Speech Recognition and Statistics-Based Call Route Determination

• US 20090248418A1
• Filed: 03/31/2008
• Published: 10/01/2009
• Est. Priority Date: 03/31/2008
• Status: Abandoned Application

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: International Business Machines Corporation
• Inventors: Jaiswal, Peeyush, Daye, Sheri Gayle, Narayan, Naveen
• Application Number:
  US12/059,144
• Publication Number:
  US 20090248418A1
• Time in Patent Office: Days
• US Class Current: 704/275
• CPC Class Codes: G10L 17/22 Interactive procedures; Man-machine interfaces
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• 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 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 3/5238 with waiting time or load prediction arrangements

Abstract

A method of call route determination based upon a statistics-based business intelligence engine (BEI) queried by an IVR subsystem with caller parameters descriptive of the caller to determine a next best route for a received call, when the default or best route for the call exceeds a threshold time. A call is received at a contact center from a caller. Content and identity information of the caller is extracted from the received call. IVR determines a first estimated wait time associated with a default route of the received call. If the first estimated wait time is greater than a threshold time, and thus unacceptable, then the IVR queries a business intelligence engine (BIE) with caller parameters descriptive of the caller to determine a next best route of the received call, with the next best route having a second estimated wait time less than the first estimated wait time of the default route. The caller is then routed to the next best route.

Claims

1. A method of statistics-based call route determination, comprising:

receiving a call from a caller at a contact center;

extracting content and identity of the caller from the received call;

an interactive voice response (IVR) system determining a first estimated wait time of a default route of the received call;

if the first estimated wait time of the default route exceeds a threshold time, further comprising;

the IVR system querying a statistics-based business intelligence engine (BIE) with caller parameters descriptive of the caller to determine a next best route of the received call, wherein the next best route has a second estimated wait time less than the first estimated wait time of the default route; and

routing the call of the caller to the next best route; and

if the first wait time of the default route does not exceed a threshold time, routing the call of the caller to the default route.