Patent ID: 8532268

Claim:
A method of routing a telephone call that is placed to a call center, the method comprising: receiving, at a call center, a telephone call from a caller; a computer prompting the caller to speak, wherein the caller speaks in a caller's voice; the computer analyzing a prosody of the caller's voice; the computer identifying intonation, rhythm, stress, and inflection characteristics of the caller's voice from the analyzed prosody of the caller's voice; creating a profile of the caller from the identified characteristics; directing the call to a particular call recipient based on an analysis of the prosody of the caller's voice and the profile of the caller, wherein in response to the analysis of the prosody of the caller's voice resulting in an indication that the caller has a loss of hearing, the directing the call comprises directing the call to a telephone having a high-amplification microphone, wherein the high-amplification microphone amplifies a voice of a call recipient in the call center to a sound level at which the caller is able to clearly hear the call recipient; periodically evaluating an effectiveness of the prosody evaluation to determine whether at least one of customer satisfaction, repeat calls, sales, and other factors improved based on the directing of received calls to a particular call recipient based on the analysis of the prosody; and fine tuning one or more processes based on the effectiveness evaluated to improve one or more of the prompting, the analyzing, the identifying, the creating, and the directing processes.