Telephone call processing in an interactive voice response call management system
First Claim
Patent Images
1. A method of processing a telephone call placed to an interactive voice response system of a customer service center of a telecommunications carrier, comprising:
- receiving a call from a caller;
presenting a sequence of menu messages to the caller that represent caller tasks, the sequence of menu messages being arranged in an order so that more frequently requested tasks are played to the caller before less frequently requested tasks are played to the caller;
prompting the caller to select from one of the menu messages; and
routing the call in accordance with the caller'"'"'s selection.
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0 Petitions
Accused Products
Abstract
The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu messages are arranged and played to the caller in the order of the most frequently requested tasks and include terminology commonly used by customers.
231 Citations
24 Claims
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1. A method of processing a telephone call placed to an interactive voice response system of a customer service center of a telecommunications carrier, comprising:
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receiving a call from a caller;
presenting a sequence of menu messages to the caller that represent caller tasks, the sequence of menu messages being arranged in an order so that more frequently requested tasks are played to the caller before less frequently requested tasks are played to the caller;
prompting the caller to select from one of the menu messages; and
routing the call in accordance with the caller'"'"'s selection. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method of processing a telephone call placed to an interactive voice response system of a customer service center of a telecommunications carrier, comprising:
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receiving a call from a caller;
presenting a sequence of main menu messages to the caller, at least one of the menu messages representing groups of customer tasks;
prompting the caller to select from one of the main menu messages;
presenting a sequence of sub-menu messages to the caller;
prompting the caller to select from one of the sub-menu messages;
routing the call in accordance with the caller'"'"'s selection. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16)
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17. A telecommunications system for receiving telephone calls at a customer service center, said telecommunications system comprising:
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an interactive voice response unit that provides at least one menu of messages representing customer tasks requested by customers, said at least one menu being arranged in an order so that more frequently requested tasks are played to the caller before less frequently requested tasks are played to the caller, wherein the caller is prompted to select a menu message and the call is routed in accordance with the caller'"'"'s selection. - View Dependent Claims (18, 19)
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20. A computer readable medium for storing a computer program that processes a telephone call in an interactive voice response system, said medium comprising:
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a presenting source code segment that presents a sequence of menu messages to the caller that represent caller tasks, said sequence of menu messages being arranged in an order so that more frequently requested tasks are played to the caller before less frequently requested tasks are played to the caller;
a prompting source code segment that prompts the caller to select from one of said menu messages; and
a routing source code segment that routes the call in accordance with the caller'"'"'s selection. - View Dependent Claims (21, 22, 23, 24)
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Specification