System and method for managing hold times during automated call processing

A method for managing hold times during automated call processing, comprising:

• monitoring a call between a caller and an agent;
• obtaining data from the caller and receiving from the agent subjective impressions of the agent about the caller;
• determining hold times during the call based upon a profile of the caller and adjusting the hold times based on the subjective impressions comprising caller attributes perceived by the agent;
• customizing response content for at least one of the hold times using the caller attributes and providing the customized response content to the caller during that hold time;
• and
• altering the customized response content by altering playback speed.

A system for providing customized hold times to a caller, comprising:

• a message server to assign a call received from a caller to a call session;
• a collection module to collect call information from the caller regarding a service topic and to receive subjective impressions of an agent about the caller based on the collected call information;
• a delay module to identify periods of delay during the call and to manage the periods of delay, comprising:
• a determination module to determine a delay length for each period of delay based upon a profile of the caller;
• an adjustment module to adjust the delay length for each period of delay based on the subjective impressions comprising caller attributes perceived by the agent;
• a customization module to customize hold content for one such period of delay based on the call attributes and the delay length for that period of delay;
• a content module to play the customized hold content to the caller during the period of delay;
• and
• a content speed module to alter the customized response content by altering playback speed;
• and
• a response module to provide the caller with a response consistent with the service topic subsequent to the period of delay.

A method for providing customized hold times to a caller, comprising:

• assigning to a call session, a call received from a caller;
• collecting call information from the caller regarding a service topic and receiving subjective impressions of an agent about the caller based on the collected call information;
• identifying periods of delay during the call session and managing the periods of delay, comprising:
• determining a delay length for each period of delay based upon a profile of the caller and adjusting the delay length for each period of delay based on the subjective impressions comprising caller attributes perceived by the agent;
• customizing hold content for one such period of delay based on the call attributes and the delay length for that period of delay;
• playing the customized hold content to the caller during the period of delay;
• and
• altering the customized response content by altering playback speed;
• and
• providing the caller with a response consistent with the service topic subsequent to the period of delay.