Call routing from manual to automated dialog of interactive...

Details Call routing from manual to automated dialog of interactive... Call routing from manual to automated dialog of interactive...

2006-10-10

2006-10-10

Hong, Harry S. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265100, C379S265140, C379S266060

Reexamination Certificate

active

07120244

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.

REFERENCES:
patent: 5511112 (1996-04-01), Szlam
patent: 5561711 (1996-10-01), Muller
patent: 5678002 (1997-10-01), Fawcett et al.
patent: 5884032 (1999-03-01), Bateman et al.
patent: 6141328 (2000-10-01), Nabkel et al.
patent: 6157655 (2000-12-01), Shtivelman
patent: 6389028 (2002-05-01), Bondarenko et al.
patent: 6389400 (2002-05-01), Bushey et al.
patent: 6731722 (2004-05-01), Coffey
patent: 6807274 (2004-10-01), Joseph et al.
patent: 2002/0067823 (2002-06-01), Walker et al.
patent: 2003/0007628 (2003-01-01), Vortman et al.

Affiliated with

Also associated with

Rating

Call routing from manual to automated dialog of interactive... does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Call routing from manual to automated dialog of interactive..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Call routing from manual to automated dialog of interactive... will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-3652616