Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication

A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:

• a customer history database storing historic data comprising call type data, distress assessment data, behavioral assessment data, call preference data, and customer profile, and the historic data being associated with a stored customer identifier;
• and,
• a first server configured to receive a customer identifier input signal from a communication system, the server comprising logic that when executed by a processor perform:
• communicating with the customer history database;
• determining whether the received customer identifier input signal corresponds to the stored customer identifier in the customer history database, the stored behavioral assessment data being generated by mining voice data associated with a customer identifier input signal and applying a linguistic-based psychological behavioral model to the voice data;
• analyzing historic data corresponding to the received customer identifier when the received customer identifier input signal corresponds to the stored customer identifier in the customer history database;
• comparing the stored customer profile with a customer service representative profile;
• generating a score based upon the comparison of the stored customer profile with the customer service representative profile;
• associating the telephonic communication with one of a plurality of communication destination addresses, the association being based on the analysis of the historic data corresponding to the received customer identifier;
• and,
• communicating the associated communication destination to a switch, wherein the switch is configured to route the telephonic communication to the associated communication destination address.

A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:

• an interactive voice response system configured to receive telephonic communications and caller commands, the interactive voice response system further being configured to communicate with a telephone switch and a routing server;
• a telephone switch configured to route at least one of the received telephonic communications to one of a plurality of communication destination addresses;
• a recording server in operable communication with the routing server, the recording server configured to record a telephonic communication between a caller and a customer service representative and comprising logic that when executed by a processor perform:
• generating behavioral assessment data by analyzing caller voice data associated with the telephonic communication by mining the caller voice data and applying a linguistic-based psychological behavioral model to the caller voice data;
• generating distress assessment data associated with the caller voice data;
• generating call preference data associated with the telephonic communication;
• and
• transmitting the generated behavioral assessment data, distress assessment data and call preference data to a customer history database;
• and,
• a routing server configured to receive a transmitted customer identifier from the interactive voice response system, the routing server comprising logic that when executed by a processor perform:
• receiving the customer identifier;
• determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer history database is configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call type data, distress assessment data, behavioral assessment data, call preference data and customer profile;
• analyzing the historic data corresponding to the received customer identifier and the stored customer identifier;
• comparing the stored customer profile with a customer service representative profile;
• generating a score based upon the comparison of the stored customer profile with the customer service representative profile;
• associating the at least one of the received telephonic communication communications with one of a plurality of communication destination addresses, wherein the
• association of the at least one of the received telephonic data communications with one of the predetermined communication destination addresses is based on the analysis of the historic data;
• and,
• transmitting a signal identifying the associated communication destination address.