Call routing based on the caller's mood
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United States of America Patent
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Jun 25, 2002
Grant Date -
N/A
app pub date -
Nov 10, 1998
filing date -
Nov 11, 1997
priority date (Note) -
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Abstract
A call processing apparatus comprises a device for answering an incoming call, an interactive voice unit for eliciting information about the call from the customer, a device for analyzing the caller's response according to predetermined criteria to identify callers having certain behavioral characteristics, and a device for routing callers identified as having these characteristics to predetermined attendant stations. The apparatus therefore permits caller's having special needs to be automatically routed to suitably trained attendants.
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