Methods, systems, and computer program products for providing human-assisted natural language call routing

摘要

Exemplary embodiments relate to methods, systems, user devices and computer program products for providing human-assisted natural language call routing. Systems include a call interface device on an IVR system for receiving a telephone call from a caller. The system also includes a level one agent processing module for facilitating the handling of the telephone call when it is not directed by the IVR system after an initial interaction and a second interaction between the caller and the IVR system. The system further includes a level two agent processing module for facilitating the handling of the telephone call when it is not directed by the IVR system after the initial interaction and when a level two agent is available. In addition the system includes a level three agent processing module for facilitating the handling of the telephone call when a level three agent is available.