System and method for call flow generation via real-time tracking of guided problem resolution
    2.
    发明授权
    System and method for call flow generation via real-time tracking of guided problem resolution 失效
    通过实时跟踪引导问题解决的呼叫流生成的系统和方法

    公开(公告)号:US08406412B2

    公开(公告)日:2013-03-26

    申请号:US12714368

    申请日:2010-02-26

    IPC分类号: H04M3/00 H04M5/00

    CPC分类号: H04M3/493 H04M2203/355

    摘要: Systems and methods for adapting an existing call flow wherein the call flow further comprises an associated data set, comprising: activating the existing call flow, the existing call flow generating a series of questions designed to obtain information from a caller; determining if an exception condition has occurred; allowing a user to activate an exception call flow in response to the exception condition; retaining the data set associated with the call flow when the exception condition occurred; adapting the data set such that the call flow addresses the exception condition; analyzing the adapted data set to determine if it is unique; and, modifying the existing call flow to incorporate the adapted data set if the adapted data set is unique.

    摘要翻译: 用于调整现有呼叫流的系统和方法,其中所述呼叫流进一步包括相关联的数据集,包括:激活所述现有呼叫流,所述现有呼叫流产生设计用于从呼叫者获取信息的一系列问题; 确定是否发生了异常情况; 允许用户响应异常情况激活异常调用流程; 当发生异常情况时,保留与呼叫流相关联的数据集; 调整数据集,使得呼叫流处理异常状况; 分析适应的数据集以确定其是否是唯一的; 以及如果所适配的数据集是唯一的,则修改现有的呼叫流以合并适应的数据集。

    System and Method for Call Flow Generation Via Real-Time Tracking of Guided Problem Resolution
    3.
    发明申请
    System and Method for Call Flow Generation Via Real-Time Tracking of Guided Problem Resolution 失效
    通过实时跟踪引导问题解决方案产生呼叫流的系统和方法

    公开(公告)号:US20110211687A1

    公开(公告)日:2011-09-01

    申请号:US12714368

    申请日:2010-02-26

    IPC分类号: H04M3/00

    CPC分类号: H04M3/493 H04M2203/355

    摘要: Systems and methods for adapting an existing call flow wherein the call flow further comprises an associated data set, comprising: activating the existing call flow, the existing call flow generating a series of questions designed to obtain information from a caller; determining if an exception condition has occurred; allowing a user to activate an exception call flow in response to the exception condition; retaining the data set associated with the call flow when the exception condition occurred; adapting the data set such that the call flow addresses the exception condition; analyzing the adapted data set to determine if it is unique; and, modifying the existing call flow to incorporate the adapted data set if the adapted data set is unique.

    摘要翻译: 用于调整现有呼叫流的系统和方法,其中所述呼叫流进一步包括相关联的数据集,包括:激活所述现有呼叫流,所述现有呼叫流产生设计用于从呼叫者获取信息的一系列问题; 确定是否发生了异常情况; 允许用户响应异常情况激活异常调用流程; 当发生异常情况时,保留与呼叫流相关联的数据集; 调整数据集,使得呼叫流处理异常状况; 分析适应的数据集以确定其是否是唯一的; 以及如果所适配的数据集是唯一的,则修改现有的呼叫流以合并适应的数据集。