System and method for utilizing virtual agents in an...

Details System and method for utilizing virtual agents in an... System and method for utilizing virtual agents in an...

2011-04-26

2011-04-26

Gauthier, Gerald (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S211020

Reexamination Certificate

active

07933399

ABSTRACT:
The present disclosure provides a system and method configured to establish a connection with a party at an interactive voice response (IVR) system and provide a plurality of virtual agents associated with virtual departments based on a current stage within the process. A caller or party can be prompted with a first virtual agent when addressing content related to a first virtual department and prompted by a second virtual agent when addressing content related to a second virtual department.

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