公开(公告)号：US12289426B2

公开(公告)日：2025-04-29

申请号：US17975833

申请日：2022-10-28

Applicant: Cisco Technology, Inc.

Inventor： Nagendra Channasagara Lakshman

IPC: H04M3/493 ,  G10L15/18 ,  H04M3/51

Abstract: At a contact center that operates to provide customer service to callers by receiving calls from the callers and directing the callers to desired endpoints that deliver information to the callers based upon an expressed intent of each caller associated with each call, a current call by the contact center is processed utilizing an Interactive Voice Response (IVR) model or a Conversational Menu (CM) model. The IVR model processes the current call by directing the current caller to a selected endpoint via navigation through a specific navigational path of nodes in a hierarchical IVR tree of nodes. The CM model processes the call by analyzing a verbal utterance of the current caller at an initiation of the current call and directing the caller to the selected endpoint so as to bypass nodes within the specific navigational path of nodes of the hierarchical IVR tree of nodes.

公开(公告)号：US20240146842A1

公开(公告)日：2024-05-02

申请号：US17975833

申请日：2022-10-28

Applicant: Cisco Technology, Inc.

Inventor： Nagendra Channasagara Lakshman

IPC: H04M3/493 ,  G10L15/18 ,  H04M3/51

CPC classification number: H04M3/4936 ,  G10L15/1822 ,  H04M3/5166 ,  H04M3/5175

Abstract: At a contact center that operates to provide customer service to callers by receiving calls from the callers and directing the callers to desired endpoints that deliver information to the callers based upon an expressed intent of each caller associated with each call, a current call by the contact center is processed utilizing an Interactive Voice Response (IVR) model or a Conversational Menu (CM) model. The IVR model processes the current call by directing the current caller to a selected endpoint via navigation through a specific navigational path of nodes in a hierarchical IVR tree of nodes. The CM model processes the call by analyzing a verbal utterance of the current caller at an initiation of the current call and directing the caller to the selected endpoint so as to bypass nodes within the specific navigational path of nodes of the hierarchical IVR tree of nodes.