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The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.

The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.

Patent No.:

US 10044864 B1

PDFFull Text
Date of Patent:
Aug. 07, 2018

Filed:

Nov. 28, 2016

Computer-implemented system and method for assigning call agents to callers

Applicant:

Intellisist, Inc., Seattle, WA (US);

Inventors:

Gilad Odinak, Bellevue, WA (US);

Thomas Veatch, Seattle, WA (US);

Assignee:

Intellisist, Inc., Seattle, WA (US);

Attorneys:

Patrick J. S. Inouye

Krista A. Wittman

Primary Examiner:

Solomon Bezuayehu

Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 3/523 (2006.01); H04M 3/51 (2006.01); G10L 15/30 (2013.01); G10L 17/26 (2013.01); G10L 15/08 (2006.01); G10L 25/51 (2013.01); G06Q 10/10 (2012.01); G06Q 10/06 (2012.01); H04M 1/64 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5232 (2013.01); G06Q 10/063112 (2013.01); G06Q 10/1053 (2013.01); G10L 15/08 (2013.01); G10L 15/30 (2013.01); G10L 17/26 (2013.01); G10L 25/51 (2013.01); H04M 3/5175 (2013.01); H04M 2201/40 (2013.01); H04M 2201/41 (2013.01);
Abstract

A computer-implemented system and method for assigning call agents to callers is provided. A call from a caller is received into a call center. A voice sample is obtained from the caller during the call and analyzed. Traits of the caller are identified from the analyzed voice sample. A determination that at least one of the identified traits includes characteristics of multiple populations for that trait is made. The identified trait is defined as a percentage of each population included in that trait. The caller traits are compared to traits associated with each active agent within the call center. The agent with the traits most similar to the caller traits is assigned to the caller.

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