System and method for language variation guided operator selection
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United States of America Patent
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May 21, 2013
Grant Date -
Aug 4, 2005
app pub date -
Jan 30, 2004
filing date -
Jan 30, 2004
priority date (Note) -
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status (Latency Note)
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Abstract
A system and method for language variation guided operator selection is disclosed. The method discloses: initiating a dialog between a contact and a call handling system; identifying a language variation spoken by the contact; determining a skill level with respect to the language variation for each operator within a set of operators; selecting an operator whose skill level in the language variation is above a predetermined value; and transferring the dialog with the contact to the operator. The system discloses means and embodiments for implementing the method.
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