CLIAMS:We claim:

1. A method, implemented by a computer, for allocating a call from a user to an agent, the method comprising:
determining, by the computer, a set of sentiment indicators associated with the user from one or more acoustic parameters of the call;
selecting, by the computer, a candidate agent to handle the call based on the set of sentiment indicators and a sentiment handling capability associated with the candidate agent; and
allocating the call to the candidate agent.

2. The method of claim 1, comprising:
retrieving historical sentiment data associated with the user; and
selecting the candidate agent based on the historical sentiment data and the sentiment handling capability associated with the candidate agent.

3. The method of claim 1, wherein determining the set of sentiment indicators comprises:
measuring an acoustic parameter of a voice of the user;
determining a score associated with each sentiment indicator based on the measured acoustic parameter.

4. The method of claim 1, wherein the acoustic parameter includes at least one of:
a speaking intensity, a speaking rate, or presence of one or more pitches.

5. The method of claim 1, wherein selecting the candidate agent comprises:
determining a matching parameter indicating a difference between the set of sentiment indicators and sentiment handling capabilities of one or more available agents; and
selecting the candidate agent based on the matching parameter.

6. The method of claim 5, wherein:
the sentiment handling capability of each available agent includes a set of emotion handling ratings corresponding to the set of sentiment indicators;
the matching parameter includes a distance between a point representing the set of sentiment indicators and a point representing the set of emotion handling ratings associated with each available agent; and
the method comprises:
calculating the distance for each available agent; and
selecting the available agent having the shortest distance to be the candidate agent.

7. The method of claim 1, comprising:
analyzing a conversation between the user and the candidate agent; and
updating the sentiment handling capability associated with the candidate agent based on the conversation.

8. The method of claim 7, comprising:
monitoring the set of sentiment indicators associated with the user during the conversation;
determining whether the conversation proceeds into a positive or a negative direction based on the monitored set of sentiment indicators; and
automatically alerting the candidate agent when it is determined that the conversation proceeds into a negative direction.

9. A computer system for allocating a call from a user to an agent, the system comprising:
a processor operatively coupled to a memory device, wherein the processor is configured to execute instructions stored in the memory device to perform operations comprising:
determining a set of sentiment indicators associated with the user from one or more acoustic parameters of the call;
selecting a candidate agent to handle the call based on the set of sentiment indicators and a sentiment handling capability associated with the candidate agent; and
allocating the call to the candidate agent.

10. The system of claim 9, wherein the operations comprise:
retrieving historical sentiment data associated with the user; and
selecting the candidate agent based on the historical sentiment data and the sentiment handling capability associated with the candidate agent.

11. The system of claim 9, wherein determining the set of sentiment indicators comprises:
measuring an acoustic parameter from a voice of the user;
determining a score associated with each sentiment indicator based on the measured acoustic parameter.

12. The system of claim 9, wherein the acoustic parameter includes at least one of:
a speaking intensity, a speaking rate, or presence of one or more pitches.

13. The system of claim 9, wherein selecting the candidate agent comprises:
determining a matching parameter indicating a difference between the set of sentiment indicators and sentiment handling capabilities of one or more available agents; and
selecting the candidate agent based on the matching parameter.

14. The system of claim 13, wherein:
the sentiment handling capability of each available agent includes a set of emotion handling ratings corresponding to the set of sentiment indicators;
the matching parameter includes a distance between a point representing the set of sentiment indicators and a point representing the set of emotion handling ratings associated with each available agent; and
the operations comprise:
calculating the distance for each available agent; and
selecting the available agent having the shortest distance to be the candidate agent.

15. The system of claim 9, wherein the operations comprise:
analyzing a conversation between the user and the candidate agent; and
updating the sentiment handling capability associated with the candidate agent based on the conversation.

16. The system of claim 15, wherein the operations comprise:
monitoring the set of sentiment indicators associated with the user during the conversation;
determining whether the conversation proceeds into a positive or a negative direction based on the monitored set of sentiment indicators; and
automatically alerting the candidate agent when it is determined that the conversation proceeds into a negative direction.

17. A non-transitory, computer-readable medium storing instructions that, when executed by a processor device, cause the processor device to perform operations comprising:
determining a set of sentiment indicators associated with the user from one or more acoustic parameters of the call;
selecting a candidate agent to handle the call based on the set of sentiment indicators and a sentiment handling capability associated with the candidate agent; and
allocating the call to the candidate agent.

Dated this 6th day of June, 2014

R Ramya Rao
Of K&S Partners
Agent for the Applicant
,TagSPECI:TECHNICAL FIELD
This disclosure relates generally to customer service and support business. More specifically, it relates to a system and method for dynamically allocating a call from a customer to a customer service agent.