Voice print tagging of interactive voice response sessions

摘要

Embodiments of the invention provide a method, system and computer program product for voice print tagging for interactive voice response (IVR) session management. In an embodiment of the invention, a method of voiceprint tagging for IVR session management is provided. The method includes establishing an IVR session for a caller from over a network and presenting a portion of the IVR session to the caller over the network. The method also includes storing a voiceprint tag in memory associating a voiceprint of the caller with a portion of the IVR session. Finally, the method includes responding to a premature termination of the IVR session by re-establishing the prematurely terminated IVR session with the caller at the portion of the IVR session indicated by the voiceprint tag of the caller.

主权项

1. An interactive voice response (IVR) data processing system configured for voiceprint tagging for IVR session management, the system comprising:
a host gateway configured to receive calls from different callers over a communications network; an IVR system executing in memory of a computing system and establishing IVR sessions with the different callers; and, a voiceprint tagging module coupled to the IVR system and comprising program code enabled to store a voiceprint tag in memory associating a voiceprint of a caller interacting with the IVR system in a corresponding IVR session, with a portion of the IVR session, and to respond to a premature termination of the corresponding IVR session, by re-establishing the prematurely terminated IVR session with the caller at the portion of the corresponding IVR session indicated by the voiceprint tag of the caller.