Call Routing from First to Second Dialog of Interactive Voice Response System
First Claim
Patent Images
1. A method of routing a customer'"'"'s call to either a manual dialog or an automated dialog of a customer service call system, comprising the steps of:
- detecting a task to be solved by the call;
determining a probability value, representing the probability that the task will be solved by the automated dialog;
predicting the hold time to reach the manual dialog;
calculating a wait index as a function of the hold time and the probability value;
comparing the results of the calculating step to a threshold wait index; and
routing the call to the manual dialog or the automated dialog, based on the results of the comparing step.
3 Assignments
0 Petitions
Accused Products
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.
14 Citations
21 Claims
-
1. A method of routing a customer'"'"'s call to either a manual dialog or an automated dialog of a customer service call system, comprising the steps of:
-
detecting a task to be solved by the call; determining a probability value, representing the probability that the task will be solved by the automated dialog; predicting the hold time to reach the manual dialog; calculating a wait index as a function of the hold time and the probability value; comparing the results of the calculating step to a threshold wait index; and routing the call to the manual dialog or the automated dialog, based on the results of the comparing step. - View Dependent Claims (2, 3, 4, 5, 6, 7)
-
-
8. A routing system for customer service system, which has alternative manual and automated dialogs for solving customer problems, comprising:
-
a problem detection process that elicits the task to be performed from the customer; and a routing unit that performs the following process;
determines a probability value, representing the probability that the task will be solved by the automated dialog;
predicts the hold time to reach the manual dialog;
calculates a wait index as a function of the hold time and the probability value;
compares the results of the calculating step to a threshold wait index; and
routes the call to the manual dialog or the automated dialog, based on the results of the comparing step. - View Dependent Claims (9, 10, 11, 12, 13, 14)
-
-
15. A routing system for customer service system, which has alternative manual and automated dialogs for solving customer problems, comprising:
-
a problem detection process that elicits the task to be performed from the customer; a routing unit that performs the following process;
determines a probability value, representing the probability that the task will be solved by the automated dialog;
predicts the hold time to reach the manual dialog;
calculates a wait index as a function of the hold time and the probability value;
compares the results of the calculating step to a threshold wait index; and
routes the call to the manual dialog or the automated dialog, based on the results of the comparing step;an automated dialog process which presents queries to the customer, receives responses to the queries, and generates new queries based on the responses. - View Dependent Claims (16, 17, 18, 19, 20)
-
-
21. (canceled)
Specification