Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-07-11
2006-07-11
Escalante, Ovidio (Department: 2645)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S266070
Reexamination Certificate
active
07076049
ABSTRACT:
A method is provided for designing an interface system. The method includes receiving a call from a customer at a call center, and logging a reason the customer is calling the call center. Subsequently, reasons from multiple customers are collected and categorized into task categories to be performed by the interface system. Menu options can then be designed based upon the task categories. The menu options include some of the language the customers used to express the reason for calling the call center. Performance of the interface system is evaluated by using cumulative response time (CRT), which is a total time a user interfaces with the system, and routing accuracy. The routing accuracy accounts for whether the user successfully navigated the interface system to a correct destination, whether the user navigated to an incorrect destination, and whether the user did not navigate to any destination.
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Bushey Robert R.
Liddell Gregory W.
Martin John M.
Pasquale Theodore
Escalante Ovidio
Greenblum & Bernstein P.L.C.
SBC Technology Resources Inc.
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