Patent Document ID: 8447027
Application ID: 10769240

Base Claim:
1. A method for operator selection, comprising: initiating, by a call handling system, a dialog between a contact and a call the call handling system; identifying, by the call handling system, a language variation spoken by the contact; determining, by the call handling system, a skill level with respect to the language variation for each operator within a set of operators following the initiation of the dialog between the contact and the call handling system, the skill level for each operator within the set of operators being determined on a real time basis while each operator is engaged in a dialog with a contact that has been transferred to that operator; selecting, by the call handling system, an operator whose skill level in the language variation is above a predetermined value; and transferring, by the call handling system, the dialog with the contact to the operator.

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Claim 3:
3. The method of claim 1 , wherein determining includes: defining a set of dialog key words indicating communication difficulties; rating an operator based on how many of the key words the operator spoke in a dialog with a contact that speaks the language variation; and updating the skill level of the operator using the rating.