OPTIMIZATION FOR A CALL THAT WAITS IN QUEUE

Title:

OPTIMIZATION FOR A CALL THAT WAITS IN QUEUE

Document Type and Number:

WIPO Patent Application WO/2021/047209

Kind Code:

A1

Abstract:

Embodiments of the invention provide methods, systems, computer program products for managing a call waiting in a queue during a request for staff services provided by a call center. According to the method, a first voice segment received in a call made by a device is recorded first. Next, whether a part of the first voice segment is related to a first predefined voice segment is determined. The volume of device is adjusted in response to the part of the first voice segment being related to the first predefined voice segment. A user of the device is alerted in response to the part of the first voice segment being not related to the first predefined voice segment.

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Inventors:

SUI GUANGHAN (CN)
JIANG PENGHUI (CN)
LI QIN (CN)
XIAO PING (CN)
LIU NIAOQING (CN)
ZHOU XIANG (CN)
CHENG PINGPING (CN)

Application Number:

PCT/CN2020/092362

Publication Date:

March 18, 2021

Filing Date:

May 26, 2020

Export Citation:

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Assignee:

IBM (US)
IBM CHINA CO LTD (CN)

International Classes:

G10L15/22; H04M3/51

Domestic Patent References:

WO2014145149A1	2014-09-18
WO2005020212A1	2005-03-03

Foreign References:

US20180090142A1	2018-03-29
CN103701999A	2014-04-02
CN105261362A	2016-01-20
CN102625005A	2012-08-01

Attorney, Agent or Firm:

ZHONGZI LAW OFFICE (CN)

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