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:
Jan. 16, 2018
Filed:
Jan. 25, 2016
Conduent Business Services, Llc, Dallas, TX (US);
Julien Perez, Grenoble, FR;
Nicolas Monet, Montbonnot-Saint-Martin, FR;
Conduent Business Services, LLC, Dallas, TX (US);
Abstract
A method for routing calls suited to use in a call center includes receiving a call from a customer, extracting features from an utterance of the call, and, based on the extracted features, predicting a class and a complexity of a dialog to be conducted between the customer and an agent. With a routing model, a routing strategy is generated for steering the call to one of a plurality of types of agent (such as to a human or a virtual agent), based on the predicted class and complexity of the dialog and a cost assigned to the type of agent. A first of the plurality of types of agent is assigned a higher cost than a second of the types of agent. The routing strategy is output.