| 发明名称 | System and method for servicing a call | ||
| 摘要 | 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. | ||
| 申请公布号 | US9288320(B2) | 申请公布日期 | 2016.03.15 |
| 申请号 | US201113327319 | 申请日期 | 2011.12.15 |
| 申请人 | Nuance Communications, Inc. | 发明人 | Springer Stephen R. |
| 分类号 | H04M1/64;H04M3/493;H04M3/42 | 主分类号 | H04M1/64 |
| 代理机构 | Wolf, Greenfield & Sacks, P.C. | 代理人 | Wolf, Greenfield & Sacks, P.C. |
| 主权项 | 1. 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; andservicing 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. | ||
| 地址 | Burlington MA US | ||