Methods and apparatus for call back disposition and re-evaluation in interactive voice response based customer care

• US 8,041,019 B2
• Filed: 01/10/2007
• Issued: 10/18/2011
• Est. Priority Date: 01/12/2006
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Speechcycle Incorporated (Synchronoss Technologies Incorporated)
• Inventors: Pan, Alan, Gorelov, Zor, Pieraccini, Roberto
• Primary Examiner(s): Elahee; Md S
• Application Number:
  US11/651,822
• Publication Number:
  US 20070165808A1
• Time in Patent Office: 1,742 Days
• Field of Search: 379/67.1, 379/88.23, 379/142.04, 379/76, 379/88.01, 379/88.16, 379/88.19, 379/88.2, 379/88.25, 379/112.01, 379/209.01, 379/210.01, 379/917, 370/352
• US Class Current: 379/209.01
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: Y10S 379/917 Voice menus

Abstract

An interactive voice response (IVR) system which assists in identifying repeat callers, understanding whether they are calling for the same reason as one of their previous calls, and properly disposing of the call. If the repeat caller is calling for the same reason, information from the previous call (or the previous calls) is retrieved and an action based on a defined business logic for repeat callers may then be executed for the current call.

Claims

1. A method of call back disposition and re-evaluation in interactive voice response based customer care, comprising the steps of:

identifying a caller of an incoming call;

determining a reason for said call;

searching for a previous call from said caller with said reason; and

selecting a predetermined action and performing the predetermined action upon identification of said caller,

wherein the method further comprises determining if a plurality of previous calls belong to a chain of repeat calls for said reason, if said searching step finds a plurality of previous calls with said reason from said caller; and

wherein the method further comprises configuring the interactive voice response to change a status of the previous call to non-completion if the reason for the call was not solved.

2. The method according to claim 1, further comprising:

re-evaluating a status of the previous call if it is determined that the reason for the call was non-completion of the previous call.

3. The method according to claim 1, wherein said searching step searches for the previous call within a predetermined window of time.

4. The method according to claim 1, further comprising:

determining for the chain of repeat calls, which one of the plurality of previous calls is most recent.

5. The method according to claim 1, wherein said searching step includes the step of finding a plurality of chains of repeat calls from said caller, and further comprising the steps of assessing reasons for each chain and determining whether the caller is calling again for one of the reasons.

6. A system for call back disposition and re-evaluation in interactive voice response based customer care, comprising:

means for identifying a caller of an incoming call;

means for determining a reason for said call;

means for searching for a previous call from said caller with said reason ; and

means for selecting a predetermined action and performing the predetermined action upon identification of said caller,

wherein said system further comprises means for determining if a plurality of previous calls belong to a chain of repeat calls for said reason if said searching means finds a plurality of previous calls from said caller with said reason, and

wherein the system is configured to change the status of the previous call to non-completion if the reason for the call was not solved.

7. The system according to claim 6, further comprising:

means for re-evaluating a status of the previous call if it is determined that the reason for the call was non-completion of the previous call.

8. The system according to claim 6, wherein said searching means searches for the previous call within a predetermined window of time.

9. The system according to claim 6, further comprising:

means for determining for the chain of repeat calls, which one of the plurality of previous calls is most recent.

10. The system according to claim 6, wherein, if said searching means finds a plurality of chains of repeat calls, said means for performing the predetermined action assesses reasons for each chain determines whether the caller is calling again for one of the reasons.