Call routing based on the caller's mood
First Claim
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1. A call processing apparatus comprising;
- a call answering device for answering an incoming call from a caller;
an interactive voice unit for eliciting information about the call from the caller by requiring the caller to provide input in response to prompts from said interactive voice unit;
a behavioral response analyzer for dynamically analyzing predetermined characteristics of the caller'"'"'s touch-tone responses to requests from said interactive voice unit during said incoming call based on predetermined criteria associated with input characteristics identified with different moods to identify callers having specific moods; and
a routing device for routing callers identified as having said specific moods to attendant stations specialized in dealing with callers in such moods.
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Abstract
A call processing apparatus comprises a device for answering an incoming call, an interactive voice unit for eliciting information about the call from the customer, a device for analyzing the caller'"'"'s response according to predetermined criteria to identify callers having certain behavioral characteristics, and a device for routing callers identified as having these characteristics to predetermined attendant stations. The apparatus therefore permits caller'"'"'s having special needs to be automatically routed to suitably trained attendants.
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Citations
11 Claims
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1. A call processing apparatus comprising;
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a call answering device for answering an incoming call from a caller;
an interactive voice unit for eliciting information about the call from the caller by requiring the caller to provide input in response to prompts from said interactive voice unit;
a behavioral response analyzer for dynamically analyzing predetermined characteristics of the caller'"'"'s touch-tone responses to requests from said interactive voice unit during said incoming call based on predetermined criteria associated with input characteristics identified with different moods to identify callers having specific moods; and
a routing device for routing callers identified as having said specific moods to attendant stations specialized in dealing with callers in such moods. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method of routing calls in a call center, comprising the steps of:
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receiving incoming calls from callers in an interactive voice unit;
prompting the callers for input to elicit information from the callers;
analyzing predetermined characteristics of the callers'"'"' activation of a touch tone keypad to identify certain characteristics of said activation indicative of the caller'"'"'s mood during said incoming calls according to predetermined criteria associated with different input characteristics identified with different moods; and
routing the incoming calls to a specialized agent selected for handling callers having the identified specified moods. - View Dependent Claims (10, 11)
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Specification