| 摘要 |
A system and method for routing and/or servicing contacts using video analysis of one or more video streams are provided. A method comprises analysing visual elements from a video call and routing the call to a suitable call centre agent. Results of the video analysis may comprise identification of body parts, gestures and facial expressions of the caller which may indicate a likely emotion or mood. Video analysis may also provide predictions as to the callers identity, age, socioeconomic class, profession, geographical location or the needs of the caller or the purpose of the communication. The information retrieved from the analysis may be used to better match the caller to a particular agent. The invention may also be used by an emergency call centre to analyse the condition or location of a caller in order to determine the type of emergency service to dispatch. |
