发明名称 |
System and Method for Call Flow Generation Via Real-Time Tracking of Guided Problem Resolution |
摘要 |
Systems and methods for adapting an existing call flow wherein the call flow further comprises an associated data set, comprising: activating the existing call flow, the existing call flow generating a series of questions designed to obtain information from a caller; determining if an exception condition has occurred; allowing a user to activate an exception call flow in response to the exception condition; retaining the data set associated with the call flow when the exception condition occurred; adapting the data set such that the call flow addresses the exception condition; analyzing the adapted data set to determine if it is unique; and, modifying the existing call flow to incorporate the adapted data set if the adapted data set is unique.
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申请公布号 |
US2011211687(A1) |
申请公布日期 |
2011.09.01 |
申请号 |
US20100714368 |
申请日期 |
2010.02.26 |
申请人 |
INTERNATIONAL BUSINESS MACHINES, INC. |
发明人 |
BETHEA TIMOTHY J.;BOYETTE NEIL H.;CHENG ISAAC KAM-CHAK;KRISHNA VIKAS;RANKIN YOLANDA A.;YU YONGSHIN |
分类号 |
H04M3/00 |
主分类号 |
H04M3/00 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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