Call routing from manual to automated dialog of interactive voice response system
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United States of America Patent
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Oct 19, 2004
Grant Date -
Jan 8, 2004
app pub date -
Jul 5, 2002
filing date -
Jul 5, 2002
priority date (Note) -
Expired
status (Latency Note)
Importance
Abstract
A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
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