| 摘要 |
<p>A system for automated handling of call interactions includes an automated interrogation device (10), typically having interactive voice response (IVR) capability (26), with local memory (24) for storing subset records. Each subset record corresponds to a master record (16) that is remotely stored. The subset record contains sufficient information to allow a calling party to complete an identification process and to at least initiate an intended operation. For example, in a banking environment, the locally stored information may include customer names, account identifications, account balances, dates, and other information that is commonly requested by bank customers. In response to an incoming call, IVR queries are directed to the calling party and the appropriate subset record is accessed. Preferably, the subset record is retrieved to temporary storage, such as random access memory (30). Thus, there are temporarily three storages of record material specific to the calling party. Information within the subset record is readily accessible without an on-line connection to the remote storage of the corresponding master record. However, data exchanges are frequently implemented in order to match information in the subset records with information in the master records. <IMAGE></p> |
