Importance

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Abstract

The invention provides an automated caller interaction system that interacts with an operator service system via both a telephone network and a data network. When a call is received, the service provider device interacts with the caller to receive information until the service provider determines that operator assistance is required. When an operator is required, the service provider device generates an operator request and sends the request to an operator service system through the telephone network. The operator service system identifies an available operator and the available operator is connected via a voice connection to the calling party through a bridge provided by the service provider device. The operator interacts with the caller, obtains any needed information, and provides such information to the service provider device via the data network. The operator disengages with the caller when the operator assistance is no longer needed and the service provider device resumes control of the interaction with the caller and completes the call.

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First Claim