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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 10154140 B1

PDFFull Text
Date of Patent:
Dec. 11, 2018

Filed:

May. 26, 2017

System and method for providing customer-specific ongoing call center assistance with the aid of a digital computer

Applicant:

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

Inventors:

David Milstein, Redmond, WA (US);

Gilad Odinak, Bellevue, WA (US);

Howard M. Lee, Seattle, WA (US);

Assignee:

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

Attorneys:

Patrick J.S. Inouye

Leonid Kisselev

Primary Examiner:

Quynh Nguyen

Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 3/51 (2006.01); G06Q 10/10 (2012.01); H04M 3/523 (2006.01); G10L 25/87 (2013.01); H04M 3/42 (2006.01); H04M 3/56 (2006.01); G06Q 10/06 (2012.01); G10L 15/08 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5191 (2013.01); G06Q 10/063112 (2013.01); G06Q 10/1097 (2013.01); G10L 25/87 (2013.01); H04M 3/42221 (2013.01); H04M 3/5166 (2013.01); H04M 3/5175 (2013.01); H04M 3/5233 (2013.01); H04M 3/56 (2013.01); G10L 2015/088 (2013.01); H04M 2201/40 (2013.01);
Abstract

A system and method for providing customer-specific ongoing call center assistance with the aid of a digital computer are provided. A call is received from a caller in a call center and the caller is connected to an agent of the call center. The speech of at least one of the caller and the agent is monitored during the call. A subject matter of the call is determined based on the monitoring. One or more characteristics of the caller are obtained. The agent is identified as being in need of assistance. Expert selection criteria are obtained and weighed based on one or more of the characteristics of the caller. An expert agent is selected using the weighed expert selection criteria and the subject matter of the call. The selected expert agent is patched into the call.

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