公开(公告)号：US20250030800A1

公开(公告)日：2025-01-23

申请号：US18223037

申请日：2023-07-18

Applicant: NICE LTD.

Inventor： Sean PURDY ,  Sudarshan Kannan

IPC: H04M3/51 ,  G10L13/04 ,  G10L15/18

Abstract: A computer-implemented method for playing a personalized voice recording with a status update to follow-up customer on an inbound call in a contact center. The computer-implemented method includes marking one or more open tickets as predicted for follow-up inbound call and predicted date and time for the follow-up call in an inbound database; updating status of one or more open ticket marked as predicted for follow-up inbound call and predicted date and time; converting the updated status to a voice recording; and operating an inbound software to identify an inbound call as a follow-up inbound call of a customer received via a Voice over Internet Protocol (VoIP) network communicating with a customer's mobile device. The customer has an open ticket with an updated status and playing voice recording with the status update in the identified inbound call, thus reducing customers waiting time and agents' workload.