Patent ID: 9479641
Filing Date: 2016-10-25
CPC Classification: H04M

Claim Text:
1. A method for routing a communication in a contact center, wherein said contact center comprises at least an interactive voice response system, the method comprising the steps of: a. monitoring, in real-time, words and voice characteristics of a communicant during an interaction with the interactive voice response system; b. determining a score for the communicant based on said monitoring; c. determining if a previous score exists in a database for said communicant, wherein said database comprises scores from previous and current interactions of the contact center, for said communicant; d. analyzing at least one of: a score and a previous score; e. routing a communicant to an agent, wherein said agent has a skillset which enables the agent to handle said communicant based at least on the analyzing of step (d); f. continuing to evaluate, in real-time, communicant's score during said interaction; and, g. storing evaluation data in the database for future use.