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US 2026/0081997 A1Published application
Generation of user-specific telephony prompts
AssigneeAvaya Management L.P.
InventorsKevin Richard Plain, Ryan Robison
Life of this patent
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AssigneeAvaya Management L.P.
InventorsKevin Richard Plain, Ryan Robison
Estimating the term…
Contact centers that handle real-time interactions with customers commonly utilize automated agents to handle one set of work items while human agents handle the work items that are more complicated, rare, or otherwise unable to be successfully resolved by an automated agent. Customers may erroneously select a human agent when an automated agent would suffice and, similarly, may be forced to wade through automated options when a human agent is required. Systems and methods disclosed herein provide for the determination of a reason, or a prioritized list of reasons, for a call and present resolution options to a specific customer for that specific reason(s). As a result, the resources of the contact center are better utilized and the customer experience improved.
A system, comprising:
A method, comprising:
A computer-readable medium comprising one or more computer readable instructions that, when read by a microprocessor, cause the microprocessor to execute computer readable instructions to perform:
Dependencies are inferred from the claim text.