发明名称 |
PROCESSING OUT-OF-ORDER CALLER RESPONSES DURING AUTOMATED CALL PROCESSING |
摘要 |
A system and method for processing out-of-order caller responses (91) dur ing 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 n on-sequential dialogue between the caller (36) and the call center (30). An interaction with the caller (36) is based on a script. Ordered information-g athering queries (84), including automated voice prompts are sent (71) to th e caller (36) by executing the script. Responses from the caller (36) are ev aluated (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 response s. The ordering of the information-gathering queries (84) is dynamically mod ified (73) prior to selecting a next of the information-gathering queries to send.
|
申请公布号 |
CA2662829(A1) |
申请公布日期 |
2008.02.21 |
申请号 |
CA20072662829 |
申请日期 |
2007.08.15 |
申请人 |
INTELLISIST, INC. |
发明人 |
JIANG, HAODONG HOWARD;ODINAK, GILAD;SUTHERLAND, ALASTAIR;WAALKES, ADAM |
分类号 |
H04M3/51;H04M3/22;H04M3/527 |
主分类号 |
H04M3/51 |
代理机构 |
|
代理人 |
|
主权项 |
|
地址 |
|