Patent Application
20080312925
1. Technical Field
The present invention relates in general to the field of data processing systems and more particularly, to processing data on data processing systems. Still more particularly, the present invention relates to the field of categorizing and organizing data for more efficient processing on data processing systems.
2. Description of the Related Art
Modern businesses often employ call centers to handle large volumes of calls. Frequently, these businesses also employ computers that provide automated responses to callers with frequently asked questions to reduce the number of necessary operators at call centers.
The present invention includes a system, method, and computer-usable medium for routing a call. A server receives a call from a client. A routing engine captures a voice print from the call. In response to the routing engine capturing the voice print from the call, the routing engine compares the voice print to a database that includes a collection of voice prints. In response to the routing engine matching the voice print to at least one voice print among the collection of voice prints, an interactive voice response (IVR) module routes the call to an appropriate call queue based on the matching of the voice print. The appropriate queue routes the call from the appropriate call queue to a call center corresponding to the appropriate call queue.
The above, as well as additional purposes, features, and advantages of the present invention will become apparent in the following detailed written description.
The novel features believed characteristic of the invention are set forth in the appended claims. The invention itself, however, as well as a preferred mode of use, further purposes and advantages thereof, will best be understood by reference to the following detailed description of an illustrative embodiment when read in conjunction with the accompanying figures, wherein:
Referring now to the figures, and in particular, referring to
According to an embodiment of the present invention, priority call center 58 and general call center 60 may be offices staffed with customer service representatives. Priority call center 58 is staffed with more experienced customer service representatives that are more equipped to deal with favored customers. General call center 60 is staffed with less experienced customer service representatives that are adequate for regular priority customer calls.
With reference to
Those with skill in the art will appreciate that data processing system 100 can include many additional components not specifically illustrated in
As illustrated, operating system 202 also includes kernel 206, which includes lower levels of functionality for operating system 202 and application programs 208, including memory management, process and task management, disk management, and mouse and keyboard management. Application programs 208 can include a browser 229, utilized for access to Internet 56, word processors, spreadsheets, and other application programs. Also, system memory 106 includes priority call queue 210, general call queue 212, voice print database 214, routing engine 216, priority interactive voice response (IVR) module 218, and general IVR module 220.
According to an embodiment of the present invention, routing engine 216 receives incoming calls from clients 54a-54n (
If there is a match, routing engine 216 accesses matching corresponding entry in voice print database 214 and sends the call to the appropriate Interactive Voice Response (IVR) module (e.g., priority IVR module 218 or general IVR module 220) for IVR treatment. Routing engine 216 routes the call by accessing the entry associated with the matching voice print and making a determination if the caller is a priority or a general caller.
According to an embodiment of the present invention, priority IVR module 218 and general IVR module 220 enable a computer to detect voice or touch tone input over a telephone call. The computer responds to the input (voice and/or touch tone) with pre-recorded queries and/or information or dynamically-generated queries and/or information. The computer enables the caller to obtain or enter information into the system without the need for a human operator.
Once the call completes IVR treatment, the IVR modules routes the call into an appropriate queue. Priority IVR module 218 sends the call to a priority call queue 210 and general IVR module 220 sends the call to a general call queue 212. Priority call queue 210 forwards calls to priority call center 58. General call queue 212 forwards calls to the general call center 58. The call centers proceed to process the received calls.
If the voice print of the incoming call does not match at least one voice print within voice print database 214, the process continues to step 308, which illustrates routing engine 216 determining that the caller of the incoming call has not been identified. The process continues to step 310, which illustrates routing engine 216 identifying the caller in the incoming call utilizing standard methods including, but not limited to: requiring the caller to enter or say an account number, a member number, a social security number (for U.S. residents), and the like. The process continues to step 312, which shows routing engine 216 storing the voice print of the caller into voice print database 214. The process continues to step 316.
Returning to step 306, if the voice print of the incoming call does not match at least one voice print within voice print database 214, the process continues to step 322, which illustrates routing engine 216 identifying the caller of the incoming call. The process continues to step 316, which illustrates routing engine 216 accessing the entry in voice print database 214 corresponding to the matching voice print and determining if the caller is a “priority”, “priority direct”, or “general” caller.
If the caller is a “priority direct” caller, the process continues to step 324, which illustrates routing engine 216 sending the incoming call directly to priority call center 58 via path 222.
If the caller is a “priority” caller, the process continues to step 317, which depicts routing engine 316 routing the call to a priority IVR module 218 for priority IVR treatment. As previously discussed, priority IVR module 218 enables a computer (e.g., call center server 52) to detect voice and/or touch tone input in a telephone call. After retrieving the data from the priority UVR treatment in step 317, the process continues to step 318, which shows priority IVR module 217 sending the call to priority call queue 210. As the call comes out of the end of priority call queue 210, the call is forwarded to the higher skilled call center (e.g., priority call center 58) for handling, as illustrated in step 324. The process ends, as depicted in step 328.
If the caller in the incoming call is a normal caller, the process continues to step 320, which illustrates routing engine 216 routing the incoming call general IVR module 220 for general IVR treatment. Then, as illustrated in step 320, general IVR module 220 routes the incoming call to general call queue 212. As the call comes out of the end of general call queue 212, the call is forwarded to the normally skilled call center (e.g., general call center 60), as depicted in step 326. The process ends, as shown in step 328.
The present invention includes a system, method, and computer-usable medium for routing a call. A server receives a call from a client. A routing engine captures a voice print from the call. In response to the routing engine capturing the voice print from the call, the routing engine compares the voice print to a database that includes a collection of voice prints. In response to the routing engine matching the voice print to at least one voice print among the collection of voice prints, an interactive voice response (IVR) module routes the call to an appropriate call queue based on the matching of the voice print. The appropriate queue routes the call from the appropriate call queue to a call center corresponding to the appropriate call queue.
It should be understood that at least some aspects of the present invention may alternatively be implemented in a computer-usable medium that contains a program product. Programs defining functions in the present invention can be delivered to a data storage system or a computer system via a variety of signal-bearing media, which include, without limitation, non-writable storage media (e.g., CD-ROM), writable storage media (e.g., hard disk drive, read/write CD-ROM, optical media), system memory such as, but not limited to, random access memory (RAM), and communication media, such as computer networks and telephone networks, including Ethernet, the Internet, wireless networks, and like networks. It should be understood, therefore, that such signal-bearing media, when carrying or encoding computer-readable instructions that direct method functions in the present invention, represent alternative embodiments of the present invention. Further, it is understood that the present invention may be implemented by a system having means in the form of hardware, software, or a combination of software and hardware as described herein or their equivalent.
While the present invention has been particularly shown and described with reference to a preferred embodiment, it will be understood by those skilled in the art that various changes in form and detail may be made herein without departing from the spirit and scope of the invention.
