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公开(公告)号：US20160036973A1
公开(公告)日：2016-02-04
申请号：US14448365
申请日：2014-07-31
IPC分类号： H04M3/51
CPC分类号： H04L51/32 , H04M3/5191 , H04M2203/655
摘要： A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
摘要翻译： 呼叫处理平台接收由呼叫者发出的呼叫号码的呼叫。 平台检查呼叫的参数，确定呼叫者的识别信息，并将识别信息与对应于社交媒体网络的社交网络用户名匹配。 该平台从社交媒体网络获取呼叫者的社交网络数据。 使用社交网络数据，该平台计算呼叫者的社交网络影响分数。 该平台将社交网络影响分数与预定的影响分数阈值进行比较，并且确定社交网络对呼叫者的影响分数表示社交媒体网络中的呼叫者的活动具有高水平的影响。 因此，平台相应地在呼叫中心处选择第一人机代理，并将呼叫路由到呼叫中心处的第一人机代理。
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公开(公告)号：US09712481B2
公开(公告)日：2017-07-18
申请号：US14448365
申请日：2014-07-31
CPC分类号： H04L51/32 , H04M3/5191 , H04M2203/655
摘要： A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.
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