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

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

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.
机译:呼叫保持期间,IVR联系人/呼叫中心使用会话生物识别和语音识别来影响呼叫处理/路由。可以识别,捕获和分析呼叫者(用户)的行为响应,例如被IVR联系/呼叫中心搁置的话语或其他口头反应等。业务规则在呼叫者保留期间实时分析呼叫者的行为。这样的业务规则可以反馈到呼叫中心系统中,并且可以基于捕获和分析的数据所获悉的信息,使用此信息来提供机会来影响特定呼叫者的路由优先级。

著录项

  • 公开/公告号US7684556B1

    专利类型

  • 公开/公告日2010-03-23

    原文格式PDF

  • 申请/专利权人 PEEYUSH JAISWAL;

    申请/专利号US20090505115

  • 发明设计人 PEEYUSH JAISWAL;

    申请日2009-07-17

  • 分类号H04M3/00;

  • 国家 US

  • 入库时间 2022-08-21 18:49:42

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