Method and system for automatically routing a telephonic communication

• US 9,124,701 B2
• Filed: 02/06/2015
• Issued: 09/01/2015
• 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:
  US14/616,423
• Publication Number:
  US 20150156323A1
• Time in Patent Office: 207 Days
• Field of Search: 37921101-21102, 37926501-26512
• US Class Current: 1/1
• 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, wherein the customer profile included in the stored historic data is based on one or more components of a customer'"'"'s demographic identity. 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:

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, wherein the historic data is comprised of stored behavioral assessment data, the stored behavioral assessment data is generated by mining voice data associated with a customer identifier from a historic telephonic communication, and applying a linguistic-based psychological behavioral model to the voice data;

record a telephonic communication from a caller to obtain caller voice data;

generate behavioral assessment data by analyzing the caller voice data by mining the historic data associated with the customer identifier and applying the 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, wherein the stored customer profile included in the historic data is based on one or more components of a customer'"'"'s demographic identity;

compare the stored customer profile with a customer service representative profile, wherein the stored customer profile includes the customer'"'"'s demographic identity selected from one or more of gender, race, age, income, education, and personality type;

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

provides routing instructions which comprise identifying the associated communication destination address.

2. The non-transitory computer readable medium of claim 1, further comprising a code segment that, when executed by a processor, generates a score based upon the comparison of the stored customer profile with the customer service representative profile.

3. The computer readable medium of claim 1, further comprising a code segment that, when executed by a processor, transmits an audible message based on the association of the telephonic communication with one of the plurality of communication destination addresses.

4. The non-transitory computer readable medium of claim 1, further comprising a code segment that, when executed by a processor, generates a customer route record.

5. The non-transitory computer readable medium of claim 1, further comprising a code segment that, when executed by a processor, determines the number of previously completed transactions in IVR corresponding to the received customer identifier.

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

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

8. 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, wherein the historic data is comprised of stored behavioral assessment data, the stored behavioral assessment data is generated by mining voice data associated with a customer identifier from a historic telephonic communication, and applying a linguistic-based psychological behavioral model to the voice data; and

,

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

record a telephonic communication from a caller to obtain caller voice data;

generate behavioral assessment data by analyzing the caller voice data by mining the historic data associated with the customer identifier and applying the linguistic-based psychological behavioral model to the caller voice data;

analyzes historic data corresponding to the received customer identifier and the generated behavioral assessment data when the received customer identifier input signal corresponds to the stored customer identifier in the customer history database, wherein the stored customer profile included in the historic data is based on one or more components of a customer'"'"'s demographic identity;

compare the stored customer profile with a customer service representative profile, wherein the stored customer profile includes the customer'"'"'s demographic identity selected from one or more of gender, race, age, income, education, and personality type;

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 the customer'"'"'s demographic identity; 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.

9. The system of claim 8, the server further comprising logic that, when executed by a processor, generates a score based upon the comparison of the stored customer profile with the customer service representative profile.

10. The system of claim 8, 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 that, when executed, is adapted to:

separate the telephonic communication into at least caller voice data and customer service representative voice data; and

analyze 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.

11. The system of claim 10, further comprising logic that, when executed by a processor, transmits the behavioral assessment data to the customer history database.

12. The system of claim 10, wherein the logic for separating the telephonic communication into the caller voice data and the customer service representative voice data comprises logic adapted to identify a communication protocol associated with the telephonic communication and to record 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.

13. 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;

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;

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; 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;

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, wherein the historic data is comprised of stored behavioral assessment data, the stored behavioral assessment data is generated by mining voice data associated with a customer identifier from a historic telephonic communication, and applying the linguistic-based psychological behavioral model to the voice data;

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, wherein the customer profile included in the stored history data is based on one or more components of a customer'"'"'s demographic identity;

compare the customer profile with a customer service representative profile, wherein the customer profile includes the customer'"'"'s demographic identity selected from one or more of gender, race, age, income, education, and personality type; and

,

transmits a signal identifying the associated communication destination address.

14. The system of claim 13, 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 adapted to:

identify a communication protocol associated with the telephonic communication; and

,

record 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.

15. The system of claim 13, wherein the logic is embodied in a non-transitory computer readable medium that, when executed by a processor controls a computer.