Accent-based matching of a communicant with a call-center agent

• US 6,847,714 B2
• Filed: 11/19/2002
• Issued: 01/25/2005
• Est. Priority Date: 11/19/2002
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Jensen, Kenneth B., Matula, Valentine C., Kohler, Joylee E., Windhausen, Richard A., Hackbarth, Kenneth R., Das, Sharmistha Sarkar
• Primary Examiner(s): SMITH, CREIGHTON H
• Application Number:
  US10/299,421
• Publication Number:
  US 20040096050A1
• Time in Patent Office: 798 Days
• Field of Search: 379/265.01, 379/265.12, 379/266.01, 379/219, 379/221.01
• US Class Current: 379/265.12
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

The accent of a party to a call is determined from a speech sample of the party and the call is sent for servicing to a call-center agent who has skill in the determined accent, and preferably to an agent who speaks both the determined language and the language of the accent.

Claims

1. A method comprising:

obtaining a speech sample from a party to a call;

analyzing the speech sample to determine an accent of the party; and

sending the call for servicing to a call-center agent who is skilled in the determined accent.

2. The method of claim 1 wherein:

sending comprises

enqueuing the call for servicing by an agent who is skilled in the determined accent.

3. The method of claim 1 wherein:

sending comprises

estimating a wait time of the call for an agent who is skilled in the determined accent;

if the estimated wait time is acceptable, enqueuing the call for servicing by an agent who is skilled in the determined accent; and

if the estimated wait time is not acceptable, enqueuing the call for servicing by any agent who is capable of servicing the call.

4. The method of claim 1 wherein:

the agent is an automated application.

10. An apparatus that performs the method of one of claims 1, 5, 2, 3, 6, 7, 8, 9 and 4.

11. A computer-readable medium containing instructions which, when executed in a computer, cause the computer to perform the method of one of claims 1, 5, 2, 3, 6, 7, 8, 9 and 4.

5. A method comprising:

prompting a party to a call via the call to speak on the call;

receiving the party'"'"'s speech via the call;

comparing the received speech with stored speech samples to determine an accent of the party; and

sending the call for servicing to a call-center agent who is skilled in the determined accent.

6. A method comprising:

determining both a language spoken by a party to a call and an accent with which the party speaks the language;

estimating a wait time of the call for an agent who is skilled in both the spoken language and a language of the determined accent;

if the estimated wait time is acceptable, enqueuing the call for servicing by an agent who is skilled in both said languages; and

if the estimated wait time is not acceptable, enqueuing the call for servicing by any agent who is skilled in the spoken language.

7. A method comprising:

determining both a language spoken by a party to a call and an accent with which the party speaks the language;

estimating a first wait time of the call for an agent who is skilled in both the spoken language and a language of the determined accent;

if the first wait time is acceptable, enqueuing the call for servicing by an agent who is skilled in both said languages;

if the first wait time is unacceptable, estimating a second wait time of the call for an agent who is skilled in both the spoken language and the determined accent;

if the second wait time is acceptable, enqueuing the call for servicing by an agent who is skilled in both the spoken language and the determined accent; and

if the second wait time is unacceptable, enqueuing the call for servicing by any agent who is skilled in the spoken language.

8. A method comprising:

determining a language spoken by a party to a call, an accent of the party and a degree of the accent with which the party speaks the language, and a geographical region of the party;

determining whether the party is a native speaker of the spoken language;

if the party is a native speaker of the spoken language, estimating a first wait time of the call for an agent who is a native speaker of the spoken language;

if the first wait time is acceptable, enqueuing the call for servicing by an agent who is a native speaker of the spoken language;

if the first wait time is not acceptable, enqueuing the call for servicing by any agent who speaks the spoken language with a low degree of accent;

if the party is not a native speaker of the spoken language, estimating a second wait time of the call for an agent who is skilled in both the spoken language and a language of the accent;

if the second wait time is acceptable, enqueuing the call for servicing by an agent who is skilled in both languages and with a preference for an agent who has the determined degree of accent and corresponds to the determined geographical region;

if the second wait time is not acceptable, estimating a third wait time of the call for an agent who is skilled in the spoken language and either is skilled in the determined accent or corresponds to the determined geographical region;

if the third wait time is acceptable, enqueuing the call for servicing by an agent who is skilled in the spoken language and either is skilled in the determined accent or corresponds to the determined geographical region and with a preference for an agent who has the determined degree of accent;

if the third wait time is not acceptable and the determined degree of accent is low, enqueuing the call for servicing by an agent who speaks the spoken language with a low degree of accent; and

if the third wait time is not acceptable and the determined degree of accent is high, enqueuing the call for servicing by an agent who speaks the spoken language with the determined accent.

9. The method of claim 8 further comprising:

if the call is enqueued for servicing by an agent who speaks the spoken language with the determined accent and the call is not serviced within an acceptable period of time, requeuing the call for servicing by any agent who speaks the spoken language with a low degree of accent.

12. An apparatus comprising:

means for obtaining a speech sample from a party to a call;

means for analyzing the speech sample to determine an accent of the party; and

means, responsive to the analyzing means, for causing the call to be sent for servicing to a call-center agent who is skilled in the determined accent.

13. The apparatus of claim 12 wherein:

the agent is an automated application.

14. The apparatus of claim 12 wherein:

the means for causing comprise

means for enqueuing the call for servicing by an agent who is skilled in the determined accent.

15. The apparatus of claim 12 wherein:

the means for causing comprise

means for estimating a wait time of the call for an agent who is skilled in the determined accent; and

means responsive to the estimated wait time being acceptable, for enqueuing the call for servicing by an agent who is skilled in the determined accent, and responsive to the estimated wait time not being acceptable, for enqueuing the call for servicing by any agent who is capable of servicing the call.

16. An apparatus comprising:

means for prompting a party to a call via the call to speak on the call;

means responsive to receiving the party'"'"'s speech via the call, for comparing the received speech with stored speech samples to determine an accent of the party; and

means for causing the call to be sent for servicing to a call-center agent who is skilled in the determined accent.

17. An apparatus comprising:

means for determining both a language spoken by a party to a call and an accent with which the party speaks the language;

means for estimating a wait time of the call for an agent who is skilled in both the spoken language and a language of the determined accent; and

means responsive to the estimated wait time being acceptable, for enqueuing the call for servicing by an agent who is skilled in both said languages, and responsive to the estimated wait time not being acceptable, for enqueuing the call for servicing by any agent who is skilled in the spoken language.

18. An apparatus comprising:

means for determining both a language spoken by a party to a call and an accent with which the party speaks the language;

means for estimating a first wait time of the call for an agent who is skilled in both the spoken language and a language of the determined accent, and for estimating a second wait time of the call for an agent who is skilled in both the spoken language and the determined accent;

means responsive to the first wait time being acceptable, for enqueuing the call for servicing by an agent who is skilled in both said languages, responsive to the first wait time being unacceptable and the second wait time being acceptable, for enqueuing the call for servicing by an agent who is skilled in both the spoken language and the determined accent, and responsive to both the first wait time and the second wait time being unacceptable, for enqueuing the call for servicing by any agent who is skilled in the spoken language.

19. An apparatus comprising:

means for determining a language spoken by a party to a call, an accent of the party and a degree of the accent with which the party speaks the language, and a geographical region of the party, and whether the party is a native speaker of the spoken language;

means for estimating a first wait time of the call for an agent who is a native speaker of the spoken language, for estimating a second wait time of the call for an agent who is skilled in both the spoken language and a language of the accent, and for estimating a third wait time of the call for an agent who is skilled in the spoken language and either is skilled in the determined accent or corresponds to the determined geographical region;

means responsive to the party being a native speaker of the spoken language and the first wait time being acceptable, for enqueuing the call for servicing by an agent who is a native speaker of the spoken language;

means responsive to the party being a native speaker of the spoken language and the first wait time not being acceptable, for enqueuing the call for servicing by any agent who speaks the spoken language with a low degree of accent;

means responsive to the party not being a native speaker of the spoken language and the second wait time being acceptable, for enqueuing the call for servicing by an agent who is skilled in both languages and with a preference for an agent who has the determined degree of accent and corresponds to the determined geographical region;

means responsive to the party not being a native speaker of the spoken language, the second wait time not being acceptable, and the third wait time being acceptable, for enqueuing the call for servicing by an agent who is skilled in the spoken language and either is skilled in the determined accent or corresponds to the determined geographical region and with a preference for an agent who has the determined degree of accent;

means responsive to the party not being a native speaker of the spoken language, the second wait time and the third wait time not being acceptable, and the determined degree of accent being low, for enqueuing the call for servicing by an agent who speaks the spoken language with a low degree of accent; and

means responsive to the party not being a native speaker of the spoken language, the second wait time and the third wait time not being acceptable, and the determined degree of accent being high, for enqueuing the call for servicing by an agent who speaks the spoken language with the determined accent.

20. The apparatus of claim 19 further comprising:

means responsive to the call being enqueued for servicing by an agent who speaks the spoken language with the determined accent and the call not being serviced within an acceptable period of time, for requeuing the call for servicing by any agent who speaks the spoken language with a low degree of accent.