IDEAL CONVERSION SYSTEM OF CALL HANDLING TO A HUMAN OPERATOR BASED ON A PREDICTION OF AN OPERATOR LOAD AND AUTOMATION EFFICIENCY FROM AN AUTOMATIC SYSTEM, PARTICULARLY CONCERNED WITH SUPPLYING A DECISION THEORY ANALYSIS AND AN IDEAL DECISION MODEL FOR A CONVERSION INTO THE HUMAN OPERATOR FROM THE AUTOMATIC SYSTEM

摘要

PURPOSE: An ideal conversion system of call handling to a human operator based on a prediction of an operator load and automation efficiency from an automatic system is provided to use a decision-theoretic based framework to conduct the best action based on utilities related to a specific component, thereby optimizing usage of resources through more than one trained model. CONSTITUTION: A call routing and deciding system(100) includes an automatic call routing system(110) to supply an automatic response(120) to more than one caller(130). The automatic call routing system(110) communicates with processing components, switching components, electronic directories, and the callers(130), and includes software related to a speech recognition component for routing calls to identified persons. If the callers(130) have difficulty in connecting with a person or a group, the call routing system(110) is connected to a human operator(144) to provide better resources to the callers(130).