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Method and system for automatically routing a telephonic communication

  • US 8,891,754 B2
  • Filed: 03/31/2014
  • Issued: 11/18/2014
  • Est. Priority Date: 03/30/2007
  • Status: Active Grant
First Claim
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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:

  • 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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