Routing user communications to agents

This invention describes a system that monitors how a caller interacts with an automated phone system, like an IVR. It tracks specific actions, such as how many times a caller makes an error or fails to complete a task, to calculate a 'satisfaction score'. If this score indicates the caller is frustrated, the system automatically transfers the call to a human agent and shows the agent the caller's frustration level.

Why it matters: Filed before advanced AI could deeply analyze speech interaction details. While the claims specify simpler metrics like error counts, today's LLMs can derive a far more nuanced satisfaction score from conversational context and sentiment, making the system more effective.

Status: Not in forceListed as no longer active. The specific reason is not in the record we hold.
How hard to build: SpecializedHeavy software system, call routing, IVR.

3 AI reinvention directions for this patent

See all three

AI gives you a few directions you could take this. Pick one, and we check whether your version is different enough to patent, then write the filing.

Reinvent this with AI

Where this one came from

Every morning we go through millions of abandoned patents and pick out 15 worth your time. This was one of today’s.

This one

+10