that converts the voice signal to a text stream;
• a combining computer program code segment that detects at least one emotional state in the voice signal and produces at least one tag signal indicative thereof;
• and
• a combining computer program code segment that determines a response from the text stream and the at least one tag indicator.

A method of automatic call handling, the method comprising:

• receiving a call having a voice signal;
• combining the voice signal with a feedback signal to produce a combined signal;
• converting the combined signal to a text stream;
• detecting predetermined parameters in the combined signal and producing at least one tag indicator signal indicative thereof;
• and
• embedding the at least one tag indicator in the text stream, and determining a response from the text stream and the tag indicator, the text stream with embedded tag indicator being utilized as the feedback signal.

A method of automatic call handling, the method comprising:

• receiving a call from a caller, the call having a plurality of segments, each of the segments having at least a voice signal;
• analyzing, for each segment, audio information in a respective voice signal for determining a current emotional state of the caller and forming at least one tag indicator indicative of the current emotional state of the caller;
• converting the respective voice signal of the call to a text stream;
• and
• determining a current coarse of action from the text stream and the at least one tag indicator.

A method of automatic call handling allowing agent response to emotional state of caller in an automatic call distributor, the method comprising:

• receiving a call from a caller;
• analyzing audio information in the call for determining an emotional state of the caller and forming a tag indicative of the emotional state of the caller;
• converting a voice signal of the call to a text stream;
• scripting a response based on the text stream and the tag;
• embedding the tag in the text stream and outputting a feedback signal composed of the text stream with the embedded tag;
• combining the feedback signal with the voice signal;
• and
• providing the response to the caller.