US5684872A
Expired / Lapsed
US
⏱️ 0.0 years remaining
Prediction of a caller's motivation as a basis for selecting treatment of an incoming call
Assignee: Avaya Inc
•
Filing: 1995-07-21
•
Granted: 1997-11-04
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Expires: 2015-07-21
Abstract
Abstract An improved method and apparatus (12) for handling calls in a call center predicts (206, 312, 410) a caller's level of motivation for making the call and uses (208-212, 314-330, 412-416) the prediction as a basis for determining how to handle the call. The method and apparatus respond to a call coming in to the call center by determining (206, 306, 404) a number of call attempts-either all call attempts whether answered or unanswered by an agent, or only unanswered call attempts-made by the caller to the call center within a predetermined elapsed period of time, and possibly also by determining (308-310, 406) other predictors of the level of motivation of the caller in making the call, prior to the call being answered. Based upon the determined number of call attempts and the other predictors of the caller's motivation level, the method and apparatus then select and give (208-212, 314-330, 412-416) to the call one of a plurality of different treatments that could possibly be given to the call-for example, they select a split to which the call should be queued and/or a priority level for queuing the call. Preferably, the selected treatment is given to the call before an agent of the call center answers the call.
Inventors
- 👤 Andrew Derek Flockhart
- 👤 Eugene Paul Mathews
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-10-31 03:53
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M3/523; H04M3/22; H04M3/36; H04M2203/00; H04M2203/55; H04M2203/551
Claims Analysis
Total Claims: 44
Claim 1
Independent Claim
102 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, determining a number of unanswered call attempts made by the caller to the call center within a predetermined elapsed period of time; predicting the caller's level of motivation from the determined number of unanswered call attempts, prior to answering the call; selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and giving to the call the selected treatment at the call center.
Claim 2
Independent Claim
102 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, determining a number of unanswered call attempts made by the caller to the call center within a predetermined elapsed period of time; predicting the caller's level of motivation from the determined number of unanswered call attempts, prior to answering the call; selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and giving to the call the selected treatment at the call center.
Claim 3
Dependent Claim
66 words
The method of claim 1 wherein: the step of determining comprises the step of determining whether the caller is a predetermined type of caller; and the step of predicting the caller's level of motivation from the determined number of unanswered call attempts comprises the step of predicting the caller's level of motivation in part from whether or not the caller is the predetermined type of caller.
Claim 4
Dependent Claim
23 words
The method of claim 2 wherein: the predetermined type of caller comprises customers who have made a predetermined purchase in a predetermined timeframe.
Claim 5
Dependent Claim
57 words
The method of claim 1 wherein: the step of predicting comprises the step of determining which telephone number the caller called from; and the step of predicting the caller's level of motivation from the determined number of unanswered call attempts comprises the step of predicting the caller's level of motivation in part from the determined telephone number.
Claim 6
Dependent Claim
56 words
The method of claim 1 wherein: the step of selecting comprises the step of determining whether or not to connect the call to an agent of the call center, based upon the predicted level of motivation; and the step of giving comprises the step of queuing the call or refusing the call, based upon the determination.
Claim 7
Dependent Claim
56 words
The method of claim 1 wherein: the step of selecting comprises the step of determining whether or not to play a predetermined announcement to the caller, based upon the predicted level of motivation; and the step of giving comprises the step of playing or not playing the predetermined announcement to the caller, based upon the determination.
Claim 8
Dependent Claim
30 words
The method of claim 1 wherein: the step of giving comprises the step of giving the call the selected treatment before an agent of the call center answers the call.
Claim 9
Independent Claim
139 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; determining whether the call originated in a geographical area having a particular transitory characteristic; predicting the caller's level of motivation for making the call, prior to answering the call, in part from the determined number of call attempts and in part from whether or not the call originated in the geographical area having the particular transitory characteristic; selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and giving to the call the selected treatment at the call center.
Claim 10
Independent Claim
139 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; determining whether the call originated in a geographical area having a particular transitory characteristic; predicting the caller's level of motivation for making the call, prior to answering the call, in part from the determined number of call attempts and in part from whether or not the call originated in the geographical area having the particular transitory characteristic; selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and giving to the call the selected treatment at the call center.
Claim 11
Dependent Claim
13 words
The method of claim 8 wherein: the transitory characteristic comprises a weather condition.
Claim 12
Independent Claim
135 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; determining whether the call originated from a predetermined type of telephone instrument; predicting the caller's level of motivation for making the call, prior to answering the call, in part from the determined number of call attempts and in part from whether or not the call originated from the predetermined type of telephone instrument; selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and giving to the call the selected treatment at the call center.
Claim 13
Independent Claim
135 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; determining whether the call originated from a predetermined type of telephone instrument; predicting the caller's level of motivation for making the call, prior to answering the call, in part from the determined number of call attempts and in part from whether or not the call originated from the predetermined type of telephone instrument; selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and giving to the call the selected treatment at the call center.
Claim 14
Dependent Claim
20 words
The method of claim 10 wherein: the predetermined type of telephone instrument comprises a pay telephone or a mobile telephone.
Claim 15
Independent Claim
121 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; determining which telephone number the caller called; predicting the caller's level of motivation for making the call, prior to answering the call, in part from the determined number of call attempts and in part from the determined telephone number; selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and giving to the call the selected treatment at the call center.
Claim 16
Independent Claim
121 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; determining which telephone number the caller called; predicting the caller's level of motivation for making the call, prior to answering the call, in part from the determined number of call attempts and in part from the determined telephone number; selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and giving to the call the selected treatment at the call center.
Claim 17
Independent Claim
74 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, predicting a level of motivation of the caller for making the call, prior to answering the call; selecting one of a plurality of priorities for queuing the call, based upon the predicted level of motivation; and queuing the call at the call center at the selected priority.
Claim 18
Independent Claim
74 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, predicting a level of motivation of the caller for making the call, prior to answering the call; selecting one of a plurality of priorities for queuing the call, based upon the predicted level of motivation; and queuing the call at the call center at the selected priority.
Claim 19
Independent Claim
97 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, predicting a level of motivation of the caller for making the call, prior to answering the call; determining an anticipated waiting time of the call in a call queue of the call center; selecting one of a plurality of priorities for queuing the call based upon both the predicted level of motivation and the determined anticipated waiting time; and queuing the call at the call center at the selected priority.
Claim 20
Independent Claim
97 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, predicting a level of motivation of the caller for making the call, prior to answering the call; determining an anticipated waiting time of the call in a call queue of the call center; selecting one of a plurality of priorities for queuing the call based upon both the predicted level of motivation and the determined anticipated waiting time; and queuing the call at the call center at the selected priority.
Claim 21
Independent Claim
71 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, predicting a level of motivation of the caller for making the call, prior to answering the call; selecting one of a plurality of agent splits to handle the call, based upon the predicted level of motivation; and queuing the call to the selected split.
Claim 22
Independent Claim
71 words
A method of handling calls in a call center, comprising the steps of: in response to a call from a caller coming in to a call center, predicting a level of motivation of the caller for making the call, prior to answering the call; selecting one of a plurality of agent splits to handle the call, based upon the predicted level of motivation; and queuing the call to the selected split.
Claim 23
Independent Claim
126 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for determining a number of unanswered call attempts made by the caller to the call center within a predetermined elapsed period of time; means connected to the determining means, for predicting the caller's level of motivation from the determined number of unanswered call attempts, prior to the call being answered at the call center; means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and means connected to the selecting means, for giving to the call the selected treatment at the call center.
Claim 24
Independent Claim
126 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for determining a number of unanswered call attempts made by the caller to the call center within a predetermined elapsed period of time; means connected to the determining means, for predicting the caller's level of motivation from the determined number of unanswered call attempts, prior to the call being answered at the call center; means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and means connected to the selecting means, for giving to the call the selected treatment at the call center.
Claim 25
Dependent Claim
63 words
The apparatus of claim 16 wherein: the determining means comprise means for determining whether the caller is a predetermined type of caller; and the means for predicting the caller's level of motivation from the determined number of unanswered call attempts comprise means for predicting the caller's level of motivation in part from whether or not the caller is the predetermined type of caller.
Claim 26
Dependent Claim
23 words
The apparatus of claim 17 wherein: the predetermined type of caller comprises customers who have made a predetermined purchase in a predetermined timeframe.
Claim 27
Dependent Claim
54 words
The apparatus of claim 16 wherein: the predicting means comprise means for determining which telephone number the caller called from; and the means for predicting the caller's level of motivation from the determined number of unanswered call attempts comprise means for predicting the caller's level of motivation in part from the determined telephone number.
Claim 28
Dependent Claim
52 words
The apparatus of claim 16 wherein: the selecting means comprise means for determining whether or not to correct the call to an agent of the call center, based upon the predicted level of motivation; and the giving means comprise means for queuing the call or refusing the call, based upon the determination.
Claim 29
Dependent Claim
52 words
The apparatus of claim 16 wherein: the selecting means comprise means for determining whether or not to play a predetermined announcement to the caller, based upon the predicted level of motivation; and the giving means comprise means for playing or not playing the predetermined announcement to the caller based upon the determination.
Claim 30
Dependent Claim
25 words
The apparatus of claim 16 wherein: the giving means give the call the selected treatment before an agent of the call center answers the call.
Claim 31
Independent Claim
156 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; means for determining whether the call originated in a geographical area having a particular transitory characteristic; means for predicting the catlet's level of motivation, prior to the call being answered at the call center, in part from the determined number of call attempts and in part from whether or not the call originated in the geographical area having the particular transitory characteristic; means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and means connected to the selecting means, for giving to the call the selected treatment at the call center.
Claim 32
Independent Claim
156 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; means for determining whether the call originated in a geographical area having a particular transitory characteristic; means for predicting the catlet's level of motivation, prior to the call being answered at the call center, in part from the determined number of call attempts and in part from whether or not the call originated in the geographical area having the particular transitory characteristic; means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and means connected to the selecting means, for giving to the call the selected treatment at the call center.
Claim 33
Dependent Claim
13 words
The apparatus of claim 23 wherein: the transitory characteristic comprises a weather condition.
Claim 34
Independent Claim
152 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; means for determining whether the call originated from a predetermined type of telephone instrument; means for predicting the caller's level of motivation, prior to the call being answered at the call center, in part from the determined number of call attempts and in part from whether or not the call originated from the predetermined type of telephone instrument; means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and means connected to the selecting means, for giving to the call the selected treatment at the call center.
Claim 35
Independent Claim
152 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; means for determining whether the call originated from a predetermined type of telephone instrument; means for predicting the caller's level of motivation, prior to the call being answered at the call center, in part from the determined number of call attempts and in part from whether or not the call originated from the predetermined type of telephone instrument; means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and means connected to the selecting means, for giving to the call the selected treatment at the call center.
Claim 36
Dependent Claim
20 words
The apparatus of claim 25 wherein: the predetermined type of telephone instrument comprises a pay telephone or a mobile telephone.
Claim 37
Independent Claim
138 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; means for determining which telephone number the caller called; means for predicting the caller's level of motivation, prior to the call being answered at the call center, in part from the determined number of call attempts and in part from the determined telephone number; means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and means connected to the selecting means, for giving to the call the selected treatment at the call center.
Claim 38
Independent Claim
138 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for determining a number of call attempts made by the caller to the call center within a predetermined elapsed period of time; means for determining which telephone number the caller called; means for predicting the caller's level of motivation, prior to the call being answered at the call center, in part from the determined number of call attempts and in part from the determined telephone number; means connected to the predicting means, for selecting one of a plurality of different possible treatments to be given to the call, based upon the predicted level of motivation; and means connected to the selecting means, for giving to the call the selected treatment at the call center.
Claim 39
Independent Claim
81 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for predicting a level of motivation of the caller for making the call, prior to the call being answered at the call center; means for selecting one of a plurality of priorities for queuing the call, based upon the predicted level of motivation; and means for queuing the call at the call center at the selected priority.
Claim 40
Independent Claim
81 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for predicting a level of motivation of the caller for making the call, prior to the call being answered at the call center; means for selecting one of a plurality of priorities for queuing the call, based upon the predicted level of motivation; and means for queuing the call at the call center at the selected priority.
Claim 41
Independent Claim
114 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for predicting a level of motivation of the caller for making the call, prior to the call being answered at the call center; means for determining an anticipated waiting time of the call in a call queue of the call center; means connected to the means for determining the anticipated waiting time, for selecting one of a plurality of priorities for queuing the call, based upon both the predicted level of motivation and the determined anticipated waiting time; and means for queuing the call at center at the selected priority.
Claim 42
Independent Claim
114 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for predicting a level of motivation of the caller for making the call, prior to the call being answered at the call center; means for determining an anticipated waiting time of the call in a call queue of the call center; means connected to the means for determining the anticipated waiting time, for selecting one of a plurality of priorities for queuing the call, based upon both the predicted level of motivation and the determined anticipated waiting time; and means for queuing the call at center at the selected priority.
Claim 43
Independent Claim
78 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for predicting a level of motivation of the caller for making the call, prior to the call being answered at the call center; means for selecting one of a plurality of agent splits to handle the call, based upon the predicted level of motivation; and means for queuing the call to the selected split.
Claim 44
Independent Claim
78 words
An apparatus for handling calls in a call center, comprising: means responsive to a call from a caller coming in to a call center, for predicting a level of motivation of the caller for making the call, prior to the call being answered at the call center; means for selecting one of a plurality of agent splits to handle the call, based upon the predicted level of motivation; and means for queuing the call to the selected split.
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