Invention Application
- Patent Title: System and Method for Providing Ongoing Call Center Call Assistance with the Aid of a Digital Computer
- Patent Title (中): 为数字计算机辅助提供呼叫中心呼叫协助的系统和方法
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Application No.: US15207391Application Date: 2016-07-11
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Publication No.: US20160323451A1Publication Date: 2016-11-03
- Inventor: David Milstein , Gilad Odinak , Howard M. Lee
- Applicant: Intellisist, Inc.
- Main IPC: H04M3/51
- IPC: H04M3/51 ; G10L25/87 ; H04M3/523 ; H04M3/56 ; H04M3/42

Abstract:
A system and method for providing ongoing call center call assistance with the aid of a digital computer is provided. A call is received from a caller by an automatic call distributor in a call center and the caller is connected by the automatic call distributor to an agent of the call center. The agent's speech during the call is monitored by an intervention processor included in the call center. The intervention processor determines speech characteristics of the agent during the call, obtains predetermined speech characteristics for the agent, compares the predetermined speech characteristics to the speech characteristics determined during the call, and detects the agent being in need of assistance based on the comparison. The automatic call distributor determines a subject matter of the call and the intervention processor identifies an expert whose expertise matches the subject matter. The intervention processor patches the expert into the call.
Public/Granted literature
- US09667793B2 System and method for providing ongoing call center call assistance with the aid of a digital computer Public/Granted day:2017-05-30
Information query