System for automatically routing a communication

• US 9,270,826 B2
• Filed: 07/16/2015
• Issued: 02/23/2016
• 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:
  US14/801,545
• Publication Number:
  US 20150326725A1
• Time in Patent Office: 222 Days
• Field of Search: 379/265.01, 379/211.01
• 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, wherein the customer identifier is generated from at least one of;

automatic number identification (ANI), a customer voice portal prompted variable, or an IP address;

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, stored behavioral assessment data, call preference data and customer profile;

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

mine the historic data associated with the customer identifier in the caller voice data and apply a linguistic-based psychological behavioral model to the caller assessment voice data to generate the stored behavioral assessment data;

analyze the historic data corresponding to the received customer identifier and the stored customer identifier, wherein the customer profile included in the historic data is based on one or more components of a customer'"'"'s demographic identity;

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;

compare a stored customer profile with a customer service representative profile, wherein the stored customer profile includes the customer'"'"'s demographic identity consisting of gender, race, age, income, and education; and

provide 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. 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 associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the historic data comprising call type data, distress assessment data, stored behavioral assessment data, call preference data, and customer profile; and

,

a first server configured to receive a customer identifier input signal from a communication system, wherein the customer identifier input signal is generated from at least one of;

automatic number identification (ANI), a customer voice portal prompted variable, or an IP address;

the server comprising logic 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;

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

mines the historic data associated with the customer identifier in the caller voice data and applies a linguistic-based psychological behavioral model to the caller assessment voice data to generate the stored behavioral assessment data;

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

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;

compares the stored customer profile with a customer service representative profile, wherein the stored customer profile includes the customer'"'"'s demographic identity consisting of gender, race, age, income, and education; 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.

7. The system of claim 6, 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.

8. The system of claim 6, 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 for the customer identifier.

9. The system of claim 8, further comprising logic that, when executed by a processor, transmits the separated caller voice data to the customer history database.

10. The system of claim 8, 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.