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
- 专利标题: System and method for processing out-of-order caller responses during automated call processing
- 专利标题(中): 在自动呼叫处理期间处理无序呼叫者响应的系统和方法
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申请号: US11893442申请日: 2007-08-15
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公开(公告)号: US08442209B2公开(公告)日: 2013-05-14
- 发明人: Adam Waalkes , Alastair Sutherland , Gilad Odinak , Haodong (Howard) Jiang
- 申请人: Adam Waalkes , Alastair Sutherland , Gilad Odinak , Haodong (Howard) Jiang
- 申请人地址: US WA Bellevue
- 专利权人: Intellisist, Inc.
- 当前专利权人: Intellisist, Inc.
- 当前专利权人地址: US WA Bellevue
- 代理商 Patrick J. S. Inouye; Krista A. Wittman
- 主分类号: H04M3/00
- IPC分类号: H04M3/00
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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