Method for making optimal decisions in automated customer care
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United States of America Patent
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Issued Date -
Feb 21, 2008
app pub date -
Jul 2, 2007
filing date -
Jul 3, 2006
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
This invention relates to a method for optimizing the cost of interaction with a caller utilizing an automated interactive voice response system. A plurality of interactions between a caller and an automated interactive voice response system are analyzed. Discrete attributes of the interactions between the callers and the automated interactive voice response system are analyzed, and a set of logical statements relative to the discrete attributes is formulated. The set of logical statements is applied to the interaction with the caller, from which an action is determined.
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