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:
Nov. 08, 2011
Filed:
Apr. 30, 2009
Andrew D. Flockhart, Thornton, CO (US);
Eugene P. Mathews, Marco Island, FL (US);
John Z. Taylor, Bedminster, NJ (US);
Andrew D. Flockhart, Thornton, CO (US);
Eugene P. Mathews, Marco Island, FL (US);
John Z. Taylor, Bedminster, NJ (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
The system and method establish a communication with a first party. A first emotion is detected during a first step during the communication. Steps in the communication can include: establishing a call, waiting in a queue, talking with an agent, communicating with an IVR system, and the like. A second emotion is detected at a different step in the communication. Alternatively, the first and second emotions are detected in two different but related communications. The detection of the first and/or second emotion determines how to process the communication. Examples of processing a communication can include routing the communication differently, selecting a different script for an agent, selecting a different agent, and the like. In addition, the communication can also be processed differently based on other additional parameters.