发明授权
US08041019B2 Methods and apparatus for call back disposition and re-evaluation in interactive voice response based customer care
有权
在基于交互式语音响应的客户服务中回调配置和重新评估的方法和设备
- 专利标题： Methods and apparatus for call back disposition and re-evaluation in interactive voice response based customer care
- 专利标题（中）： 在基于交互式语音响应的客户服务中回调配置和重新评估的方法和设备
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申请号： US11651822申请日： 2007-01-10
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公开(公告)号： US08041019B2公开(公告)日： 2011-10-18
- 发明人: Roberto Pieraccini , Zor Gorelov , Alan Pan
- 申请人： Roberto Pieraccini , Zor Gorelov , Alan Pan
- 申请人地址： US NY New York
- 专利权人： SpeechCycle, Inc.
- 当前专利权人： SpeechCycle, Inc.
- 当前专利权人地址： US NY New York
- 代理机构： Frommer Lawrence & Haug LLP
- 代理商 William S. Frommer; Brian M. McGuire
- 主分类号： H04M3/42
- IPC分类号： H04M3/42
摘要：
An interactive voice response (IVR) system which assists in identifying repeat callers, understanding whether they are calling for the same reason as one of their previous calls, and properly disposing of the call. If the repeat caller is calling for the same reason, information from the previous call (or the previous calls) is retrieved and an action based on a defined business logic for repeat callers may then be executed for the current call.
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