Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication
First Claim
1. A computer readable medium adapted to control a computer and comprising a plurality of code segments for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the computer readable medium comprising:
- a code segment for receiving a customer identifier;
a code segment for determining whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising at least one of call type data, distress assessment data, behavioral assessment data, call preference data and customer profile;
a code segment for analyzing the historic data corresponding to the received customer identifier and the stored customer identifier;
a code segment for associating the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic data with one of the predetermined communication destination addresses being based on the analysis of the historic data; and
,a code segment for transmitting a signal identifying the associated communication destination address.
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Accused Products
Abstract
A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.
203 Citations
18 Claims
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1. A computer readable medium adapted to control a computer and comprising a plurality of code segments for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the computer readable medium comprising:
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a code segment for receiving a customer identifier; a code segment for determining whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising at least one of call type data, distress assessment data, behavioral assessment data, call preference data and customer profile; a code segment for analyzing the historic data corresponding to the received customer identifier and the stored customer identifier; a code segment for associating the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic data with one of the predetermined communication destination addresses being based on the analysis of the historic data; and
,a code segment for transmitting a signal identifying the associated communication destination address. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:
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a customer history database storing historic data comprising at least one of call type data, distress assessment data, behavioral assessment data, call preference data, and customer profile, and the historic data being associated with a stored customer identifier; and
,a first server configured to receive a customer identifier from a communication system, the server comprising; logic for communicating with the customer history database; logic for determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database; logic for analyzing historic data corresponding to the received customer identifier when the received customer identifier corresponds to a stored customer identifier in the customer history database; logic for associating the telephonic communication with one of a plurality of communication destination addresses, the association being based on the analysis of the historic data corresponding to the received customer identifier; and
,logic for communicating the associated communication destination to a switch, wherein the switch is configured to route the telephonic communication to the associated communication destination address. - View Dependent Claims (11, 12, 13, 14, 15, 17, 18)
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16. A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:
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an interactive voice response system configured to receive telephonic communications and caller commands, the interactive voice response system further being configured to communicate with a telephone switch and a routing server; a telephone switch configured to route a telephonic communication to one of a plurality of communication destination addresses; a recording server in operable communication with the routing server, the recording server configured to record a telephonic communication between a caller and a customer service representative and comprising; logic for generating behavioral assessment data by analyzing caller voice data associated with the telephonic communication by mining the caller voice data and applying a linguistic-based psychological behavioral model to the caller voice data; logic for generating distress assessment data associated with the caller voice data; logic for generating call preference data associated with the telephonic communication; and logic for transmitting the generated behavioral assessment data, distress assessment data and call preference data to a customer history database; and
,a routing server configured to receive a transmitted customer identifier from the interactive voice response system, the routing server comprising; logic for receiving customer identifier; logic for determining whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising at least one of call type data, distress assessment data, behavioral assessment data, call preference data and customer profile; logic for analyzing the historic data corresponding to the received customer identifier and the stored customer identifier; logic for associating the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic data with one of the predetermined communication destination addresses being based on the analysis of the historic data; and
,logic for transmitting a signal identifying the associated communication destination address.
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Specification