| 摘要 |
A method may include receiving a call from a caller and interacting with the caller, via an interactive voice response (IVR) unit, to identify first information associated with a reason for the call. The method may also include accessing a database storing second information associated with the caller, identifying third information to be provided to the caller based on the stored second information and providing the third information to the caller prior to forwarding the call to an agent. |
