Patent ID: 8891754
Filing Date: 2014-11-18
Classification: G10L,H04M

Abstract:
1. A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the non-transitory computer readable medium comprising the code segments that, when executed by a processor: receive a customer identifier; determine whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call type data, distress assessment data, behavioral assessment data, call preference data and customer profile; record the telephonic communication between a caller and a customer service representative and to separate the telephonic communication into caller voice data and customer service representative voice data and comprising logic that, when executed by a processor; generate behavioral assessment data by analyzing caller voice data associated with the telephonic communication by mining the caller voice data associated with the customer identifier and applying a linguistic-based psychological behavioral model to the caller voice data; analyze the historic data corresponding to the received customer identifier and the stored customer identifier; associate the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic communication data with one of the plurality of communication destination addresses being based on the analyzing of the historic data; and transmit a signal identifying the associated communication destination address.