Patent Document ID: 8917853
Application ID: 13526966

Base Claim:
1. A method for enhancing problem resolution at a call center based on speech recognition of a caller, comprising: receiving an incoming call and generating call data based on speech recognition of the incoming call using a computer having a processor; generating and associating annotated metadata about the call data; creating a historical record including the call data and the annotated metadata, the historical record being stored in a storage medium communicating with the computer, the historical record storing solutions associated with the call data and the annotated metadata and indexing callers by issues identified by the call data and the annotated metadata; generating context data for the incoming call by analyzing the historical record to identify: a caller, a topic, a date and a stress level of the caller; comparing the context data to historical records of previous calls; conducting a topic probabilities analysis by comparing the context data to the historical records of previous calls; assigning a weight to each solution in the historical record based on likelihood of success derived from the annotated metadata; and determining a solution for the topic based on the probabilities analysis and further based on the assigned weight of each solution.

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Claim 10:
10. The method of claim 1 , further comprising: conducting a new topic probabilities analysis and a prior topic probabilities analysis using the historical record for a new topic and a prior topic; and determining a new topic solution for the new topic and a prior topic solution for the prior topic based on the new and prior topic probabilities analyses, respectively.