Modification of voice prompting based on prior communication in a call center
Number of patents in Portfolio can not be more than 2000
United States of America Patent
Stats
-
Jul 6, 2004
Grant Date -
Nov 6, 2003
app pub date -
Jul 30, 1999
filing date -
Jul 30, 1999
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
A call center is configured such that voice prompts provided to a given caller are modified based on prior e-mail notifications or other non-telephonic communications between the call center and that caller. In an illustrative embodiment, information regarding at least one previous non-telephonic communication with a given caller is stored in a database or other memory accessible to the call center. When the given caller places a subsequent call to the call center, the call center retrieves the stored information for that caller, and selects voice prompts for the caller based at least in part on the e-mails or other non-telephonic communications previously sent to the caller. The call is then routed to an appropriately-skilled agent based at least in part on a response of the caller to the voice prompt. Additional information relating to the previous non-telephonic communication, e.g., a copy or summary of the communication, may be transmitted to the agent that receives the call.
First Claim
Family
International Classification(s)
Cited Art Landscape
Patent Citation Ranking
Advertisement
Advertisement
Advertisement
Recipient Email Address
Recipient Email Address
Comment
Recipient Email Address
Add to Portfolio(s)
To add this patent to one, or more, of your portfolios, simply click the add button.
This Patent is in these Portfolios:
Add to additional portfolios:
Last Refreshed On:
Changes done successfully