System and method of determining call treatment of repeat calls
First Claim
1. A method of handling a call received at an automated call routing system, the method comprising:
- determining a threshold time period;
determining whether the call qualifies as a repeat call based on the threshold time period;
accessing an action-object table to assign a task to the call;
comparing, when the call qualifies as a repeat call, the task of the call to a task of a prior call to determine whether the call is a repeat call; and
when the call is the repeat call. determining based on the task of the call whether the repeat call is to receive one of a first treatment type and a second treatment type, wherein the second treatment type includes providing access to a self-service automated system.
2 Assignments
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Accused Products
Abstract
A method and system of handling a call received at a call center is disclosed. The method includes determining that the call is a repeat call, determining whether the repeat call is to receive a first treatment type and servicing the repeat call with the first treatment type when the repeat call is determined to receive the first treatment type. The system includes an automated call processing system, a first computer readable memory including a repeat caller definition table, a second computer readable memory including a repeat caller action-object table, and a third computer readable memory including a special treatment resolution table. The automated call processing system has access to the repeat call definition table to identify a repeat call request and has access to the action-object table and the special treatment resolution table to determine whether the identified repeat call is to receive a first treatment type.
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Citations
16 Claims
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1. A method of handling a call received at an automated call routing system, the method comprising:
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determining a threshold time period; determining whether the call qualifies as a repeat call based on the threshold time period; accessing an action-object table to assign a task to the call; comparing, when the call qualifies as a repeat call, the task of the call to a task of a prior call to determine whether the call is a repeat call; and when the call is the repeat call. determining based on the task of the call whether the repeat call is to receive one of a first treatment type and a second treatment type, wherein the second treatment type includes providing access to a self-service automated system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system comprising:
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an automated call processing system; a first computer readable memory including a repeat caller definition table; a second computer readable memory including a repeat caller action-object table; a third computer readable memory including a special treatment resolution table; and wherein the automated call processing system has access to the repeat call definition table to identify a repeat call request, and has access to the action-object table and the special treatment resolution table to determine whether the identified repeat call is to receive one of a first treatment type and a second treatment type, wherein the second treatment type includes providing access to a self-service automated system. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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Specification