Patent ID: 9167090
Filing Date: 2015-10-20
Classification: H04M

Abstract:
1. A method performed by a processor of servicing an emergency contact in a Public Safety Answering Point (PSAP) call center, the method comprising: receiving a contact from a caller at a work assignment mechanism and generating a corresponding work item to represent the contact in the PSAP call center; prior to assigning the work item to a first PSAP agent, performing a first language assessment process at a work assignment engine based on data sources associated with the caller stored in a customer information database, wherein the data sources are two or more of the following: location information for the caller, caller identification information, caller name information, phonetic information, customer history information, and language probabilities; based on the first language assessment process, making a first probabilistic determination of an at least one of a language preference and requirement of the caller; based on the first probabilistic determination of the at least one of a language preference and requirement of the caller, assigning the work item to a first PSAP agent who meets the at least one language preference and requirement; during an interaction between the first PSAP agent and caller, determining that the at least one of a language preference and requirement of the caller is not completely satisfied by the first PSAP agent; and enabling the first PSAP agent to invoke a processor-executable language assessment module, the language assessment module providing the first PSAP agent with one or more tools to determine the at least one of a language preference and requirement of the caller.