Patent ID: 7684556

Claim:
A method of using conversational biometrics coupled with passive speech recognition and conversational biometrics during a call hold time, comprising: receiving a call from a caller at an interactive voice response (IVR) contact center; the IVR contact center determining whether a hold time of the call is required; if the IVR contact center determines that the hold time of the call is required, the IVR contact center during a caller hold period further performs: prompting the caller with a please hold dialogue; activating a speech recognition and conversational biometrics engine, wherein the conversational biometrics engine comprises a rules engine; the speech recognition and conversational biometrics engine passively monitoring the call during the caller hold period to detect the occurrence of the caller uttering a reactive audio response for a predetermined period of time and collecting the detected reactive audio response of the caller; the rules engine of the conversational biometrics engine determining computer telephony integration routing logic using the collected detected reactive audio response; after the caller hold period, routing the call and the collected detected reactive audio response to an agent in accordance with the determined computer telephony integration routing logic.