System and method for managing a dynamic call flow during automated call processing

A method for managing a dynamic call flow during automated call processing, comprising:

• monitoring by an agent, a call session of a caller;
• receiving caller attributes subjectively determined by the agent;
• evaluating the caller attributes in relation to the caller during the call session;
• identifying those caller attributes, which are unique to at least one of the caller and the call session;
• adjusting an interface of the caller by automatically selecting call flow parameters comprising at least one of language, detail level of the call, word choice, volume, and speed of the call, and customizing the selected call flow parameters by one of increasing and decreasing a level of one of the language, detail level of the call, word choice, volume, and speed of the call based on the unique caller attributes;
• and
• changing a recognition grammar for performing speech recognition based on the unique caller attributes.

A system for managing a dynamic call flow during automated call processing, comprising:

• a recognition server to accommodate calls from a plurality of callers into a call center through monitored call sessions;
• an agent console to manage a call flow for each call session by receiving caller characteristics subjectively determined by an agent, evaluating the caller characteristics and physical conditions in relation to the call, identifying those caller characteristics and physical conditions, which are respectively unique among the callers and the calls, adjusting an interface of the caller by automatically selecting call flow parameters comprising at least one of language, detail level of the call, word choice, volume, and speed of the call, customizing the selected call flow parameters by one of increasing and decreasing a level of one of the language, detail level of the call, word choice, volume, and speed of the call based on one or more of the caller characteristics and physical conditions, and changing a recognition grammar for performing speech recognition based on at least one of the caller characteristics and physical attributes;
• and
• a database to store the caller characteristics, physical conditions, and call flow parameters in a database.

A method for managing a dynamic call flow during automated call processing, comprising:

• accommodating calls from a plurality of callers into a call center through monitored call sessions;
• managing a call flow for each call session, comprising:
• receiving caller characteristics subjectively determined by an agent;
• evaluating the caller characteristics and physical conditions in relation to the call;
• identifying those caller characteristics and physical conditions, which are respectively unique among the callers and the calls;
• and
• adjusting an interface of the caller by automatically selecting call flow parameters comprising at least one of language, detail level of the call, word choice, volume, and speed of the call, and customizing the selected call flow parameters by one of increasing and decreasing a level of one of the language, detail level of the call, word choice, volume, and speed of the call based on one or more of the caller characteristics and physical conditions;
• changing a recognition grammar for performing speech recognition based on at least one of the caller characteristics and physical attributes;
• and
• storing the caller characteristics, physical conditions, and call flow parameters in a database.