System and method for monitoring an automated voice response system
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United States of America Patent
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Jun 11, 2013
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app pub date -
Feb 10, 2012
filing date -
Mar 15, 2002
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Abstract
A system and method for monitoring an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script with a plurality of instructions. A visual representation of the audio communication is presented to an agent substantially simultaneously with the audio communication based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.
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