Patent ID: 9549068
Date: 2017-01-17
CPC Classifications: G10L,H04M

Claim:
1. A method for adaptive voice interaction comprising: receiving a preliminary voice sample from a service recipient during a first phone call; detecting a first set of features of the preliminary voice sample during the first phone call; selecting, in real-time and during the first phone call, a service representative based on analysis of the first set of features; wherein selecting a service representative based on analysis of the first set of features comprises selecting the service representative without first identifying the service recipient; monitoring voice communications between the service recipient and service representative; wherein monitoring comprises measuring and analyzing a second set of features periodically during the voice communications; and displaying, in real-time, conclusions drawn from analysis of the second set of features to the service representative; wherein displaying conclusions to the service representative comprises displaying, during and prior to cessation of the first phone call, a likelihood metric that the service recipient may terminate voice communications with the service representative.