Guiding calls via graphical user interface

摘要

A user device may display, via a graphical user interface, questions associated with a voice menu that is used by an interactive voice response (IVR) system to forward calls. The user device may obtain, via the graphical user interface, user responses to the questions. In addition, the user device may send information corresponding to the user responses to the questions to a remote device. The remote device may query the IVR system to identify a call agent, in a call center, whose profile matches the information, obtain contact information of the call agent from the IVR system, and send the contact information to the user device. Furthermore, the user device may receive the contact information from the remote device and display the contact information via the graphical user interface.

主权项

1. A method comprising:
displaying, via a graphical user interface at a user device, questions corresponding to questions in a voice menu that is used by an interactive voice response (IVR) system to forward calls; obtaining, via the graphical user interface, user responses to the questions, the questions providing options for selecting a self-serve system and a call agent; when the call agent is selected, sending information corresponding to the user responses to a first device, wherein the first device is configured to:
query the IVR system to identify the call agent, in a call center, whose profile matches the information, andobtain contact information of the identified call agent from the IVR system; and when the self-serve system is selected, sending information corresponding to the user responses to a second device, wherein the second device is configured to:
process the information via a virtual agent, andobtain an output from the virtual agent as a result of the processing; and displaying either the contact information or the output from the virtual agent at the user device.