PROCESSING OUT-OF-ORDER CALLER RESPONSES DURING AUTOMATED CALL PROCESSING

摘要

A system and method for processing out-of-order caller responses (91) during automated call processing (40) is provided. A call session of a caller (36) into a call center (30) is monitored. The call session (40) includes a non-sequential dialogue between the caller (36) and the call center (30). An interaction with the caller (36) is based on a script. Ordered information-gathering queries (84), including automated voice prompts are sent (71) to the caller (36) by executing the script. Responses from the caller (36) are evaluated (72) against a topic of conversation addressed in the script through call disposition criteria. A determination is made as to whether an affect on the ordering by the call disposition criteria is met through the responses. The ordering of the information-gathering queries (84) is dynamically modified (73) prior to selecting a next of the information-gathering queries to send.