Methods and apparatus for call back disposition and re-evaluation in interactive voice response based customer care
AssigneeSpeechCycle, Inc.
InventorsRoberto Pieraccini, Zor Gorelov, Alan Pan
Life of this patent
Estimating the term…
Abstract
An interactive voice response (IVR) system which assists in identifying repeat callers, understanding whether they are calling for the same reason as one of their previous calls, and properly disposing of the call. If the repeat caller is calling for the same reason, information from the previous call (or the previous calls) is retrieved and an action based on a defined business logic for repeat callers may then be executed for the current call.
Claims12
A method of call back disposition and re-evaluation in interactive voice response based customer care, comprising the steps of:
- identifying a caller of an incoming call;
- determining a reason for said call;
- searching for a previous call from said caller with said reason;
- and
- selecting a predetermined action and performing the predetermined action upon identification of said caller.
A system for call back disposition and re-evaluation in interactive voice response based customer care, comprising:
- means for identifying a caller of an incoming call;
- means for determining a reason for said call;
- means for searching for a previous call from said caller with said reason ;
- and
- means for selecting a predetermined action and performing the predetermined action upon identification of said caller.
Dependencies are inferred from the claim text.