Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication

• US 8,718,262 B2
• Filed: 03/30/2007
• Issued: 05/06/2014
• Est. Priority Date: 03/30/2007
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Danson, Christopher, Brown, Douglas, Gustafson, David
• Primary Examiner(s): Asanbayev, Oleg
• Application Number:
  US11/731,478
• Publication Number:
  US 20080240376A1
• Time in Patent Office: 2,594 Days
• Field of Search: 37921101-21102, 37926501-26512
• US Class Current: 379/265.01
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2203/407 Call center operated for multiple customers
• CPC Class Codes: H04M 2203/408 Customer-specific call routing plans
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5232 Call distribution algorithms
• CPC Class Codes: H04M 3/5235 Dependent on call type or called number [DNIS]

Abstract

A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data. The associated communication data is transmitted to a switching signal.

Claims

1. A non-transitory computer readable medium adapted to control a

computer and comprising a plurality of code segments for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the non-transitory computer readable medium comprising the code segments that when executed by a processor perform:

receiving a customer identifier;

determining whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call type data, distress assessment data, behavioral assessment data, call preference data and customer profile, wherein the stored behavioral data has been generated by mining voice data associated with the customer identifier and applying a linguistic-based psychological behavioral model to the voice data;

analyzing the historic data corresponding to the received customer identifier and the stored customer identifier;

comparing a stored customer profile with a customer service representative profile;

generating a score based upon the comparison of the stored customer profile with the customer service representative profile;

associating the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic communication data with one of the plurality of communication destination addresses being based on the analysis of the historic data; and

transmitting a signal identifying the associated communication destination address.

2. The computer readable medium of claim 1, further comprising a code segment for transmitting an audible message based on the association of the telephonic communication with one of the plurality of communication destination addresses.

3. The non-transitory computer readable medium of claim 1, further comprising a code segment for generating a customer route record.

4. The non-transitory computer readable medium of claim 1, further comprising a code segment for determining the number of previously completed transactions in IVR corresponding to the received customer identifier.

5. The non-transitory computer readable medium of claim 1, wherein the customer identifier is generated by automatic number identification.

6. The non-transitory computer readable medium of claim 1, wherein the customer identifier is generated from at least one customer voice portal prompted variable.

7. A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:

a customer history database storing historic data comprising call type data, distress assessment data, behavioral assessment data, call preference data, and customer profile, and the historic data being associated with a stored customer identifier; and

,

a first server configured to receive a customer identifier input signal from a communication system, the server comprising logic that when executed by a processor perform;

communicating with the customer history database;

determining whether the received customer identifier input signal corresponds to the stored customer identifier in the customer history database, the stored behavioral assessment data being generated by mining voice data associated with a customer identifier input signal and applying a linguistic-based psychological behavioral model to the voice data;

analyzing historic data corresponding to the received customer identifier when the received customer identifier input signal corresponds to the stored customer identifier in the customer history database;

comparing the stored customer profile with a customer service representative profile;

generating a score based upon the comparison of the stored customer profile with the customer service representative profile;

associating the telephonic communication with one of a plurality of communication destination addresses, the association being based on the analysis of the historic data corresponding to the received customer identifier; and

,

communicating the associated communication destination to a switch, wherein the switch is configured to route the telephonic communication to the associated communication destination address.

8. The system of claim 7, further comprising a second server in operable communication with the first server and the customer history database, the second server configured to record the telephonic communication between a caller and a customer service representative and comprising:

logic for separating the telephonic communication into at least caller voice data and customer service representative voice data;

logic for analyzing at least the separated caller voice data by mining the separated caller voice data and applying a linguistic-based psychological behavioral model to the separated caller voice data; and

,

logic for generating behavioral assessment data corresponding to the analyzed caller voice data.

9. The system of claim 8, further comprising logic for transmitting the behavioral assessment data to the customer history database.

10. The system of claim 8, wherein the logic for separating the telephonic communication into the caller voice data and the customer service representative voice data comprises logic for identifying a communication protocol associated with the telephonic communication, and logic for recording the telephonic communication to a first electronic data file comprising a first and second audio track, the caller voice data being automatically recorded on the first audio track based on the identified communication protocol, and the customer service representative voice data being automatically recorded on the second audio track based on the identified communication protocol.

11. The system of claim 8, wherein the logic is embodied in a computer readable medium adapted to control a computer.

12. A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:

an interactive voice response system configured to receive telephonic communications and caller commands, the interactive voice response system further being configured to communicate with a telephone switch and a routing server;

a telephone switch configured to route at least one of the received telephonic communications to one of a plurality of communication destination addresses;

a recording server in operable communication with the routing server, the recording server configured to record a telephonic communication between a caller and a customer service representative and comprising logic that when executed by a processor perform;

generating behavioral assessment data by analyzing caller voice data associated with the telephonic communication by mining the caller voice data and applying a linguistic-based psychological behavioral model to the caller voice data;

generating distress assessment data associated with the caller voice data;

generating call preference data associated with the telephonic communication; and

transmitting the generated behavioral assessment data, distress assessment data and call preference data to a customer history database; and

,

a routing server configured to receive a transmitted customer identifier from the interactive voice response system, the routing server comprising logic that when executed by a processor perform;

receiving the customer identifier;

determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer history database is configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call type data, distress assessment data, behavioral assessment data, call preference data and customer profile;

analyzing the historic data corresponding to the received customer identifier and the stored customer identifier;

comparing the stored customer profile with a customer service representative profile;

generating a score based upon the comparison of the stored customer profile with the customer service representative profile;

associating the at least one of the received telephonic communication communications with one of a plurality of communication destination addresses, wherein the

association of the at least one of the received telephonic data communications with one of the predetermined communication destination addresses is based on the analysis of the historic data; and

,

transmitting a signal identifying the associated communication destination address.

13. The system of claim 12, wherein the recording server is configured to separate the telephonic communication into caller voice data and customer service representative voice data, the recording server further comprising:

logic for identifying a communication protocol associated with the telephonic communication; and

,

logic for recording the telephonic communication to a first electronic data file comprising a first and second audio track, the caller voice data being automatically recorded on the first audio track based on the identified communication protocol, and the customer service representative voice data being automatically recorded on the second audio track based on the identified communication protocol.