System and method for monitoring an automated voice response system
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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Abstract
A system and method for monitoring an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script with a plurality of instructions. A visual representation of the audio communication is presented to an agent substantially simultaneously with the audio communication based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.
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Citations
22 Claims
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1. A system for facilitating an interaction between a caller and an automated voice response (AVR) system, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A method for facilitating an interaction between a caller and an automated voice response (AVR) system, comprising, comprising the steps of:
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simultaneously processing 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 displaying 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,wherein the steps are performed by a suitably-programmed computer. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A system for real time automated voice response (AVR) system monitoring, comprising:
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a script engine to simultaneously process calls through execution of interactive AVR scripts, each assigned to a common live agent; a session manager to display a visualization of each call based on the interactive AVR script, to select one of the calls as an active call, and to present for the active call, the visualization based on the interactive AVR script substantially simultaneously with utterances of the caller to the live agent; and a call center service window to allow the agent to intervene in the calls. - View Dependent Claims (14, 15, 16, 17)
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18. A method for real time automated voice response (AVR) system monitoring, comprising the steps of:
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simultaneously processing calls through execution of an interactive AVR scripts, each assigned to a common live agent; displaying a visualization of each call based on the interactive AVR script; selecting one of the calls as an active call and presenting for the active call, the visualization based on the interactive AVR script substantially simultaneously with utterances of the caller to the live agent; and allowing the agent to intervene in the calls, wherein the steps are performed by a suitably-programmed computer. - View Dependent Claims (19, 20, 21, 22)
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Specification