Methods and apparatus for automatic call routing including disambiguating routing decisions
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Jul 31, 2001
Grant Date -
N/A
app pub date -
Jul 29, 1998
filing date -
Jul 29, 1998
priority date (Note) -
Expired
status (Latency Note)
Importance
Abstract
An automatic call routing system for directing a call to a desired destination. The routing system poses questions to a caller and uses the caller's responses create a query which is used to direct the call to a destination associated with one of a plurality of documents created during a training phase. The documents are created by receiving calls, collecting caller contributions to each call, directing each call to a destination by a human operator, and storing and processing the caller contributions to each call directed to a particular destination. If a caller's responses do not permit a call to be unambiguously routed to a destination, the routing system poses clarifying questions and receives caller responses. The caller responses are used to create a refined query for use in a subsequent attempt to route the call.
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