Personality based matching of callers to agents in a communication system

• US 7,184,540 B2
• Filed: 11/26/2002
• Issued: 02/27/2007
• Est. Priority Date: 11/26/2002
• Status: Expired due to Term

• Current Assignee: Firstpoint Contact Technologies, LLC (Alvaria Incorporated)
• Original Assignee: Rockwell Electronics Commerce Technologies LLC
• Inventors: Shambaugh, Craig R., Dezonno, Anthony J., Sumner, Roger A., Beckstrom, Robert P., Michelson, Mark J., Power, Mark J., Hodson, Jeffrey D., Bonifazi, Carlo
• Primary Examiner(s): Bui; Bing Q.
• Application Number:
  US10/304,872
• Publication Number:
  US 20040101127A1
• Time in Patent Office: 1,554 Days
• Field of Search: 379/265.01, 379/265.02, 379/265.13, 379/265.12, 379/201.02, 379/265.05, 379/265.06
• US Class Current: 379/265.02
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

Abstract

The method and apparatus improves call transactions in a communication system having an automatic call distribution system. A personality profile of each agent of a plurality of agents in the system is determined. A respective personality profile is one of a plurality of predetermined personality profile types. The determined personality profile type for respective agents are stored as personality profile records in a database. A personality profile of a caller is then determined, the personality profile of the caller being one of the plurality of personality profile types. A priority hierarchy is provided for matching a personality profile types of the caller to personality profile types of the agents. The personality profile type of the caller is then compared to the personality profile type of the agents according to this priority hierarchy. An agent is selected from the plurality of agents based on the comparison of the personality profile types.

Claims

1. A method for improving transactions in a communication system, comprising the steps of:

determining a personality profile at least two agents and classifying at least two agents as at least one of the following personality profile types;

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type;

determining a personality profile of a caller to classify the caller as at least one of the personality profile types; and

connecting the caller to one of the at least two agents based on the respective personality profiles types of the caller and the agents.

2. The method according to claim 1, wherein the caller is an inbound caller to the communication system, the personality profile of the caller being determined by at least one of previous transaction success between the caller and a predetermined agent, caller answers to menu choices, past purchase history, past calling history, caller survey responses.

3. The method according to claim 1, wherein a respective personality profile of the at least two agents is determined from predetermined testing of the at least two agents.

4. The method according to claim 1, wherein the communication system comprises at least two machine based virtual agents each assigned at least one personality profile type:

and further comprising connecting the caller to a virtual agent based upon the personality type of the caller and the virtual agents.

5. The method according to claim 4, wherein the virtual agent personality profile types are created utilizing software.

6. The method according to claim 5, wherein the connecting step comprises matching of the caller personality profile type to the agent personality profile type with a priority hierarchy as follows:

first priority, match analytical type to analytical type, detailed oriented type to detailed oriented type, relationship/emotional type to relationship/emotional type, or futuristic/visionary type to futuristic/visionary type;

second priority, match analytical type to detailed oriented type, or relationship/emotional type to futuristic/visionary type;

third priority, match analytical type to futuristic/visionary type, or detailed oriented type to relationship/emotional type;

fourth priority, match analytical type to relationship/emotional type, or detailed oriented type to futuristic/visionary type.

7. A method for improving transactions in an automatic call distribution system, comprising the steps of:

determining a personality profile of each agent of a plurality of agents;

storing the determined personality profiles for respective agents of the plurality of agents as personality profile records in a database;

determining a personality profile of a caller;

assigning a personality profile to respective machine based virtual agents of a plurality of machine based virtual agents;

comparing the personality profile of the caller to personality profiles in the personality profile records of the agents in the database and the personality profiles of the virtual agents;

selecting at least one of an agent from the plurality of agents and a virtual agent of the plurality of virtual agents based on the comparison of personality profiles; and

establishing communication between the caller and the selected agents and virtual agents.

8. The method according to claim 7, wherein the caller is an inbound caller to the automatic call distribution system, the personality profile of the caller being determined by at least one of previous transaction success between the caller and a predetermined agent, caller answers to menu choices, past purchase history, past calling history, caller survey responses.

9. The method according to claim 7, wherein a respective personality profile of each of agents is determined from predetermined testing of the agents.

10. The method according to claim 7, wherein a personality profile of a respective agent of the plurality of agents is classified as at least one of the following personality profile types:

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type.

11. The method according to claim 10, wherein connection of the caller to an agent is determined by matching the personality profile type of the caller to the personality profile type of the agent.

12. The method according to claim 11, wherein the matching of the caller personality profile type to the agent personality profile type has a priority hierarchy as follows:

first priority, match analytical type to analytical type, detailed oriented type to detailed oriented type, relationship/emotional type to relationship/emotional type, or futuristic/visionary type to futuristic/visionary type;

second priority, match analytical type to detailed oriented type, or relationship/emotional type to futuristic/visionary type;

third priority, match analytical type to futuristic/visionary type, or detailed oriented type to relationship/emotional type;

fourth priority, match analytical type to relationship/emotional type, or detailed oriented type to futuristic/visionary type.

13. A method for improving transactions in an automatic call distribution system, comprising the steps of:

determining a personality profile of each agent of a plurality of agents, a respective personality profile being at least one of the following plurality of personality profile types;

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type;

storing the determined personality profile types for respective agents of the plurality of agents as personality profile records in a database;

determining a personality profile of a caller, the personality profile of the caller being one of the plurality of personality profile types;

providing a priority hierarchy for matches of personality profile type of the caller to personality profile types of the agents;

comparing the personality profile type of the caller to the personality profile types of the agents in the database according to the priority hierarchy;

selecting an agent from the plurality of agents based on the comparison of personality profile types; and

establishing communication between the caller and the selected agent.

14. The method according to claim 13, wherein the caller is an inbound caller to the automatic call distribution system, the personality profile of the, caller being determined by at least one of previous transaction success between the caller and a predetermined agent, caller answers to menu choices, past purchase history, past calling history, caller survey responses.

15. The method according to claim 13, wherein a respective personality profile of the agents is determined from predetermined testing of the agents.

16. The method according to claim 13, wherein the automatic call distributor comprises a plurality of machine based virtual agents classified as at least one of the following personality profile types:

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type, and further comprising selectively connecting the caller to a respective one of the plurality of virtual agents.

17. The method according to claim 16, wherein connection of the caller to a virtual agent is determined by matching the personality profile type of the caller to the personality profile type of the virtual agent.

18. The method according to claim 17, wherein the priority hierarchy for matching of the caller personality profile type to the agent personality profile type is as follows:

first priority, match analytical type to analytical type, detailed oriented type to detailed oriented type, relationship/emotional type to relationship/emotional type, or futuristic/visionary type to futuristic/visionary type;

second priority, match analytical type to detailed oriented type, or relationship/emotional type to futuristic/visionary type;

third priority, match analytical type to futuristic/visionary type, or detailed oriented type to relationship/emotional type;

fourth priority, match analytical type to relationship/emotional type, or detailed oriented type to futuristic/visionary type.

19. A computer program product embedded in a computer readable medium for use in an automatic call distribution system, comprising:

a computer readable media containing code segments comprising;

a first personality profile determining computer program code segment that determines personality profiles of at least two agents;

a second personality profile determining computer program code segment that determines a personality profile of a caller;

a third personality profile determining computer program code seament that determines a personality profile for at least two machine based virtual agents; and

a connection computer program code segment that connects the caller to one of the at least two agents and the at least two virtual agents based on the personality profiles of the caller, the virtual agents, and the agents.

20. The computer program product according to claim 19, wherein a personality profile of a respective agent of the at least two agents is classified as at least one of the following personality profile types:

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type.

21. The computer program product according to claim 20, wherein connection of the caller to an agent is determined by matching the personality profile type of the caller to the personality profile type of the agent.

22. The computer program product according to claim 21, wherein the matching of the caller personality profile type to the agent personality profile type has a priority hierarchy as follows:

first priority, match analytical type to analytical type, detailed oriented type to detailed oriented type, relationship/emotional type to relationship/emotional type, or futuristic/visionary type to futuristic/visionary type;

second priority, match analytical type to detailed oriented type, or relationship/emotional type to futuristic/visionary type;

third priority, match analytical type to futuristic/visionary type, or detailed oriented type to relationship/emotional type;

fourth priority, match analytical type to relationship/emotional type, or detailed oriented type to futuristic/visionary type.

23. A computer program product embedded in a computer readable medium for use in an automatic call distribution system, comprising:

a computer readable media containing code segments comprising;

a first determining personality profile determining computer program code segment that determines a personality profile of each agent of a plurality of agents, a respective personality profile being at least one of a the following plurality of personality profile types;

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type;

a storing computer program code segment that stores the determined personality profile types for respective agents of the plurality of agents as personality profile records in a database;

a second determining personality profile determining computer program code segment that determines a personality profile of a caller, the personality profile of the caller being one of the plurality of personality profile types;

a priority forming computer program code segment that forms a priority hierarchy for matches of personality profile type of the caller to personality profile types of the agents;

a comparing computer program code segment that compares the personality profile type of the caller to the personality profile types of the agents in the database according to the priority hierarchy;

an agent selecting computer program code segment that selects an agent from the plurality of agents based on the comparison of personality profile types; and

a connection computer program code segment that establishes communication between the caller and the selected agent.

24. The computer program product according to claim 23, wherein the automatic call distributor comprises at least two machine based virtual agents is classified as at least one of the following personality profile types:

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type, and further comprising computer program code that selectively connects the caller and a selected virtual agent.

25. The computer program product according to claim 24, wherein connection of the caller to a virtual agent is determined by matching the personality profile type of the caller to the personality profile type of the virtual agent.

26. The computer program product according to claim 25, wherein the matching of the caller personality profile type to the agent personality profile type has a priority hierarchy as follows:

first priority, match analytical type to analytical type, detailed oriented type to detailed oriented type, relationship/emotional type to relationship/emotional type, or futuristic/visionary type to futuristic/visionary type;

second priority, match analytical type to detailed oriented type, or relationship/emotional type to futuristic/visionary type;

third priority, match analytical type to futuristic/visionary type, or detailed oriented type to relationship/emotional type;

fourth priority, match analytical type to relationship/emotional type, or detailed oriented type to futuristic/visionary type.

27. An apparatus for improving transactions in a communication system, comprising:

means for determining a personality profile of at least two agents;

means for determining a personality profile of a caller;

means for determining a personality profile for at least two machine based virtual agents; and

means for connecting the caller to one of the at least two agents and the at least two virtual agents based on the personality profiles of the caller, the virtual agents, and the agents.

28. The apparatus according to claim 27, wherein the caller is an inbound caller to the communication system, the personality profile of the caller being determined by at least one of previous transaction success between the caller and a predetermined agent, caller answers to menu choices, past purchase history, past calling history, caller survey responses.

29. The apparatus according to claim 27, wherein a respective personality profile of the at least two agents is determined from predetermined testing of the at least two agents.

30. The apparatus according to claim 27, wherein a personality profile of a respective agent of the at least two agents and of the at least two virtual agents is classified as at least one of the following personality profile types:

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type.

31. The apparatus according to claim 30, wherein connection of the caller to an agent is determined by matching the personality profile type of the caller to the personality profile type of the agent.

32. The apparatus according to claim 31, wherein the matching of the caller personality profile type to the agent personality profile type has a priority hierarchy as follows:

first priority, match analytical type to analytical type, detailed oriented type to detailed oriented type, relationship/emotional type to relationship/emotional type, or futuristic/visionary type to futuristic/visionary type;

second priority, match analytical type to detailed oriented type, or relationship/emotional type to futuristic/visionary type;

third priority, match analytical type to futuristic/visionary type, or detailed oriented type to relationship/emotional type;

fourth priority, match analytical type to relationship/emotional type, or detailed oriented type to futuristic/visionary type.

33. An apparatus that improves transactions in an automatic call distribution system, comprising:

means for determining a personality profile of each agent of a plurality of agents, a respective personality profile being at least one of the following plurality of personality profile types;

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type;

means for storing the determined personality profile types for respective agents of the plurality of agents as personality profile records in a database;

means for determining a personality profile of a caller, the personality profile of the caller being one of the plurality of personality profile types;

means for providing a priority hierarchy for matches of personality profile type of the caller to personality profile types of the agents;

means for comparing the personality profile type of the caller to the personality profile types of the agents in the database according to the priority hierarchy;

means for selecting an agent from the plurality of agents based on the comparison of personality profile types; and

means for establishing communication between the caller and the selected agent.

34. The apparatus according to claim 33, wherein the caller is an inbound caller to the automatic call distribution system, the personality profile of the caller being determined by at least one of previous transaction success between the caller and a predetermined agent, caller answers to menu choices, past purchase history, past calling history, caller survey responses.

35. The apparatus according to claim 33, wherein a respective personality profile of a respective agent of the plurality of agents is determined from predetermined testing of the respective agent.

36. The apparatus according to claim 33, wherein the apparatus comprises at least two machine based virtual agents is classified as at least one of the following personality profile types:

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type.

37. The apparatus according to claim 36, wherein connection of the caller to a virtual agent is determined by matching the personality profile type of the caller to the personality profile type of the virtual agent.

38. The apparatus according to claim 37, wherein the matching of the caller personality profile type to the agent personality profile type has a priority hierarchy as follows:

first priority, match analytical type to analytical type, detailed oriented type to detailed oriented type, relationship/emotional type to relationship/emotional type, or futuristic/visionary type to futuristic/visionary type;

second priority, match analytical type to detailed oriented type, or relationship/emotional type to futuristic/visionary type;

third priority, match analytical type to futuristic/visionary type, or detailed oriented type to relationship/emotional type;

fourth priority, match analytical type to relationship/emotional type, or detailed oriented type to futuristic/visionary type.

39. An apparatus that improves transactions in an automatic call distribution system, comprising:

a plurality of agents and a plurality of machine based virtual agents;

a predetermined plurality of personality profile types based upon social traits;

a first profile determination module that determines a personality profile of each agent of the plurality of agents and each virtual agent of the plurality of virtual agents, a respective personality profile being one of the plurality of personality profile types;

a database in which is stored the determined personality profile types for respective agents of the plurality of agents as personality profile records in the database, the database operatively connected to the profile determination module;

a second profile determination module that determines a personality profile of a caller, the personality profile of the caller being one of the plurality of personality profile types;

a propriety module operatively connected to the database and to the second profile determination module, the propriety module outputting a priority hierarchy for matches of personality profile type of the caller to personality profile types of the agents and virtual agents;

a comparator having inputs for the personality profile type of the caller and the personality profile types of the agents and virtual agents in the database according to the priority hierarchy, the comparator outputting the comparisons of the personality profile type of the caller and the personality profile types of the agents and the virtual agents;

a selector that receives the output of the comparator and in response thereto selects an agent or virtual agent from the plurality of agents and virtual agents based on the comparison of personality profile types; and

a communication module that establishes communication between the caller and the selected agent or virtual agent.

40. The apparatus according to claim 39, wherein the caller is an inbound caller to the automatic call distribution system, the personality profile of the caller being determined by at least one of previous transaction success between the caller and a predetermined agent, caller answers to menu choices, past purchase history, past calling history, caller survey responses.

41. The apparatus according to claim 39, wherein a respective personality profile of a respective agent of the plurality of agents is determined from predetermined testing of the agents.

42. The apparatus according to claim 39, wherein a personality profile of a respective agent of the plurality of agents and of the plurality of virtual agents is classified as at least one of the following personality profile types:

analytical type, detailed oriented type, relationship/emotional type, and futuristic/visionary type.

43. The apparatus according to claim 42, wherein connection of the caller to an agent is determined by matching the personality profile type of the caller to the personality profile type of the agent.

44. The apparatus according to claim 43, wherein the matching of the caller personality profile type to the agent personality profile type has a priority hierarchy as follows:

first priority, match analytical type to analytical type, detailed oriented type to detailed oriented type, relationship/emotional type to relationship/emotional type, or futuristic/visionary type to futuristic/visionary type;

second priority, match analytical type to detailed oriented type, or relationship/emotional type to futuristic/visionary type;

third priority, match analytical type to futuristic/visionary type, or detailed oriented type to relationship/emotional type;

fourth priority, match analytical type to relationship/emotional type, or detailed oriented type to futuristic/visionary type.