Accent-based matching of a communicant with a call-center agent

Accent-based matching of a communicant with a call-center agent

The accent of a party to a call is determined from a speech sample of the party and the call is sent for servicing to a call-center agent who has skill in the determined accent, and preferably to an agent who speaks both the determined language and the language of the accent.

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Bibliographische Detailangaben
Hauptverfasser: JENSEN KENNETH B, HACKBARTH KENNETH R, WINDHAUSEN RICHARD A, DAS SHARMISTHA SARKAR, MATULA VALENTINE C, KOHLER JOYLEE E
Format: Patent
Sprache:eng
Schlagworte:
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:The accent of a party to a call is determined from a speech sample of the party and the call is sent for servicing to a call-center agent who has skill in the determined accent, and preferably to an agent who speaks both the determined language and the language of the accent.