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System and method for closed loop decisionmaking in an automated care system

  • US 7,599,861 B2
  • Filed: 03/02/2006
  • Issued: 10/06/2009
  • Est. Priority Date: 03/02/2006
  • Status: Active Grant
First Claim
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1. A system comprising:

  • a) a processor;

    b) a computer memory connected to said processor containing one or more models utilized to process a customer interaction, said customer interaction comprising;

    i) one or more statements made by a customer;

    ii) one or more prompts played for said customer;

    c) a set of computer executable instructions stored in said computer memory and configured to;

    i) coordinate processing of the customer interaction;

    ii) maintain a set of context information related to said customer interaction;

    iii) create a data record comprising information related to said customer interaction from said set of context information;

    iv) store information from said data record in said computer memory;

    v) utilize information from said data record stored in said computer memory, along with information from a plurality of other data records comprising context information gathered during a plurality of interactions with other customers, to automatically create one or more model updates without involvement from a human being;

    vi) automatically update one or more of said models using one or more of said model updates without involvement from a human being;

    wherein the set of computer executable instructions is configured to automatically update one or more of said models using one or more of said model updates without involvement from a human being in response to a trigger, wherein said trigger comprises at least one element selected from the group consisting of;

    i) a usage milestone, wherein the usage milestone is a trigger condition based at least in part on number of interactions processed by the system;

    ii) the creation of the one or more model updates; and

    iii) a schedule, wherein the schedule is a trigger condition based at least in part on elapsed time.

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