公开(公告)号：US07151826B2

公开(公告)日：2006-12-19

申请号：US10259356

申请日：2002-09-27

申请人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

发明人： Craig R. Shambaugh ,  Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： H04M3/00

CPC分类号： H04M3/51 ,  H04M3/5175

摘要： The method and apparatus improve transactions in a communication system, such as a communication system having an automatic call distributor. In one embodiment, an assessment is performed in substantially real time of respective stress levels of at least one of a caller and an agent in a call transaction. A third party is engaged in the transaction when at least one of the stress levels of the caller and the agent exceeds a threshold. This third party may include, for example, a virtual party or an automated input source. The third party may engage in the background of the transaction or in the foreground of the transaction, thus communicating either only with the agent or with both the caller and the agent, respectively. The respective stress levels of at least one of the caller and agent may be assessed by methods which include, but are not limited to; analyzing a respective voice signal of at least one of the caller and the agent, converting a respective voice signal of least one of the caller and the agent to text and analyzing the text and/or analyzing a physical stress level of the agent. The apparatus implements the method.

摘要翻译： 该方法和装置改善了诸如具有自动呼叫分配器的通信系统的通信系统中的交易。 在一个实施例中，在呼叫交易中的呼叫者和代理中的至少一个的相应压力水平的基本上实时地执行评估。 当呼叫者和代理的压力水平中的至少一个超过阈值时，第三方从事该交易。 该第三方可以包括例如虚拟方或自动输入源。 第三方可以从事事务的背景或交易的前台，从而分别仅与代理人或主叫方和代理人进行通信。 呼叫者和代理人中的至少一个的各自的压力水平可以通过包括但不限于以下方式的方法来评估： 分析呼叫者和代理中的至少一个的相应语音信号，将呼叫者和代理中的至少一个的相应语音信号转换成文本并分析文本和/或分析代理的物理应力水平。 该装置实现该方法。