| 发明名称 | System and method for dynamic job allocation based on acoustic sentiments | ||
| 摘要 | The present disclosure relates to methods of systems for allocating a call from a user to an agent. Embodiments of the disclosure may determine a set of sentiment indicators associated with the user from one or more acoustic parameters of the call. In addition, embodiments of the disclosure may select a candidate agent to handle the call based on the set of sentiment indicators and a sentiment handling capability associated with the candidate agent. Moreover, embodiments of the disclosure may allocate the call to the candidate agent. | ||
| 申请公布号 | US9191513(B1) | 申请公布日期 | 2015.11.17 |
| 申请号 | US201414461961 | 申请日期 | 2014.08.18 |
| 申请人 | Wipro Limited | 发明人 | Ramkumar Nithya;Bhaumik Soham;Krishna Amit;Chowdary Mahesh;Kumar Hemant |
| 分类号 | H04M3/00;H04M5/00;H04M3/523 | 主分类号 | H04M3/00 |
| 代理机构 | Finnegan, Henderson, Farabow, Garrett & Dunner, LLP | 代理人 | Finnegan, Henderson, Farabow, Garrett & Dunner, LLP |
| 主权项 | 1. A method, implemented by a computer, for allocating a call from a user to an agent, the method comprising: determining, by the computer, a set of sentiment indicators associated with the user from one or more acoustic parameters of the call; selecting, by the computer, a candidate agent to handle the call based on the set of sentiment indicators and a sentiment handling capability associated with the candidate agent; and allocating the call to the candidate agent. | ||
| 地址 | Bangalore IN | ||