System and method for managing hold times during automated call processing
A system and method for managing hold times during automated call processing is provided. A call is received from a caller and assigned to a call session. Data is obtained from the caller and evaluated for caller attributes related to the call session. Hold times are identified during the call session. Response content is customized for at least one of the hold times using the caller attributes. The customized response content is provided to the caller during that hold time.
1. A system for managing hold times during automated call processing, comprising:
a message server to monitor a call between a caller and an agent;
a data module to receive from the agent subjective impressions of the agent about the caller;
an evaluation module to determine hold times during the call based upon a profile of the caller and to adjust the hold times based on the subjective impressions comprising caller attributes perceived by the agent;
a customization module to customize response content for at least one of the hold times using the caller attributes and to provide the customized response content to the caller during that hold time; and
a content speed module to alter the customized response content by altering playback speed.
2. A system according to claim 1 , wherein the customized response content comprises at least one of context-appropriate content and location-based content.
3. A system according to claim 1 , further comprising:
an estimation module to estimate a length of each hold time by one or more of evaluating a hold queue length and the level of busyness of the agent.
4. A system according to claim 1 , further comprising:
a caller attribute module to determine the caller attributes from one or more of a caller questionnaire, a database, and through automated analysis.
5. A system according to claim 1 , further comprising:
a post-call processing module to perform post-call processing comprising at least one of performing speech recognition, identifying characteristics of the caller, and marking speech utterances of the caller.
6. A system according to claim 1 , wherein the response content comprises one or more of product information, advertising, and location-oriented materials.
7. A system according to claim 1 , wherein the caller attributes comprise at least one of call origin and time of the call.
8. A method for managing hold times during automated call processing, comprising:
monitoring a call between a caller and an agent;
obtaining data from the caller and receiving from the agent subjective impressions of the agent about the caller;
determining hold times during the call based upon a profile of the caller and adjusting the hold times based on the subjective impressions comprising caller attributes perceived by the agent;
customizing response content for at least one of the hold times using the caller attributes and providing the customized response content to the caller during that hold time; and
altering the customized response content by altering playback speed.
9. A method according to claim 8 , wherein the customized response content comprises at least one of context-appropriate content and location-based content.
10. A method according to claim 8 , further comprising:
estimating a length of each hold time by one or more of evaluating a hold queue length and the level of busyness of the agent.
11. A method according to claim 8 , further comprising:
determining the caller attributes from one or more of a caller questionnaire, a database, and through automated analysis.
12. A method according to claim 8 , further comprising:
performing post-call processing comprising at least one of performing speech recognition, identifying characteristics of the caller, and marking speech utterances of the caller.
13. A method according to claim 8 , wherein the response content comprises one or more of product information, advertising, and location-oriented materials.
14. A method according to claim 8 , wherein the caller attributes comprise at least one of call origin and time of the call.
15. A system for providing customized hold times to a caller, comprising:
a message server to assign a call received from a caller to a call session;
a collection module to collect call information from the caller regarding a service topic and to receive subjective impressions of an agent about the caller based on the collected call information;
a delay module to identify periods of delay during the call and to manage the periods of delay, comprising:
a determination module to determine a delay length for each period of delay based upon a profile of the caller;
an adjustment module to adjust the delay length for each period of delay based on the subjective impressions comprising caller attributes perceived by the agent;
a customization module to customize hold content for one such period of delay based on the call attributes and the delay length for that period of delay;
a content module to play the customized hold content to the caller during the period of delay; and
a content speed module to alter the customized response content by altering playback speed; and
a response module to provide the caller with a response consistent with the service topic subsequent to the period of delay.
16. A system according to claim 15 , further comprising:
a recorder to record speech utterances from the call session; and
a database to store the speech utterances.
17. A system according to claim 16 , further comprising:
a processor to perform at least one of in-progress call processing and post-call processing on the speech utterances from the call session.
18. A system according to claim 15 , wherein the call attributes are evaluated based on at least one of caller-specific attributes comprising one or more of call characteristics comprising one or more of a call origin and a call time.
19. A system according to claim 15 , further comprising:
an agent console to maintain the call session and one or more other call sessions.
20. A method for providing customized hold times to a caller, comprising:
assigning to a call session, a call received from a caller;
collecting call information from the caller regarding a service topic and receiving subjective impressions of an agent about the caller based on the collected call information;
identifying periods of delay during the call session and managing the periods of delay, comprising:
determining a delay length for each period of delay based upon a profile of the caller and adjusting the delay length for each period of delay based on the subjective impressions comprising caller attributes perceived by the agent;
customizing hold content for one such period of delay based on the call attributes and the delay length for that period of delay;
playing the customized hold content to the caller during the period of delay; and
altering the customized response content by altering playback speed; and
providing the caller with a response consistent with the service topic subsequent to the period of delay.
21. A method according to claim 20 , further comprising:
recording speech utterances from the call session; and
storing the speech utterances in a database.
22. A method according to claim 21 , further comprising:
performing at least one of in-progress call processing and post-call processing on the speech utterances from the call session.
23. A method according to claim 20 , wherein the call attributes are evaluated based on at least one of caller-specific attributes comprising call characteristics comprising one or more of a call origin and a call time.
24. A method according to claim 20 , further comprising:
maintaining the call session on an agent console, wherein the agent console maintains other call sessions.