ALEXANDRIA, Va., May 5 -- United States Patent no. 12,621,387, issued on May 5, was assigned to Wells Fargo Bank N.A. (San Francisco).
"Voice analysis-based agent routing" was invented by Parul Ghosh (Bangalore, India).
According to the abstract* released by the U.S. Patent & Trademark Office: "A computer system and method for improving call center routing through analysis of customer interactions including obtaining identifying information for a caller upon initiation of a call, identifying the caller as a repeat customer using the identifying information, retrieving historical interaction data associated with the repeat customer from a database, analyzing any combination of customer audio data, customer call log information, or customer...