Coordinating voice calls between representatives and customers to influence an outcome of the call

A computer-readable storage medium storing computer-readable instructions, comprising:

• instructions for receiving real-time call data of a call between the user and a first participant of multiple participants;
• instructions for extracting (a) a set of features from the real time call data, wherein the set of features includes characteristics of the user and characteristics associated with a conversation of the call, and (b) multiple features of conversations based on a set of call data between users and the multiple participants, the multiple features indicating characteristics of any of (a) at least one of the users, (b) at least one of the participants, (c) the conversations;
• instructions for determining, for a specified outcome of multiple outcomes of the call, a specified classifier of multiple classifiers having features that matches with the set of features, wherein each of the multiple classifiers indicates one of multiple outcomes of a conversation and includes a probability value for the corresponding outcome;
• and
• instructions for generating a mapping between the user and a subset of multiple participants that match with features of the specified classifier.

A system for determining a first participant of multiple participants to whom a call from a user is to be routed, the system comprising:

• a first component that is configured to receive real-time call data of a call between the user and a first participant of multiple participants;
• a second component that is configured to extract a set of features from the real time call data, wherein the set of features includes characteristics of the user and characteristics associated with a conversation of the call;
• a third component that is configured to determine, for a specified outcome of multiple outcomes of the call, a specified classifier of multiple classifiers having features that matches with the set of features, wherein each of the multiple classifiers indicates one of multiple outcomes of a conversation and includes a subset of the multiple features that contributed to the one of the multiple outcomes;
• and
• a fourth component that is configured to generate a mapping between the user and a subset of the multiple participants that match with features of the specified classifier.

A system for analyzing and coordinating calls between customer representatives and customers in real time, comprising:

• a first component that is configured to receive audio recordings and/or call streams and to receive a call from a customer of the customers;
• a second component that is configured to extract features from the audio recordings and/or the call streams;
• a third component that is configured to generate multiple classifiers based on the extracted features, the classifiers including probability values for multiple outcomes of the conversations;
• and
• a fourth component that is configured to generate, in real-time, a mapping between one of the customer representatives and the customer based on one or more of the classifiers to maximize an outcome of the call between the customer and the one of the customer representatives.