Patent Document ID: 7844045
Application ID: 10869810

Base Claim:
1. A call routing and supervising system, comprising: an input receiving customer speech of a customer from a remote location; voice characteristics extractor extracting voice characteristics from the customer speech based on trained models of a plurality of different groups of speakers; a representative selector selecting one or more from a plurality of human customer service representatives to service the customer based on profiles of the plurality of human customer service representatives and the extracted voice characteristics, wherein the profiles map said plurality of human customer service representatives to said plurality of different groups of speakers; and the representative selector being a self-tuning selector that adjusts the mapping of one of the plurality of human customer service representatives to said plurality of different groups of speakers based on customer satisfaction indicators extracted from voice characteristics of said customer speech, wherein the customer satisfaction indicators indicate a degree of satisfaction of the customer with the service provided to the customer by the one of the plurality of human customer service representatives.

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Claim 2:
2. The system of claim 1 , further comprising a call monitor performing an automatic analysis of dialogue between the customer and a human customer service representative during interaction between the customer and the human customer service representative.