Patent Document ID: 20170264746
Application ID: 15606399
Patent Status: 0

Claim One:
1. A system for providing customer-specific ongoing call center assistance with the aid of a digital computer, comprising steps of: a receipt module to receive a call from a caller; a connection module to connect the caller to an agent of a call center; a monitoring module to monitor the speech of at least one of the caller and the agent during the call; a subject matter module to determine a subject matter of the call based on the monitoring; a characteristic module to obtain one or more characteristics of the caller; an identification module to identify the agent being in need of assistance; a criteria module to obtain expert selection criteria and to weigh the expert selection criteria based on one or more of the characteristics of the caller; a selection module to select an expert agent using the weighed expert selection criteria and the subject matter of the call; and a patching module to patch the selected expert agent into the call; at least one processor to execute the modules.