AGENT MATCHING BASED ON VIDEO ANALYSIS OF CUSTOMER PRESENTATION

• US 20130272565A1
• Filed: 04/16/2012
• Published: 10/17/2013
• Est. Priority Date: 04/16/2012
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Fagundes, Luciano Godoy, Kohler, Joylee, Michaelis, Paul Roller, Moran, Thomas, Desai, Dhaval
• Granted Patent: US 9,451,087 B2
• Time in Patent Office: Days
• US Class Current: 382/100
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 3/5116 for emergency applications
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

Systems and methods for routing and/or servicing contacts using video analysis of one or more video streams are provided. The systems and methods are particularly applicable to a contact center.

Claims

1. A method comprising:

analyzing, by a processor-executable video analysis module, a video stream to produce video analysis results; and

selecting, by a processor executable work assignment engine and based on the video analysis results, a resource to service a contact associated with the video stream.

2. The method of claim 1, wherein a source of the video stream is the selected resource and wherein the video stream comprises an image of the selected resource.

3. The method of claim 2, further comprising:

comparing the video analysis results of the video stream against video analysis results from analysis of a second video stream comprising in image of a contactor associated with the contact.

4. The method of claim 1, wherein a source of the video stream is a contactor associated with the contact and wherein the video stream comprises an image of the contactor and wherein the video analysis results comprise an identification instance of one or more of the following a body part of the contactor, a bodily movement of the contactor, a bodily position of the contactor, a bodily orientation of the contactor, an item or article of clothing of the contactor, a gesture of the contactor, a mood of the contactor, a mannerism of the contactor, a facial expression of the contactor, a medical condition of the contactor, and a non-human object in a scene provided by the video stream.

5. The method of claim 4, wherein the video analysis results comprise a prediction of one or more of the following:

an identity of the contactor, a socioeconomic class of the contactor, a customer class of the contactor, a geographical location of the contactor, an age of the contactor, a profession of the contactor, a need of the contactor, a manufacture, brand or model of an item associated with the contactor, and a purpose of the contact.

6. The method of claim 4, wherein the selected resource is an emergency responder and the steps are performed by a Public Safety Access Point contact center.

7. The method of claim 6, wherein the video analysis results are used for one or more of:

to provide advice to the emergency responder, to select a type of emergency responder to be dispatched, to determine a geographic location of the contractor, to determine an urgency in dispatching an emergency responder, and to identify contacts associated with a common emergency event.

8. A non-transitory computer readable information storage medium comprising instructions that, when executed by a processor, perform the method:

analyzing, by a processor-executable video analysis module, a video stream to produce video analysis results; and

selecting, by a processor executable work assignment engine and based on the video analysis results, a resource to service a contact associated with the video stream.

9. The non-transitory computer readable information storage medium of claim 8, wherein a source of the video stream is the selected resource and wherein the video stream comprises an image of the selected resource.

10. The non-transitory computer readable information storage medium of claim 9, wherein the instructions further comprise:

comparing the video analysis results of the video stream against video analysis results from analysis of a second video stream comprising in image of a contactor associated with the contact.

11. The non-transitory computer readable information storage medium of claim 8, wherein a source of the video stream is a contactor associated with the contact and wherein the video stream comprises an image of the contactor and wherein the video analysis results comprise an identification instance of one or more of the following a body part of the contactor, a bodily movement of the contactor, a bodily position of the contactor, a bodily orientation of the contactor, an item or article of clothing of the contactor, a gesture of the contactor, a mood of the contactor, a mannerism of the contactor, a facial expression of the contactor, a medical condition of the contactor, and a non-human object in a scene provided by the video stream.

12. The non-transitory computer readable information storage medium of claim 11, wherein the video analysis results comprise a prediction of one or more of the following:

an identity of the contactor, a socioeconomic class of the contactor, a customer class of the contactor, a geographical location of the contactor, an age of the contactor, a profession of the contactor, a need of the contactor, a manufacture, brand or model of an item associated with the contactor, and a purpose of the contact.

13. The non-transitory computer readable information storage medium of claim 8, wherein the selected resource is an emergency responder and the steps are performed by a Public Safety Access Point contact center, wherein the video analysis results are used for one or more of:

to provide advice to the emergency responder, to select a type of emergency responder to be dispatched, to determine a geographic location of the contractor, to determine an urgency in dispatching an emergency responder, and to identify contacts associated with a common emergency event.

14. A contact center, comprising:

a processor-executable video analysis module operable to analyze a video stream to produce video analysis results; and

a processor executable work assignment engine operable to select, based on the video analysis results, a resource to service a contact associated with the video stream.

15. The contact center of claim 14, wherein a source of the video stream is the selected resource and wherein the video stream comprises an image of the selected resource.

16. The contact center of claim 15, wherein the video analysis module is further operable to compare the video analysis results of the video stream against video analysis results from analysis of a second video stream comprising in image of a contactor associated with the contact.

17. The contact center of claim 14, wherein a source of the video stream is a contactor associated with the contact and wherein the video stream comprises an image of the contactor and wherein the video analysis results comprise an identification instance of one or more of the following a body part of the contactor, a bodily movement of the contactor, a bodily position of the contactor, a bodily orientation of the contactor, an item or article of clothing of the contactor, a gesture of the contactor, a mood of the contactor, a mannerism of the contactor, a facial expression of the contactor, a medical condition of the contactor, and a non-human object in a scene provided by the video stream.

18. The contact center of claim 17, wherein the video analysis results comprise a prediction of one or more of the following:

an identity of the contactor, a socioeconomic class of the contactor, a customer class of the contactor, a geographical location of the contactor, an age of the contactor, a profession of the contactor, a need of the contactor, a manufacture, brand or model of an item associated with the contactor, and a purpose of the contact.

19. The contact center of claim 14, wherein the video analysis results comprise a prediction of one or more of the following:

an identity of the contactor, a socioeconomic class of the contactor, a customer class of the contactor, a geographical location of the contactor, an age of the contactor, a profession of the contactor, a need of the contactor, a manufacture, brand or model of an item associated with the contactor, and a purpose of the contact.

20. The contact center of claim 14, wherein the selected resource is an emergency responder and the steps are performed by a Public Safety Access Point contact center, wherein the video analysis results are used for one or more of:

to provide advice to the emergency responder, to select a type of emergency responder to be dispatched, to determine a geographic location of the contractor, to determine an urgency in dispatching an emergency responder, and to identify contacts associated with a common emergency event.