MANAGING A DYNAMIC CALL FLOW DURING AUTOMATED CALL PROCESSING

摘要

A system and method for managing a dynamic call flow during automated call processing (40) is provided. Calls from a plurality of callers (36) into a call center (30) are accommodated through monitored (71) call sessions (40). A call flow for each call session (40) is managed. Caller characteristics (81) of the caller (36) and physical conditions (81) in relation to the call are evaluated (72). Those caller characteristics (81) and physical conditions (81), which are respectively unique among the callers (36) and the calls, are identified (73). The call flow of each call session (40) is dynamically adjusted (73) by modifying parameters (108) for one or more of the caller characteristics (81) and physical conditions (81). The caller characteristics (81), physical conditions (81), and parameters (108) are stored in a database (105).