Computer-implemented system and method for matching agents with callers in an automated call center environment based on user traits

摘要

A computer-implemented system and method for matching agents with callers within a call center environment is provided. A database of traits for agents within a call center is maintained. A call is received into the call center and a voice recording is obtained from a caller during the call. The voice recording from the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. The caller traits are compared with the traits for the agents. One or more of the agents similar to the user are identified based on the trait comparison. One of the similar agents is selected and the call is transferred to the selected agent.

主权项

1. A system for matching agents with callers within a call center environment, comprising:
a database of traits for agents within a call center; a call module to receive a call into the call center and to obtain a voice recording from a caller during the call; an analysis module to analyze the voice recording from the caller by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics, comprising:
a collection module to generate graphs each comprising multiple overlapping population distribution curves for subtraits of a common trait associated with one of the voice characteristics;an identification module to identify a single position of the voice characteristic on each of the graphs; anda selection module to determine the trait for each graph by selecting one of the multiple subtraits as the trait representative of the voice characteristic based on a relationship of the position with each of the population distribution curves for that graph; a comparison module to compare the caller traits with the traits for the agents; an identification module to identify one or more of the agents similar to the user based on the trait comparison; and a selection module to select one of the similar agents and transferring the call to the selected agent.