Methods for managing call traffic at a virtual assistant server
AssigneeKore.Ai, Inc.
InventorsRajkumar Koneru, Prasanna Kumar Arikala Gunalan, Rajavardhan Nalluri
Life of this patent
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Abstract
A virtual assistant server receives a web request such as a HTTP request with one or more call parameters corresponding to a call redirected from an interactive voice response server. The virtual assistant server inputs the received one or more call parameters to a predictive model, which identifies, based on the one or more call parameters, an intelligent communication mode to route the redirected call to. Subsequently, the virtual assistant server routes the redirected call to the intelligent communication mode.
Claims18
A method of managing call traffic at a virtual assistant server, the method comprising:
- identifying, by the virtual assistant server, with a model, based on one or more call parameters corresponding to a call redirected from an interactive voice response server, an intelligent communication mode to route the redirected call to;
- determining, by the virtual assistant server, when to override the intelligent communication mode identified by the model to a different intelligent communication mode when a fulfillment parameter of at least one previous call correlated to the call based on the one or more call parameters of the call indicated a prior resolution failure;
- and
- routing, by the virtual assistant server, the redirected call to the intelligent communication mode, wherein the routing further comprises routing the redirected call to the intelligent communication mode when the determining does not identify the override and to the different intelligent communication mode when the override is identified.
A virtual assistant server that manages call traffic, the virtual assistant server comprising:
- a processor;
- and
- a memory coupled to the processor which is configured to be capable of executing programmed instructions stored in the memory to:
- identify with a model, based on one or more call parameters corresponding to a call redirected from an interactive voice response server, an intelligent communication mode to route the redirected call to;
- determine when to override the intelligent communication mode identified by the model to a different intelligent communication mode when a fulfillment parameter of at least one previous call correlated to the call based on the one or more call parameters of the call indicated a prior resolution failure;
- and
- route the redirected call to the intelligent communication mode identified by the model based on the one or more call parameters, wherein the route the redirected call further comprises routing the redirected call to the intelligent communication mode when the determining does not identify the override and to the different intelligent communication mode when the override is identified.
A non-transitory computer-readable medium having stored thereon instructions for managing call traffic which when executed by a processor, causes the processor to:
- identify with a model, based on one or more call parameters corresponding to a call redirected from an interactive voice response server, an intelligent communication mode to route the redirected call to;
- determine when to override the intelligent communication mode identified by the model to a different intelligent communication mode when a fulfillment parameter of at least one previous call correlated to the call based on the one or more call parameters of the call indicated a prior resolution failure;
- and
- route the redirected call to the intelligent communication mode identified by the model based on the one or more call parameters, wherein the route the redirected call further comprises routing the redirected call to the intelligent communication mode when the determining does not identify the override and to the different intelligent communication mode when the override is identified.
Dependencies are inferred from the claim text.