System and method for virtual interactive response unit
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United States of America Patent
Stats
-
Jul 1, 2003
Grant Date -
Aug 1, 2002
app pub date -
Jan 29, 2001
filing date -
Jan 29, 2001
priority date (Note) -
Expired
status (Latency Note)
Importance
Abstract
A virtual interactive response (VIR) system mimics and enhances interactive voice response (IVR) technology by using humans to drive the voice recognition unit (VRU) speech recognition functionality. This VIR system initiates a dialogue with the customer by prompting the customer with an initial welcoming message. Calls from a customer are initially made in a first region having high labor costs, but are then directed to an overseas location using voice over Internet protocol (VOIP) or other voice communications technology. The calls are then directed to an appropriate human agent at the overseas location who then listens to the customer's query and makes a decision on how to respond to the customer.
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