Apparatus and methods for responding to multimedia communications based on content analysis

• US 6,058,435 A
• Filed: 02/04/1997
• Issued: 05/02/2000
• Est. Priority Date: 02/04/1997
• Status: Expired due to Term

• Current Assignee: Unify Inc. (Atos SE)
• Original Assignee: Siemens Information And Communication Networks, Inc.
• Inventors: Sassin, Michael, King, Neal J., Sheikhzadegan, Naser
• Primary Examiner(s): Meky, Moustafa M.
• Application Number:
  US08/794,356
• Time in Patent Office: 1,183 Days
• Field of Search: 709/305, 379/265, 379/266, 379/210, 379/211, 379/220, 379/212, 379/221
• US Class Current: 719/331
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 7/12 for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal

Abstract

A routing method for an information distribution system, such as an automatic communications distribution system, allows substantial content freedom in the formulation of a message to the system. The messages are converted to a computer-searchable format and are subjected to content analysis to identify skills advantageous to responding to the messages. In one application, the incoming message is a facsimile transmission that is converted to computer-generated text information using an optical character recognition module. The freeform incoming message may also be a voice mail message converted using speech recognition techniques, or may be a video transmission, electronic mail or a Webpage referral. In an application of the method and system that includes a response from an agent of the system, resume data indicative of proficiencies of the agents with respect to skills advantageous to processing the communications are correlated with the identified desired skills for a particular incoming communication. Based upon the correlation, the incoming communication is routed to the appropriate agent.

Claims

1. A routing method for distributing communications to a plurality of individuals comprising steps of:

storing resume data indicative of proficiencies of said individuals with respect to skills advantageous to processing said communications;

enabling reception of incoming communications having substantial content freedom;

formatting original message content of each of said incoming communications in a program-searchable format;

searching said original message content of each formatted incoming communications to determine which skills are advantageous to processing said incoming communications; and

at least partially based upon correlations between said stored resume data and said determined skills advantageous to processing said incoming communications, routing said incoming communications to said individuals on a one-by-one basis.

2. The routing method of claim 1 wherein said step of formatting said original message content of each incoming communication includes generating text information of a message submitted in said incoming communication.

3. The routing method of claim 2 wherein said step of searching said original message content includes executing a word query of said text information.

4. The routing method of claim 3 wherein said step of executing said word query is a Boolean word search.

5. The routing method of claim 1 further comprising a step of receiving said incoming communications in a form of telephonically recorded voice messages, said step of formatting original message content of said incoming communications including generating computer-generated text information representative of said voice messages.

6. The routing method of claim 1 further comprising a step of receiving said incoming communications in a form of text messages transmitted via a computer network.

7. The routing method of claim 6 wherein said step of receiving text messages is a step that includes at least one of receiving electronic mail and receiving text messages originating from a site of the World Wide Web.

8. The routing method of claim 1 further comprising a step of receiving said incoming communications in a form of a facsimile message, said step of formatting original message content of said incoming communications including utilizing optical character recognition techniques.

9. The routing method of claim 1 further comprising a step of receiving said incoming communications in a form of video transmissions, said step of formatting original message content of said incoming communications including utilizing image analysis to generate descriptors in response to recognizing image features of said video transmissions.

10. The routing method of claim 9 further comprising a step of associating a video transmission from a submitting party with at least one non-video incoming communication from said submitting party such that said combination is used in said determining which skills are advantageous.

11. The routing method of claim 1 wherein said step of storing resume data is a step of identifying proficiencies of automatic call distribution (ACD) with respect to different call-handling requirements.

12. A routing method for an information distribution system comprising steps of:

receiving an incoming communication having significant freedom of message content, said incoming communication being from a submitting party;

converting original message content of said incoming communication to a computer-searchable format;

executing content analysis of said original message content in said computer-searchable format, including searching said original message content of said incoming communication for a specific subiect;

based upon said content analysis, determining criteria for conveying desired information responsive to said incoming communication;

based upon said determined criteria, selecting a connectivity option among a plurality of connectivity options; and

establishing a connection with said submitting party in accordance with said selected connectivity option.

13. The routing method of claim 12 wherein said step of converting said original message content to a computer-searchable format includes generating computer text information and wherein said step of executing content analysis includes implementing a word search of said computer text information.

14. The routing method of claim 13 wherein said step of executing content analysis includes a Boolean word search.

15. The routing method of claim 12 wherein said step of receiving said incoming communication is a step of receiving a message at an automatic call distribution (ACD) system, said step of selecting said connectivity option being a selection of an ACD agent having pre-established skills advantageous to handling said message.

16. The routing method of claim 12 wherein said step of receiving said incoming communication includes receiving a voice message and wherein said step of converting said original message content includes using speech recognition to convert said voice message to computer-searchable text information.

17. The routing method of claim 12 wherein said step of receiving said incoming communication includes receiving one of an electronic mail message or a message transmitted via a site on the World Wide Web.

18. The routing method of claim 12 wherein said step of receiving said incoming communication includes receiving a facsimile transmittal and wherein said step of converting said message includes generating computer text information using optical character recognition techniques.

19. The routing method of claim 12 wherein said step of receiving said incoming communication includes receiving video information and wherein said step of converting said original message content includes generating descriptors using image analysis to recognize features within said video information.

20. A routing system for distributing communications to ACD agents comprising:

memory means for storing resume data indicative of proficiencies of each of said ACD agents with respect to skills advantageous to processing calls;

means for receiving incoming communications having substantial freedom of content;

means, connected to said receiving means, for formatting original message content of said incoming communications in a computer-searchable format;

content analysis means, connected to said formatting means, for searching said formatted original message content of said incoming communications for keywords indicative of skills advantageous to processing said incoming communications; and

correlation means for selecting among said ACD agents to handle said incoming communications in response to correlations between skills of said ACD agents as indicated within said stored resume data and skills advantageous to processing said incoming communications.

21. The routing system of claim 20 wherein said means for receiving incoming communications includes a voice message recorder, said formatting means including a speech recognition device.

22. The routing system of claim 20 wherein said means for receiving incoming communications includes a network connection for receiving at least one of electronic mail and transmissions from a site on the World Wide Web.

23. The routing system of claim 20 wherein said means for receiving incoming communications includes a facsimile machine, said formatting means including an optical character recognition device.

24. The routing system of claim 20 wherein said means for formatting said original message content includes an image analyzer responsive to a video transmission received by said means for receiving incoming communications.