首页>
外国专利>
Conversational biometric coupled with speech recognition in passive mode during call hold to affect call routing
Conversational biometric coupled with speech recognition in passive mode during call hold to affect call routing
展开▼
机译:通话保持过程中的会话生物特征识别与被动模式下的语音识别结合会影响呼叫路由
展开▼
页面导航
摘要
著录项
相似文献
摘要
Conversational biometrics and speech recognition are used by an IVR contact/call center during call hold to affect call handling/routing. A caller's (user's) behavioral response, such as an utterance or other spoken reaction to being put on hold by the IVR contact/call center, etc., can be recognized, captured and analyzed. Business rules analyze the caller's behavior in real time during a caller hold period. Such business rules can be fed back into the call center system and this information can be used to provide opportunities to affect routing priorities for a particular caller based upon information learned by the data that is captured and analyzed.
展开▼