Dynamically switching communications to text interactions
AssigneesInteractive Intelligence, Inc., Interactive Intelligence Group, Inc.
InventorsKalpit Patel, Richard J. Walsh, Michael David Snyder
Life of this patent
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Abstract
Methods for dynamically switching communications to text interactions are provided. In one example, a method includes the steps of receiving a phone call and determining a voice queue wait time exceeds a predetermined threshold. The phone call is routed to a speech-to-text queue based on the determination, and an audio signal associated with the phone call is converted to an instant message interaction.
Claims8
A method for dynamically switching communications to text interactions, the method comprising the steps of:
- receiving a phone call;
- determining a voice queue wait time exceeds a predetermined threshold;
- routing the phone call to a speech-to-text queue;
- converting an audio signal associated with the phone call to an instant message interaction.
A method for dynamically switching communications to text interactions, the method comprising the steps of:
- receiving an incoming communication;
- determining a wait time associated with a first queue exceeds a predetermined threshold;
- routing the incoming communication to a second queue;
- and
- converting an audio signal associated with the incoming communication to an instant message conversation.
A method for dynamically switching communications to text interactions, the method comprising the steps of:
- receiving an incoming communication;
- determine an interaction type based on an interaction factor;
- assigning the interaction type to the incoming communication based at least in part on the interaction factor;
- and
- routing the incoming communication to a queue based at least in part on the interaction type.
Dependencies are inferred from the claim text.