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System and method for monitoring an automated voice response system

  • US 8,462,935 B2
  • Filed: 02/10/2012
  • Issued: 06/11/2013
  • Est. Priority Date: 03/15/2002
  • Status: Active Grant
First Claim
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1. A system for facilitating an interaction between a caller and an automated voice response (AVR) system, comprising:

  • a script engine to simultaneously process audio communications from a plurality of callers each assigned to a common live agent by executing AVR scripts, each script comprising a plurality of instructions, and caller responses to the instructions; and

    a session manager to display on a single display a visual representation of the audio communication with each caller, to select one of the audio communications as an active audio communication, and to present for the active audio communication, the displayed visual representation substantially simultaneously with the corresponding audio communication to the live agent based on the AVR script.

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