METHODS AND SYSTEMS FOR ROUTING CALLS AT A CALL CENTER BASED ON SPOKEN LANGUAGES
First Claim
Patent Images
1. A method for routing calls at a call center based on spoken languages, the method comprising:
- receiving, by a call center, an electronic signal containing a request for assistance from a driver of a vehicle, the electronic signal further containing an identification of one or more languages spoken by the driver;
automatically identifying, by the call center, an available advisor who speaks at least one of the one or more languages; and
directing the request for assistance to the available advisor.
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Abstract
Various examples of a methods and systems are disclosed herein for routing calls at a call center based on spoken languages. In one example, a method includes, but is not limited to, receiving, by a call center, information indicating a request for assistance from a driver of a vehicle and information indicating one or more languages spoken by the driver. The call center automatically identifies an available advisor who speaks at least one language spoken by the driver. The call center automatically directs the request for assistance to the available advisor.
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Citations
20 Claims
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1. A method for routing calls at a call center based on spoken languages, the method comprising:
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receiving, by a call center, an electronic signal containing a request for assistance from a driver of a vehicle, the electronic signal further containing an identification of one or more languages spoken by the driver; automatically identifying, by the call center, an available advisor who speaks at least one of the one or more languages; and directing the request for assistance to the available advisor. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for routing calls at a call center based on spoken languages, the method comprising:
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receiving, by a call center, information indicating a request for assistance from a driver of a vehicle and information indicating one or more languages spoken by the driver; automatically identifying, by the call center, a PSAP with responsibility for providing emergency services to the driver; automatically determining, by the call center, one or more languages spoken at the PSAP; automatically identifying, by the call center, an available advisor who speaks at least one of the one or more languages spoken by the driver and at least one of the one or more languages spoken at the PSAP; and automatically directing the request to the available advisor. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A system for routing calls based on spoken languages, the system comprising:
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a call center housing communication equipment and computer equipment communicatively connected to one another; and a plurality of advisors located within the call center, wherein the communication equipment is configured to receive an electronic signal from a vehicle, the electronic signal containing information identifying a language spoken by a driver of the vehicle, and to automatically communicate the electronic signal to the computer equipment, and wherein the computer equipment is configured to automatically determine from the electronic signal the language spoken by the driver of the vehicle, to automatically identify an advisor of the plurality of advisors who speaks the language spoken by the driver of the vehicle, and to automatically route the request for assistance to the advisor. - View Dependent Claims (20)
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Specification