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:
Dec. 19, 2006
Filed:
Sep. 27, 2002
Craig R. Shambaugh, Wheaton, IL (US);
Roger A. Sumner, Batavia, IL (US);
Mark J. Power, Carol Stream, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Jeffrey D. Hodson, Wheaton, IL (US);
Mark J. Michelson, Elburn, IL (US);
Robert P. Beckstrom, Bolingbrook, IL (US);
Anthony J. Dezonno, Bloomingdale, IL (US);
Craig R. Shambaugh, Wheaton, IL (US);
Roger A. Sumner, Batavia, IL (US);
Mark J. Power, Carol Stream, IL (US);
Carlo Bonifazi, Woodridge, IL (US);
Jeffrey D. Hodson, Wheaton, IL (US);
Mark J. Michelson, Elburn, IL (US);
Robert P. Beckstrom, Bolingbrook, IL (US);
Anthony J. Dezonno, Bloomingdale, IL (US);
Rockwell Electronics Commerce Technologies L.L.C., Wood Dale, IL (US);
Abstract
The method and apparatus improve transactions in a communication system, such as a communication system having an automatic call distributor. In one embodiment, an assessment is performed in substantially real time of respective stress levels of at least one of a caller and an agent in a call transaction. A third party is engaged in the transaction when at least one of the stress levels of the caller and the agent exceeds a threshold. This third party may include, for example, a virtual party or an automated input source. The third party may engage in the background of the transaction or in the foreground of the transaction, thus communicating either only with the agent or with both the caller and the agent, respectively. The respective stress levels of at least one of the caller and agent may be assessed by methods which include, but are not limited to; analyzing a respective voice signal of at least one of the caller and the agent, converting a respective voice signal of least one of the caller and the agent to text and analyzing the text and/or analyzing a physical stress level of the agent. The apparatus implements the method.