Call routing based on caller's mood

Details Call routing based on caller's mood Call routing based on caller's mood

H - Electricity

04

Q

H04Q 3/64 (2006.01) H04M 1/64 (2006.01) H04M 3/51 (2006.01) H04M 3/493 (2006.01) H04M 3/523 (2006.01) H04M 3/533 (2006.01) H04Q 1/45 (2006.01)

Patent

CA 2252788

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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