PREDICTIVE DIALING SYSTEM AND METHOD

摘要

Predictive dialing system (100) and method is disclosed. Telephone numbers from a call list (Fig. 2) are automatically dialed and response received is analyzed. Message content in the response is detected using a speech recognizer and one or more follow-up actions based on the message content are performed. The follow-up actions may include rescheduling the call if the telephone number dialed is busy, not answering, or otherwise not working. Another follow-up action may include dynamically updating the list of telephone numbers in the call list, for example, if an operator message indicating that the phone number is no longer in service or that phone number has changed to a new number. Yet another follow-up action may include transferring the call to a live agent, for example, if a live greeting is received.