Conversational biometric coupled with speech recognition in passive mode during call hold to affect call routing
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United States of America Patent
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Mar 23, 2010
Grant Date -
N/A
app pub date -
Jul 17, 2009
filing date -
Jul 17, 2009
priority date (Note) -
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Abstract
Conversational biometrics and speech recognition are used by an IVR contact/call center during call hold to affect call handling/routing. A caller's (user's) behavioral response, such as an utterance or other spoken reaction to being put on hold by the IVR contact/call center, etc., can be recognized, captured and analyzed. Business rules analyze the caller's behavior in real time during a caller hold period. Such business rules can be fed back into the call center system and this information can be used to provide opportunities to affect routing priorities for a particular caller based upon information learned by the data that is captured and analyzed.
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