Method and system for automatically routing a telephonic communication
First Claim
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:
- receive a customer identifier;
determine 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;
record the telephonic communication between a caller and a customer service representative and to separate the telephonic communication into caller voice data and customer service representative voice data and comprising logic that, when executed by a processor;
identifies a communication protocol associated with the telephonic communication;
records 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;
generate behavioral assessment data by analyzing caller voice data associated with the telephonic communication by mining the caller voice data associated with the customer identifier and applying a linguistic-based psychological behavioral model to the caller voice data;
analyze the historic data corresponding to the received customer identifier and the stored customer identifier;
associate 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 analyzing of the historic data; and
transmit a signal identifying the associated communication destination address.
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Accused Products
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.
360 Citations
15 Claims
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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:
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receive a customer identifier; determine 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; record the telephonic communication between a caller and a customer service representative and to separate the telephonic communication into caller voice data and customer service representative voice data and comprising logic that, when executed by a processor; identifies a communication protocol associated with the telephonic communication; records 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; generate behavioral assessment data by analyzing caller voice data associated with the telephonic communication by mining the caller voice data associated with the customer identifier and applying a linguistic-based psychological behavioral model to the caller voice data; analyze the historic data corresponding to the received customer identifier and the stored customer identifier; associate 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 analyzing of the historic data; and transmit a signal identifying the associated communication destination address. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:
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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; communicates with the customer history database; determines whether the received customer identifier input signal corresponds to the stored customer identifier in the customer history database; records the telephonic communication between a caller and a customer service representative and separates the telephonic communication into caller voice data and customer service representative voice data; identifies a communication protocol associated with the telephonic communication;
records 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;generates behavioral assessment data by analyzing caller voice data associated with the telephonic communication by mining the caller voice data associated with the customer identifier and applying a linguistic-based psychological behavioral model to the caller voice data; analyzes 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; associates 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
,communicates the associated communication destination to a switch, wherein the switch is configured to route the telephonic communication to the associated communication destination address. - View Dependent Claims (11, 12, 13)
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14. A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses, the system comprising:
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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 to separate the telephonic communication into caller voice data and customer service representative voice data and comprising logic that, when executed by a processor; generates behavioral assessment data by analyzing caller voice data associated with the telephonic communication by mining the caller voice data associated with the customer identifier and applying a linguistic-based psychological behavioral model to the caller voice data; identifies a communication protocol associated with the telephonic communication; records 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; generates distress assessment data associated with the caller voice data; generates call preference data associated with the telephonic communication; and transmits the generated behavioral assessment data, distress assessment data and call preference data to a customer history database; 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; receives the customer identifier; determines 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; analyzes the historic data corresponding to the received customer identifier and the stored customer identifier; associates 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
,transmits a signal identifying the associated communication destination address. - View Dependent Claims (15)
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Specification