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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 10887464 B1

PDFFull Text
Date of Patent:
Jan. 05, 2021

Filed:

Feb. 05, 2019

Classifying a digital speech sample of a call to determine routing for the call

Applicant:

International Business Machines Corporation, Armonk, NY (US);

Inventors:

Deepak Ghuge, Sangamner, IN;

Sasikanth Eda, Vijayawada, IN;

Manojkiran Eda, Vijayawada, IN;

Assignee:

International Business Machines Corporation, Armonk, NY (US);

Attorneys:

David W. Victor

Konrad, Raynes, Davda and Victor LLP

Primary Examiner:

Thjuan K Addy

Int. Cl.
CPC ...
H04M 3/523 (2006.01); G10L 15/26 (2006.01); G10L 25/63 (2013.01); G10L 15/20 (2006.01); G06N 20/00 (2019.01); G10L 15/187 (2013.01); G10L 25/27 (2013.01); G06F 40/40 (2020.01); G06F 40/279 (2020.01); G10L 15/22 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5233 (2013.01); G06F 40/279 (2020.01); G06F 40/40 (2020.01); G06N 20/00 (2019.01); G10L 15/187 (2013.01); G10L 15/20 (2013.01); G10L 15/26 (2013.01); G10L 25/27 (2013.01); G10L 25/63 (2013.01); G10L 2015/227 (2013.01);
Abstract

Provided are a computer program product, system, and method for classifying a digital speech sample of a call to determine routing for the call. A digital speech sample of a call agent is processed to categorize speech as having an agent speech attribute. Information is received on a caller speech attribute initiating a call to the call center. The caller speech attribute results from categorizing a caller digital speech sample of the caller as having the caller speech attribute. A call agent of call agents having a call agent speech attribute that matches the caller speech attribute is selected and the call is routed to the selected call agent to process the call.

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