Estimation of expected value for remaining work time for contact center agents
First Claim
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1. A call management system for interconnecting a customer who is using a communication device, with one of a plurality of customer agents;
- said interconnection thereby establishing a service call, said call management system comprising;
means for segmenting said call into a plurality of phases;
means for predicting a current phase of said call from said plurality of phases; and
, means for estimating time remaining on said call.
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Abstract
The present invention provides a more accurate estimate as to time for completion of a call by using estimated time durations of separate phases of the call and by determining what phase a call is currently on. An important feature of the present invention is the use of automated speech processing techniques to estimate where the customer and agent are in their conversation and to gauge the rate of progress of the call.
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18 Claims
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1. A call management system for interconnecting a customer who is using a communication device, with one of a plurality of customer agents;
- said interconnection thereby establishing a service call, said call management system comprising;
means for segmenting said call into a plurality of phases;
means for predicting a current phase of said call from said plurality of phases; and
,means for estimating time remaining on said call. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
- said interconnection thereby establishing a service call, said call management system comprising;
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11. A method estimating the time remaining on a service call, for use in a call management system which interconnects a customer who is using a communication device, with one of a plurality of customer agents;
- said interconnection thereby establishing said service call;
said method comprising the steps of;
segmenting said call into a plurality of phases;
predicting a current phase of the call from said plurality of phases; and
,estimating time remaining on said call using said predicted current phase. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18)
- said interconnection thereby establishing said service call;
Specification