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.
Claims10
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,
- wherein the method further comprises determining if a plurality of previous calls belong to a chain of repeat calls for said reason, if said searching step finds a plurality of previous calls with said reason from said caller;
- and wherein the method further comprises configuring the interactive voice response to change a status of the previous call to non-completion if the reason for the call was not solved.
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,
- wherein said system further comprises means for determining if a plurality of previous calls belong to a chain of repeat calls for said reason if said searching means finds a plurality of previous calls from said caller with said reason, and
- wherein the system is configured to change the status of the previous call to non-completion if the reason for the call was not solved.
Dependencies are inferred from the claim text.