Granted Patent B1

US 9,699,313 · App. 14/036,227 · Granted Jul 4, 2017

Abstract

Claims (59)

1. A method, comprising:

sampling, by a processor, at least one agent voice attribute by an automated speech recognition function;

storing, in a memory, the at least one agent voice attribute and a characteristic of the at least one agent;

assessing, by the processor, a caller characteristic;

detecting, by the processor, a caller voice attribute;

matching, by the processor, said detected caller voice attribute to the stored voice attribute of the at least one agent;

matching, by the processor, the caller characteristic to the characteristic of the at least one agent;

routing by dynamic branching logic, by the processor, a call to a virtual contact center hosted in an inter-network based upon the matched agent voice attribute to the detected caller voice attribute and based upon the matched caller characteristic of the at least one agent for use by at least one agent in a script using said dynamic branching logic;

tallying, by the processor, a number of callers terminating interaction during utilization of at least one panel associated with the caller;

requesting, by the processor, feedback on the at least one panel from at least one agent upon the caller terminating interaction;

developing, by the processor, a test panel based on the feedback;

creating, by the processor, a test panel detour in the dynamic branching logic; and

rerouting, by the processor, a subset of the at least one agents to the test panel.

2. The method of claim 1 wherein,

the voice attribute is a regional dialect.

3. The method of claim 1 wherein,

the voice attribute is a gender.

4. The method of claim 1 comprising:

surveying characteristics of at least one agent.

5. The method of claim 1 comprising:

creating a database containing the sampled voice attribute.

6. The method of claim 4 wherein,

the agent characteristic is a product experience.

7. The method of claim 4 wherein,

the agent characteristic is a hobby.

8. The method of claim 4 wherein,

the agent characteristic is a gender.

9. The method of claim 1 , wherein at least one routing algorithm is used to route calls.

10. A non-transitory computer readable storage medium comprising instructions that when executed by a processor, cause the processor to perform:

sampling voice attributes of at least one agent by an automated speech recognition function;

storing, in a database, the sampled voice attribute and a characteristic of the at least one agent;

detecting a caller voice attribute;

assessing a caller characteristic;

matching:

the detected caller voice attribute to the stored voice attribute of the at least one agent, and the caller characteristic to the characteristics of the at least one agent; and

routing by dynamic branching logic a call to a virtual contact center hosted in an inter-network based upon the matching for use by at least one agent in a script using said dynamic branching logic tallying a number of callers terminating interaction during utilization of at least one panel associated with the caller;

requesting feedback on the at least one panel from at least one agent upon the caller terminating interaction;

developing a test panel based on the feedback;

creating a test panel detour in the dynamic branching logic; and

rerouting a subset of the at least one agents to the test panel.

11. The non-transitory computer readable storage medium of claim 10 wherein,

the voice attribute is a regional dialect.

12. The non-transitory computer readable storage medium of claim 10 wherein,

the voice attribute is a gender.

13. The non-transitory computer readable storage medium of claim 10 wherein,

the agent characteristic is a product experience.

14. The non-transitory computer readable storage medium of claim 10 wherein,

the agent characteristic is a hobby.

15. The non-transitory computer readable storage medium of claim 10 wherein,

the agent characteristic is a gender.

16. A system, comprising:

a processor, wherein the processor detects a caller voice attribute, samples at least one agent voice attribute, matches the detected caller voice attribute to a stored voice attribute and a characteristic of the at least one agent, matches an assessed caller characteristic to characteristics of the at least one agent, and routes by dynamic branching logic a call to a virtual contact center hosted in an inter-network based upon the matched agent voice attribute to the detected caller voice attribute and the matched caller characteristic and agent characteristic for use by at least one agent in a script using said dynamic branching logic, tallies a number of callers terminating interaction during utilization of at least one panel associated with the caller; requests feedback on the at least one panel from at least one agent upon the caller terminating interaction; develops a test panel based on the feedback; creates a test panel detour in the dynamic branching logic; and reroutes a subset of the at least one agents to the test panel; and

a memory communicably coupled to the processor, wherein the memory stores the at least one agent voice attribute.

17. The system of claim 16 wherein

the processor assesses a caller characteristic.

18. The system of claim 17 wherein,

the voice attribute is a regional dialect.

19. The system of claim 17 wherein,

the voice attribute is a gender.

Assignments (7)