Patent ID: 8233610

Claim:
A method comprising: receiving a communication stream from a first caller C 1 for a first agent A 1 ; transmitting a first message to the first agent A 1 ; estimating a first level of distress in the first caller C 1 after the first message is presented to the first agent A 1 by analyzing the semantic content of the communication stream from the first caller C 1 to the first agent A 1 ; transmitting a second message to the first agent A 1 ; estimating a second level of distress in the first caller C 1 after the second message is presented to the first agent A 1 by analyzing the semantic content of the communication stream from the first caller C 1 for the first agent A 1 ; and transmitting the first message and the second message to a second agent A 2 in an order based, at least in part, on the first level of distress and the second level of distress.