Customer service system and method using physiological data
First Claim
1. A customer service method for handling calls to or from a plurality of callers, comprising the steps of:
- retrieving non-vocal physiological data from a caller;
in response to retrieving non-vocal physiological data from the caller, assigning a priority to the caller; and
routing the caller based on the priority assigned to the caller.
1 Assignment
0 Petitions
Accused Products
Abstract
A customer service method (300) for handling calls to or from a plurality of callers can include the steps of retrieving non-vocal physiological data from a caller (311), assigning a priority (313) to the caller in response to retrieving non-vocal physiological data from the caller, and routing (315) the caller based on the priority assigned to the caller. The method can further include the step of retrieving vocal physiological data (417, 423 540, or 513) from the caller and assigning the priority in response to retrieving both the non-vocal physiological data and vocal physiological data. The routing of the caller can also be based on the priority assigned to the caller and a value determined for the caller from a profile for the caller. Priority given to low and high valued callers can be altered based on when and what physiological data is received.
106 Citations
22 Claims
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1. A customer service method for handling calls to or from a plurality of callers, comprising the steps of:
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retrieving non-vocal physiological data from a caller;
in response to retrieving non-vocal physiological data from the caller, assigning a priority to the caller; and
routing the caller based on the priority assigned to the caller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A customer service system for handling calls to or from a plurality of callers, comprising:
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an analyzer for analyzing non-vocal physiological data retrieved from a caller; and
a processor programmed to;
assign a priority to the caller in response to retrieving and analyzing the non-vocal physiological data from the caller; and
route the caller based on the priority assigned to the caller. - View Dependent Claims (14, 15, 16, 17, 18)
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19. A communication device, comprising:
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a transceiver;
a non-vocal physiological detection sensor coupled to the transceiver; and
a processor coupled to the transceiver and programmed to transmit non-vocal physiological data to a third party to alter a call processing procedure at the third party. - View Dependent Claims (20, 21)
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22. A communication device, comprising:
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a receiver for receiving non-vocal physiological data from at least one transceiver among a plurality of transceivers;
a processor coupled to the receiver for analyzing the non-vocal physiological data; and
a transmitter coupled to the processor and programmed to transmit at least an instruction initiating a mood altering presentation to the at least one transceiver in response to receiving the non-vocal physiological data form the at least one transceiver.
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Specification