Call routing based on the caller's mood

• US 6,411,687 B1
• Filed: 11/10/1998
• Issued: 06/25/2002
• Est. Priority Date: 11/11/1997
• Status: Expired due to Term

• Current Assignee: Mitel Networks Corporation
• Original Assignee: Mitel Knowledge Corporation (Mitel Networks Corporation)
• Inventors: Bohacek, Peter, Schulz, Dieter
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US09/188,312
• Time in Patent Office: 1,323 Days
• Field of Search: 379/88.01, 379/88.02, 379/88.07, 379/88.08, 379/88.13, 379/88.14, 379/88.16, 379/93.12, 379/102.03, 379/219, 379/220, 379/258, 379/265, 379/900, 379/902, 379/88.19, 379/88.2, 379/88.21, 379/93.18, 379/201.01, 379/201.11, 379/223, 379/265.01, 379/265.07, 379/265.12, 379/265.13, 379/266.01, 704/258, 704/260, 704/270, 704/275, 704/205, 704/206, 704/257, 700/11, 700/17, 700/56, 700/83
• US Class Current: 379/88.21
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42042 Notifying the called party of information on the calling party details within substation equipment H04M1/57, signalling details H04Q3/72
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• 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 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04Q 1/45 using multi-frequency signalling H04Q1/46 takes precedence

Abstract

A call processing apparatus comprises a device for answering an incoming call, an interactive voice unit for eliciting information about the call from the customer, a device for analyzing the caller'"'"'s response according to predetermined criteria to identify callers having certain behavioral characteristics, and a device for routing callers identified as having these characteristics to predetermined attendant stations. The apparatus therefore permits caller'"'"'s having special needs to be automatically routed to suitably trained attendants.

Claims

1. A call processing apparatus comprising;

a call answering device for answering an incoming call from a caller;

an interactive voice unit for eliciting information about the call from the caller by requiring the caller to provide input in response to prompts from said interactive voice unit;

a behavioral response analyzer for dynamically analyzing predetermined characteristics of the caller'"'"'s touch-tone responses to requests from said interactive voice unit during said incoming call based on predetermined criteria associated with input characteristics identified with different moods to identify callers having specific moods; and

a routing device for routing callers identified as having said specific moods to attendant stations specialized in dealing with callers in such moods.

2. A call processing apparatus as claimed in claim 1, further comprising a speech extractor for extracting speech samples from the callers responses, and a speech analyzer for identifying predetermined characteristics in said speech samples.

3. A call processing apparatus as claimed in claim 2, wherein said speech analyzer comprises a word detector for identifying predetermined words in said speech samples characteristic of certain moods.

4. A call processing apparatus as claimed in claim 3, wherein said speech analyzer comprises a speaker characteristic detector for determining the approximate age and sex of the caller by analyzing voice input from the caller.

5. A call processing apparatus as claimed in claim 4, wherein said speaker characteristic detector is responsive to speech phonemes.

6. A call processing apparatus as claimed in claim 4, wherein said speaker characteristic detector is responsive to the frequency spectrum of the speech samples.

7. A call processing apparatus as claimed in claim 1, further comprising a neural net for determining the caller'"'"'s mood.

8. A call processing apparatus as claimed in claim 1, further comprising a display device responsive to the output of said behavioral response analyzer to display an indication of the mood of the caller.

9. A method of routing calls in a call center, comprising the steps of:

receiving incoming calls from callers in an interactive voice unit;

prompting the callers for input to elicit information from the callers;

analyzing predetermined characteristics of the callers'"'"' activation of a touch tone keypad to identify certain characteristics of said activation indicative of the caller'"'"'s mood during said incoming calls according to predetermined criteria associated with different input characteristics identified with different moods; and

routing the incoming calls to a specialized agent selected for handling callers having the identified specified moods.

10. A method as claimed in claim 9, wherein the identified characteristics are displayed on a screen for viewing by the selected agent receiving the call.

11. A method as claimed in claim 9, wherein the caller'"'"'s voice is analyzed to identify certain characteristics indicative of the caller'"'"'s moods.