System and method for servicing a call
AssigneeNuance Communications, Inc.
InventorStephen R. Springer
Life of this patent
Estimating the term…
Abstract
A call from a caller to an interactive voice response (IVR) system may be serviced based on behavior by the caller in one or more prior calls to the IVR system. The call may be serviced by predicting information to be used in servicing the call. Predicting such information may include analyzing data reflecting behavior by the caller in one or more prior calls to the IVR system.
Claims19
A method for servicing a call between a caller and an interactive voice response (IVR) system, the method comprising:
- using at least one processor to perform:
- identifying data reflecting behavior by one or more other callers, in one or more prior calls with the IVR system, whose identifying information at least partially matches information identifying the caller;
- and
- servicing the call by predicting information to be used in servicing the call, wherein the predicting comprises analyzing the identified data reflecting behavior by one or more other callers in the one or more prior calls with the IVR system, wherein each of the one or more other callers is different from the caller.
A system for servicing a call between a caller and an interactive voice response (IVR) system, the system comprising:
- at least one processor programmed to:
- identify data reflecting behavior by one or more other callers, in one or more prior calls with the IVR system, whose identifying information at least partially matches information identifying the caller;
- and
- service the call by predicting information to be used in servicing the call, wherein the predicting comprises analyzing the identified data reflecting behavior by one or more other callers in one or more prior calls with the IVR system, wherein each of the one or more other callers is different from the caller.
An interactive voice response (IVR) system configured to service calls from a plurality of callers, the IVR system comprising:
- a dialog module configured to gather information for the IVR system, wherein for a call from a caller, the dialog module is configured to gather at least some of the information used by the IVR system to service the call based at least in part on data reflecting behavior by one or more other callers in one or more prior calls with the IVR system, wherein identifying information of the one or more callers at least partially matches information identifying the caller, and wherein each of the one or more other callers is different from the caller,
- wherein the data reflecting behavior by the one or more other callers is identified by using information identifying the caller.
Dependencies are inferred from the claim text.