Contact center call routing by agent attribute
AssigneeWest Corporation
InventorsJeffrey William Cordell, James K Boutcher, Michelle L Steinbeck
Life of this patent
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Abstract
A system, method, and computer readable medium for contact center call routing by agent attribute, that comprises, detecting a caller voice attribute, sampling at least one agent voice attribute, storing the at least one agent voice attribute, matching the detected caller voice attribute to the stored voice attribute of the at least one agent, and routing a call based upon the matched agent voice attribute to the detected caller voice attribute.
Claims19
A method for contact center call routing by agent attribute, comprising:
- detecting a caller voice attribute by an automated speech recognition function;
- sampling at least one agent voice attribute;
- storing the at least one agent voice attribute;
- assessing a caller characteristic;
- matching the detected caller voice attribute to the stored voice attribute of the at least one agent and matching the caller characteristic to a surveyed characteristic of the at least one agent;
- and
- routing a call based upon the matched agent voice attribute to the detected caller voice attribute and based upon the matched caller characteristic to the surveyed characteristic of the at least one agent.
A non-transitory computer readable storage medium comprising instructions that when executed by a processor, cause the processor to perform:
- sampling voice attributes of at least one agent by an automated speech recognition function;
- surveying characteristics of the at least one agent;
- creating a database containing the sampled voice attribute and the surveyed characteristics of the at least one agent;
- detecting a caller voice attribute;
- assessing a caller characteristic;
- matching:
- the detected caller voice attribute to the stored voice attribute of the at least one agent and matching
- the caller characteristic to a surveyed agent characteristic;
- and
- routing a call based upon the matchings.
A system for contact center call routing by agent attribute, comprising:
- a processor, wherein the processor detects a caller voice attribute, samples at least one agent voice attribute, matches the detected caller voice attribute to the stored voice attribute of the at least one agent, matches an assessed caller characteristic to surveyed characteristics of the at least one agent, and routes a call based upon the matched agent voice attribute to the detected caller voice attribute and the matched caller characteristic and agent characteristic;
- and
- a memory communicably coupled to the processor, wherein the memory stores the at least one agent voice attribute.
Dependencies are inferred from the claim text.