Cognitive routing of calls based on derived employee activity
AssigneeInternational Business Machines Corporation
InventorsMartin G. Keen, Adam Smye-Rumsby, Hernan A. Cunico, Paul A.R. Frank
Life of this patent
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Abstract
Cognitive routing of an incoming call includes analyzing respective captured audio and video data related to each of a plurality of agents of an enterprise, each agent associated with a respective mobile device; and determining a respective current activity in which each agent is engaged based on the agent's related captured audio and video data. Such routing also includes selecting one of the plurality of agents to receive an incoming call based at least in part on the determined respective current activity in which each agent is engaged; and routing an incoming call to the mobile device associated with the selected one agent.
Claims21
1-20. (canceled)
A computer-implemented method, comprising:
- analyzing respective captured audio and video data related to each of a plurality of agents respectively associated with different mobile devices;
- determining, for each of the plurality of agents and based upon the captured audio and video, a respective current activity being engaged in;
- associating, to each of the determined current activities of the plurality of agents, a score value indicative of an appropriateness of interrupting the respective current activity;
- selecting one of the plurality of agents to receive an incoming call based upon the determined current activities of the plurality of agents and the associated score values;
- and
- routing the incoming call to a mobile device associated with the selected one agent.
A computer hardware device, comprising:
- a hardware processor configured to initiate the following executable operations:
- analyzing respective captured audio and video data related to each of a plurality of agents respectively associated with different mobile devices;
- determining, for each of the plurality of agents and based upon the captured audio and video, a respective current activity being engaged in;
- associating, to each of the determined current activities of the plurality of agents, a score value indicative of an appropriateness of interrupting the respective current activity;
- selecting one of the plurality of agents to receive an incoming call based upon the determined current activities of the plurality of agents and the associated score values;
- and
- routing the incoming call to a mobile device associated with the selected one agent.
A computer program product, comprising:
- a computer readable storage medium having program code stored thereon,
- the program code executable by a data processing system to initiate the following operations:
- analyzing respective captured audio and video data related to each of a plurality of agents respectively associated with different mobile devices;
- determining, for each of the plurality of agents and based upon the captured audio and video, a respective current activity being engaged in;
- associating, to each of the determined current activities of the plurality of agents, a score value indicative of an appropriateness of interrupting the respective current activity;
- selecting one of the plurality of agents to receive an incoming call based upon the determined current activities of the plurality of agents and the associated score values;
- and
- routing the incoming call to a mobile device associated with the selected one agent.
Dependencies are inferred from the claim text.