Integrated representative profile data in contact center environment
US-12028485-B2 · Jul 2, 2024 · US
System and method for pairing agents and callers within a call center
US9509845B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9509845-B2 |
| Application number | US-201414485596-A |
| Country | US |
| Kind code | B2 |
| Filing date | Sep 12, 2014 |
| Priority date | Jul 14, 2011 |
| Publication date | Nov 29, 2016 |
| Grant date | Nov 29, 2016 |
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- Title
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Abstract
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A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is determined between the caller and each candidate agent based a number of the traits shared by the caller and that candidate agent. One of the candidate agents is selected based on the similarity and the caller is connected with the selected candidate agent.
First claim
Opening claim text (preview).
What is claimed is: 1. A system for pairing agents and callers within a call center environment, comprising: two or more devices, each device comprising one of a conventional telephone handset, portable handset, and computer; and a speech recognition server comprising a central processing unit, memory, input port to receive voice samples from one or more of the devices, and output port, and interconnected to each of the devices through one or more of Plain Old Telephone Service,…
Assignees
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Classifications
Physics · mapped topic
- H04M3/5175Primary
Electricity · mapped topic
Physics · mapped topic
Electricity · mapped topic
Electricity · mapped topic
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- What does patent US9509845B2 cover?
- A system and method for pairing agents and callers within a call center environment is provided. A call is received from a caller into a call center. A voice sample is received from the caller during the call and traits of the caller are identified from the voice sample. The traits of the caller are compared to traits of one or more candidate agents within the call center. A similarity is deter…
- Who is the assignee on this patent?
- Intellisist Inc, Intellisist Llc
- What technology area does this patent fall under?
- Primary CPC classification H04M3/5175. Mapped technology areas include Electricity.
- When was this patent published?
- Publication date Tue Nov 29 2016 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).