Patent Document ID: 10154140
Application ID: 15606399
Patent Status: 1

Claim One:
1. A system for providing customer-specific ongoing call center assistance with the aid of a digital computer, comprising steps of: a computer processor; and a computer memory comprising one or more instructions that, when executed by the computer processor, cause the computer processor to: receive a call from a caller; connect the caller to an agent of a call center; monitor the speech of at least one of the caller and the agent during the call; determine a subject matter of the call based on the monitoring; obtain one or more characteristics of the caller, comprising analyzing speech utterances of the caller during the call and determining that the caller having a difficulty in communicating in a language based on the analyzed speech utterances; obtain expert selection criteria comprising language skills and to weigh the expert selection criteria based on one or more of the characteristics of the caller, wherein the language skills expert selection criterion is weighed heavier than the remaining expert selection criteria; select an expert agent using the weighed expert selection criteria and the subject matter of the call; and patch the selected expert agent into the call.