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.

主权项

1. 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, wherein for an item of information in the at least some of the information used by the IVR system to service the call, the dialog module is configured to determine whether to gather the item of information from the caller or a source other than the caller based at least in part on data reflecting behavior by the caller in one or more prior calls with the IVR system, the IVR system further comprising: a predictor module configured to predict, from the data, the item of information used by the IVR system to service the call, wherein the predictor module is further configured to output a confidence value associated with the item of information predicted by the predictor module.