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.:
Date of Patent:
Oct. 08, 2019
Filed:
Jun. 01, 2018
International Business Machines Corporation, Armonk, NY (US);
Martin G. Keen, Cary, NC (US);
Adam Smye-Rumsby, Reading, PA (US);
Hernan A. Cunico, Holly Springs, NC (US);
Paul A. R. Frank, Berlin, DE;
INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US);
Abstract
Cognitive routing of an incoming call includes analyzing respective captured audio and video data related to each of a plurality of agents of an enterprise, each agent associated with a respective mobile device; and determining a respective current activity in which each agent is engaged based on the agent's related captured audio and video data. Such routing also includes selecting one of the plurality of agents to receive an incoming call based at least in part on the determined respective current activity in which each agent is engaged; and routing an incoming call to the mobile device associated with the selected one agent.