Analyzing voice response to telephone call to assign appropriate agent

摘要

A computer-implemented method, system and computer program product for enhancing auto dialer systems. A voice response from a communication device of a prospective customer to a telephone call made by the auto dialer is detected. The prospective customer's voice response is then analyzed to determine characteristics of the prospective customer. A profile of the prospective customer is then created containing such determined characteristics. Furthermore, the profiles of agents that are available to assist the prospective customer containing characteristics of such agents are analyzed. Additionally, the profile of the prospective customer is analyzed. After analyzing the profiles of the agents available to assist the prospective customer as well as the profile of the prospective customer, a free agent is identified that would best service the prospective customer based on such an analysis. The telephone call is then connected to the communication device of the identified agent to service the prospective customer.