Ideal transfer of call handling from automated systems to human operators based on forecasts of automation efficacy and operator load
First Claim
1. An automated call routing system, comprising:
- an automated call routing component to route incoming calls to members of an organization and providing automated responses to one or more callers; and
a decision model associated with the automated call routing component to mitigate transferring the calls to an operator.
2 Assignments
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Accused Products
Abstract
The present invention relates to dynamic policies for transferring people from an automated or user-directed call handling system to a human operator, depending on considerations of the likelihood of the failure of the interaction with the call-handling system, predictions about the expected time or frustration associated with using the system, and the current load on human operators. Systems and methods leverage probabilistic models of system and user behaviors built from logged data. A decision-theoretic analysis and corresponding models of ideal decisions about the transfer of calls from an automated system to a human operator are provided. The methods have application to a spectrum of call-handling systems including touch-tone and speech-recognition-based systems.
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Citations
37 Claims
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1. An automated call routing system, comprising:
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an automated call routing component to route incoming calls to members of an organization and providing automated responses to one or more callers; and
a decision model associated with the automated call routing component to mitigate transferring the calls to an operator. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A system that facilitates call routing, comprising:
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means for interacting with a caller;
means for automatically directing the caller to a user; and
means for performing a decision theoretic analysis before directing the caller to a user, the decision-theoretic includes a cost benefit analysis weighing the benefits of transferring the caller to an operator.
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21. A method for automatically routing calls, comprising:
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determining a utility model for employment with a call routing system;
training the utility model from a log of past system call activities; and
automatically directing calls to at least one of an organization member and an operator. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37)
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Specification