Operator e.g. unspecified person, selecting method for processing telephonic call in call center, involves selecting operator based on pre-defined keywords and transmitting recording and contact identifier of user to selected operator

摘要

The method involves receiving recording of a voice request of a user (1) and a contact identifier of the user. Voice recording content is compared with predefined key-words stored in a memory (32). An operator is automatically selected among operators based on the pre-defined keywords identified in the voice recording. The voice recording and the contact identifier of the user are transmitted to the selected operator (7). Text extracted from the voice recording is received, and the identifier of the user is identified in the text. Independent claims are also included for the following: (1) a contact method of user by an operator (2) a device for selecting an operator for processing a telephonic call from a user, comprising a processing unit (3) a call center comprising a contact system.