发明授权
US08442209B2 System and method for processing out-of-order caller responses during automated call processing 有权
在自动呼叫处理期间处理无序呼叫者响应的系统和方法

System and method for processing out-of-order caller responses during automated call processing
摘要:
A system and method for processing out-of-order caller responses during automated call processing is provided. A call session of a caller into a call center is monitored. The call session includes a non-sequential dialogue between the caller and the call center. An interaction with the caller is based on a script. Ordered information-gathering queries, including automated voice prompts are sent to the caller by executing the script. Responses from the caller are evaluated against a topic of conversation addressed in the script through call disposition criteria. A determination is made as to whether an affect on the ordering by the call disposition criteria is met through the responses. The ordering of the information-gathering queries is dynamically modified prior to selecting a next of the information-gathering queries to send.
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