Invention Grant
US09509845B2 System and method for pairing agents and callers within a call center
有权
用于在呼叫中心内配对代理和呼叫者的系统和方法
- Patent Title: System and method for pairing agents and callers within a call center
- Patent Title (中): 用于在呼叫中心内配对代理和呼叫者的系统和方法
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Application No.: US14485596Application Date: 2014-09-12
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Publication No.: US09509845B2Publication Date: 2016-11-29
- Inventor: Gilad Odinak , Thomas Veatch
- Applicant: Intellisist, Inc.
- Applicant Address: US WA Seattle
- Assignee: INTELLISIST, LLC
- Current Assignee: INTELLISIST, LLC
- Current Assignee Address: US WA Seattle
- Agent Patrick J. S. Inouye; Krista A. Wittman
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M3/51 ; G10L15/08 ; G06Q10/10 ; G10L25/60 ; G06F17/21 ; G10L15/26 ; G10L25/51 ; H04M3/22 ; H04M3/523 ; G10L17/26
Abstract:
A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.
Public/Granted literature
- US20150003603A1 System And Method For Pairing Agents And Callers Within A Call Center Public/Granted day:2015-01-01
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