Machine assisted system for processing and responding to requests
First Claim
Patent Images
1. A system for responding to requests, said system comprising:
- an IVR for identifying a requestor and for querying said requester for relevant information;
an unit of work record, for attaching said relevant information to said unit of work record;
a routing switch in communication with said IVR;
a database including information relative to said requester, said database also in communication with said routing switch such that information from both said IVR and said database can be combined and forwarded;
a device in communication with said routing switch, for distributing the relevant information and the database information exiting the routing switch; and
a receiver adapted to receive said relevant information and said database information from said device during said call and for responding to said requests.
1 Assignment
0 Petitions
Accused Products
Abstract
A system is disclosed in which a caller may provide certain information during a call to an interactive voice response unit, prior known information about the caller may be stored in a computerized database, and an agent terminal may access the information in the database and collected at the interactive voice response unit, during the call, such that information collected from the caller before arriving at the agent does not have to be recollected from the caller by the agent.
32 Citations
3 Claims
-
1. A system for responding to requests, said system comprising:
-
an IVR for identifying a requestor and for querying said requester for relevant information;
an unit of work record, for attaching said relevant information to said unit of work record;
a routing switch in communication with said IVR;
a database including information relative to said requester, said database also in communication with said routing switch such that information from both said IVR and said database can be combined and forwarded;
a device in communication with said routing switch, for distributing the relevant information and the database information exiting the routing switch; and
a receiver adapted to receive said relevant information and said database information from said device during said call and for responding to said requests. - View Dependent Claims (2, 3)
-
Specification
-
- Resources
Litigation Campaign Assessment
Thank you for your request. You will receive a custom alert email when the Litigation Campaign Assessment is available.
×
-
Current AssigneeTpusa Incorporated (Teleperformance International)
-
Original AssigneeTpusa Incorporated (Teleperformance International)
-
InventorsReese, Ralph H., Truitt, Alan R.
-
Application NumberUS10/002,508Publication NumberTime in Patent OfficeDaysField of SearchUS Class Current379/88.01CPC Class CodesH04M 3/5166 in combination with interac...H04M 3/5183 Call or contact centers wit...
