IDEAL CALL PROCESSING TRANSFER FROM AUTOMATIC SYSTEM TO HUMAN OPERATOR, BASED ON PREDICTION OF AUTOMATION VALIDITY AND PREDICTION OF OPERATOR LOAD

摘要

PROBLEM TO BE SOLVED: To provide a dynamic policy for switching from an automatic or user-oriented call processing system to a human operator, according to the consideration on the likelihood of a failure in exchanging with the call processing system, estimation on expected time or frustration in relation to the use of the system, and a present load to the human operator.

SOLUTION: The system and the method utilize a probability model, being structured from logged data, on the behavior of the system and the users. A deterministic analysis and a corresponding model of an ideal determination in regard to the call transfer from the automatic system to the human operator are provided. The method is used for a variety of call processing systems, including systems based on touch-tone and voice recognition.

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