Cadence Matching for Answering Service Agent Selection
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Solution Overview
Problem
In professional answering services, callers often form impressions of professionals based on their interactions with agents, and matching the agent's speaking style to the caller's style can enhance the perceived kinship and comfort, but existing methods lack a systematic approach to achieve this before communication begins.
Innovation Solution
A computing system determines the cadence of the caller and selects an agent with a matching cadence to ensure a soothing and appreciable speaking style, thereby increasing the emotional connection and comfort during communication.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If an answering service uses multiple agents with different speaking styles, then the ability to match caller preferences is improved, but the complexity of agent selection and management increases
Solution Approach 1:
The system changes the parameter of cadence matching by analyzing voice characteristics (speed, pitch, rhythm) of both callers and agents, then selecting agents whose cadence parameters best match the caller's preferences. This transforms a subjective matching process into an objective parameter-based selection system.
Solution Approach 2:
The patent replaces manual agent selection with an automated computing system that uses algorithms to analyze voice cadence and make selections. This substitution of mechanical/automated systems eliminates manual intervention while improving matching accuracy and efficiency.
2Measurement precision
If the system analyzes caller voice characteristics in real-time, then cadence matching accuracy is improved, but the processing time and system complexity increase
Solution Approach 1:
The system performs preliminary actions by pre-analyzing and storing the cadence characteristics of all available agents before calls arrive. When a call comes in, the system only needs to compare the caller's cadence against the pre-processed agent profiles, significantly reducing real-time processing requirements and call setup time.
3Manufacturing precision
If the answering service implements detailed cadence profiling for each agent, then the quality of voice matching is improved, but the data collection and processing requirements increase
Solution Approach 1:
The system extracts only the essential cadence characteristics (speaking speed, pitch range, rhythm patterns) from complete voice recordings, rather than storing and analyzing entire voice samples. This extraction of key features reduces data volume while maintaining matching precision.
Data Source
AI summary
A call from a caller to a called party is forwarded to an answering service. A cadence of the call is determined, and an agent is selected to answer the call. To select the agent, a cadence of the selected agent is determined, and the determined cadence of the selected agent is matched to the determined cadence of the call. In particular, the called party has a geographic location associated therewith, and the selected agent has a cadence that matches a cadence associated with the determined geographic location. Contact between the selected agent and the call is then effectuated. The matched cadence is expected to heighten a connection the caller perceives from the selected agent.