Predicting caller motivation as a basis for selecting the processing of the input call

摘要

PROBLEM TO BE SOLVED: To use prediction as a base for deciding a method to deal with a call by predicting the level of the motivation of a caller who makes a call. ;SOLUTION: In the method, the number of calls made by the caller to a call center within a previously decided time is decided (404) or another prediction value of the motivation level of the caller at the time of making the call is decided (406) so that response to the call inputted to the call center is executed. One of plural different kinds of dealing with a probability to be given to the call is selected based on another prediction value of the caller motivation level so as to be given to the call (412-416). For example, a split where the call is cued and/or a priority degree level for curing the call are/is selected.;COPYRIGHT: (C)1997,JPO