Call routing based on the caller's mood
November 10, 2018. Estimated Expiration Date is calculated based on simple USPTO term provisions. It does not account for terminal disclaimers, term adjustments, failure to pay maintenance fees, or other factors which might affect the term of a patent.Patent References 4093821 Caller adaptive voice response system Automated telephone system with TDD capability Intelligent recognition of speech signals using caller demographics Computer system producing emotionally-expressive speech messages Methods for controlling the generation of speech from text representing one or more names Speech signal distribution system providing supplemental parameter associated data Modeling a user's emotion and personality in a computer user interface Ergonomic man-machine interface incorporating adaptive pattern recognition based control system Coarticulation method for audio-visual text-to-speech synthesis InventorsAssigneeApplicationNo. 188312 filed on 11/10/1998US Classes:379/88.21, Caller identification received at substation379/88.07, Digital signal processing (DSP)379/93.12, Sales, ordering, or banking system379/201.11, Anonymous party (e.g., protection of called or calling party's identity, privacy)379/265.07, Speech of agent or customer (e.g., talk time)379/265.12Based on agent's skill (e.g., language spoken by agent)ExaminersPrimary: Hoosain, AllanAttorney, Agent or FirmForeign Patent References
International ClassesH04M 001/64H04M 011/00 H04M 003/42 H04M 003/00 902 88.19 88.2 88.21 93.18 201.01 201.11 223 265.01 265.07 265.12 265.13 266.01 Foreign Application Priority Data1997-11-11 GBAbstractA call processing apparatus comprises a device for answering an incoming call, an interactive voice unit for eliciting information about the call from the customer, a device for analyzing the caller's response according to predetermined criteria to identify callers having certain behavioral characteristics, and a device for routing callers identified as having these characteristics to predetermined attendant stations. The apparatus therefore permits caller's having special needs to be automatically routed to suitably trained attendants.Field of SearchVoice activation or recognitionVoice verification (e.g., voice authorization, voiceprint, etc.) Digital signal processing (DSP) Message signal analysis Multimedia system (e.g., voice output combined with fax, video, text, etc.) Presentation format conversion Voice message synthesis Sales, ordering, or banking system Entertainmemt appliance (e.g., TV, VCR, radio, etc.) PLURAL EXCHANGE NETWORK OR INTERCONNECTION Switching controlled in response to called station addressing signal INTERNET (E.G., INTERNET PHONE, WEBPHONE, INTERNET-BASED TELEPHONY) Synthesis Image to speech Application Speech controlled system Frequency Specialized information Natural language Sequential or selective Operator interface (e.g., display with control) Digital positioning (other than machine tool) Having operator control interface (e.g., control/display console) | |
