Patent ID: 9392117
Filing Date: 2016-07-12
CPC Classification: G06Q,G10L,H04M

Claim Text:
1. A computer-implemented call center system for optimizing customer experience through in-band expert intervention, comprising: a call session module to monitor calls each conducted between an agent and a caller; an intervention identification module to identify a need for assistance by an expert agent in one of the calls, comprising: an information collection module to collect information regarding the call and the caller; an issue identifier to identify at least one of issues of the caller during the call, wherein subject matter of the caller's issues are identified by analyzing characteristic words in the speech of the agent and caller during the call; an expert criteria module to apply expert selection criteria to a predetermined group of expert agents with expertise in the subject matter; an agent selection module to select one of the expert agents that matches with the expert selection criteria; an expert notification module to transmit a notification to the agent that the selected expert agent will assist with the call; an intervention module to patch the expert agent into the call; and a central processing unit to execute modules.