System and Method for Detecting Emotions at Different Steps in a Communication
First Claim
1. A system comprising:
- a. an ACD system configured to establish a communication with a first party and affect processing of the established communication based on a detected first emotion and/or a detected second emotion; and
b. an emotion detection system configured to detect the first emotion during a first step of the established communication and detect the second emotion during a second step, different from the first step of the established communication.
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Accused Products
Abstract
The system and method establish a communication with a first party. A first emotion is detected during a first step during the communication. Steps in the communication can include: establishing a call, waiting in a queue, talking with an agent, communicating with an IVR system, and the like. A second emotion is detected at a different step in the communication. Alternatively, the first and second emotions are detected in two different but related communications. The detection of the first and/or second emotion determines how to process the communication. Examples of processing a communication can include routing the communication differently, selecting a different script for an agent, selecting a different agent, and the like. In addition, the communication can also be processed differently based on other additional parameters.
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Citations
34 Claims
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1. A system comprising:
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a. an ACD system configured to establish a communication with a first party and affect processing of the established communication based on a detected first emotion and/or a detected second emotion; and b. an emotion detection system configured to detect the first emotion during a first step of the established communication and detect the second emotion during a second step, different from the first step of the established communication. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system comprising:
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a. an ACD system configured to establish a first communication with a first party, establish a second communication with the first party, wherein the second communication is related to the first communication, affect processing of the first communication based on a detected second emotion, and/or affect processing of the second communication based on a detected first emotion; and b. an emotion detection system configured to detect the first emotion during a first step of the established first communication and detect the second emotion during a first step of the established second communication. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A method comprising:
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a. establishing a communication with a first party; b. detecting a first emotion during a first step of the established communication; c. detecting a second emotion during a second step, different from the first step of the established communication; and d. affecting processing of the established communication based on the detected first emotion and/or the detected second emotion. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25)
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26. A method comprising:
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a. establishing a first communication with a first party; b. detecting a first emotion during a first step of the established first communication; c. establishing a second communication with the first party, wherein the second communication is related to the first communication; d. detecting a second emotion during a first step of the established second communication; e. affecting processing of the first communication based on the detected second emotion; and
/orf. affecting processing of the second communication based on the detected first emotion. - View Dependent Claims (27, 28, 29, 30, 31, 32)
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33. An apparatus comprising:
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a. means for establishing a communication with a first party; b. means for detecting a first emotion during a first step of the established communication; c. means for detecting a second emotion during a second step, different from the first step of the established communication; and d. means for affecting processing of the established communication based on the detected first emotion and/or second the detected second emotion.
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34. An apparatus comprising:
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a. means for establishing a first communication with a first party; b. means for detecting a first emotion during a first step of the established first communication; c. means for establishing a second communication with the first party, wherein the second communication is related to the first communication; d. means for detecting a second emotion during a first step of the established second communication; e. means for affecting processing of the first communication based on the detected second emotion; and
/orf. means for affecting processing of the second communication based on the detected first emotion.
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Specification