Patent ID: 9635178
Date: 2017-04-25
CPC Classifications: G06F,G06N,G06Q,G10L,H04M

Claim:
1. A computer-implemented method for determining a specified participant of multiple participants to whom a call from a user is to be routed, the computer-implemented method comprising: analyzing, by a computer system, a set of call data between multiple users and the multiple participants to extract multiple features of conversations between the users and the participants, the multiple features indicating characteristics of any of (a) at least one of the users, (b) at least one of the participants, (c) the conversations; extracting, by the computer system, the multiple features of the conversations; generating, by the computer system, multiple classifiers based on the multiple features, wherein each of the multiple classifiers indicates one of multiple outcomes of a conversation and includes a subset of the multiple features that contributed to the one of the multiple outcomes, wherein different classifiers have distinct features, wherein at least one of the multiple features in each of the multiple classifiers indicates a characteristic of the multiple participants that influenced an outcome of the conversation indicated by the corresponding classifier; receiving, by the computer system, real-time call data of the call between the user and a first participant of the multiple participants; extracting, by the computer system, a set of features from the real-time call data; determining, by the computer system and for a specified outcome of the multiple outcomes, a specified classifier of the multiple classifiers that matches with the set of features; and routing, by the computer system, the call to the specified participant of the multiple participants whose characteristics matches with one or more features in the specified classifier.