Method for identifying and responding to chronic callers in an interactive voice response system

摘要

An interactive voice response system (IVR) ( 100 ) has a communications interface ( 110 ), a memory ( 104 ), and a controller ( 102 ). The controller is programmed to monitor ( 202 ) a frequency of call activity for each caller, establish ( 208 ) a redirection criterion, and redirect ( 210 ) a caller to special services when the frequency of call activity of said caller satisfies the redirection criterion.