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Interactive voice response system with partial human monitoring

  • US 7,471,786 B2
  • Filed: 04/15/2005
  • Issued: 12/30/2008
  • Est. Priority Date: 04/15/2005
  • Status: Active Grant
First Claim
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1. A method comprising:

  • selecting a dialog sequence from a non-empty set S of dialog sequences, wherein each of said dialog sequences has a human-monitoring requirement; and

    executing said dialog sequence during a call that involves an interactive voice response system;

    wherein the selection of said dialog sequence is based on;

    (i) said human-monitoring requirements,(ii) the availability of one or more service agents, and(iii) a partial ordering on said set S; and

    wherein when none of said service agents is available, the selected dialog sequence;

    (i) is a member of set T={d ∈

    S |d has no predecessors}, and(ii) has the least human-monitoring requirement in set T.

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