System and method for quality of service management with a call handling system
AssigneeHewlett-Packard Development Company, L.P.
InventorSherif Yacoub
Life of this patent
Estimating the term…
Abstract
A system and method for quality of service management within a call handling system is disclosed. The method discloses: initiating a dialog between a contact and an Interactive Voice Response (IVR) module; matching the contact with a predefined contact category; retrieving a predefined quality of service level associated with the contact category; and processing the dialog in accordance with the quality of service level. The system discloses means for effecting the method.
Claims21
A method for quality of service management within a call handling system, comprising:
- collecting information from a dialog between a contact and a call handling system;
- matching the contact with a predefined contact category, the contact category indicating whether the contact is to be connected to an operator or an Interactive Voice Response (IVR) module, wherein matching the contact is based on information collected from the dialog;
- retrieving a predefined quality of service level associated with the predefined contact category;
- and
- providing a dialog service in accordance with the predefined quality of service level.
A method for quality of service management within a call handling system, comprising:
- collecting information from a dialog between a contact and a call handling system;
- matching the contact with a predefined contact category, the contact category indicating whether the contact is to be connected to an operator or an Interactive Voice Response (IVR) module, wherein matching the contact is based on information collected from the dialog;
- retrieving a predefined quality of service level associated with the predefined contact category;
- and
- providing a dialog service in accordance with the predefined quality of service level;
- wherein matching includes matching the contact with a service level agreement;
- wherein processing includes processing the dialog with a set of dialog classifiers used by the IVR module;
- wherein processing includes adjusting performance of an automated speech recognition classifier;
- wherein processing includes combining a set of classifier confidence scores generated the classifiers;
- and
- wherein combining includes, identifying a set of computational resources required to effect each classifier;
- and effecting the classifiers hierarchically beginning with a classifier requiring a least amount of computational resources.
A computer-usable medium embodying computer program code for commanding a computer to effect quality of service management within a call handling system, comprising:
- collecting information from a dialog between a contact and a call handling system;
- matching the contact with a predefined contact category, the contact category indicating whether the contact is to be connected to an operator or an Interactive Voice Response (IVR) module, wherein matching the contact is based on information collected from the dialog;
- retrieving a predefined quality of service level associated with the predefined contact category;
- and
- providing a dialog service in accordance with the predefined quality of service level.
A system for quality of service management within a call handling system, comprising a:
- means for collecting information from a dialog between a contact and a all handling system;
- means for matching the contact with a predefined contact category, the contact category indicating whether the contact is to be connected to an operator or an Interactive Voice Response (IVR) module, wherein matching the contact is based on information collected from the dialog;
- means for retrieving a predefined quality of service level associated with the predefined contact category;
- and
- means for providing a dialog service in accordance with the predefined quality of service level.
Dependencies are inferred from the claim text.