Method for identifying and responding to chronic callers in an interactive voice response system
First Claim
Patent Images
1. An interactive voice response system (IVR), comprising:
- a communications interface;
a memory; and
a controller programmed to;
monitor a frequency of call activity for each caller;
establish a redirection criterion; and
redirect a caller to special services when the frequency of call activity of said caller satisfies the redirection criterion.
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Accused Products
Abstract
An interactive voice response system (IVR) (100) has a communications interface (110), a memory (104), and a controller (102). The controller is programmed to monitor (202) a frequency of call activity for each caller, establish (208) a redirection criterion, and redirect (210) a caller to special services when the frequency of call activity of said caller satisfies the redirection criterion.
43 Citations
20 Claims
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1. An interactive voice response system (IVR), comprising:
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a communications interface;
a memory; and
a controller programmed to;
monitor a frequency of call activity for each caller;
establish a redirection criterion; and
redirect a caller to special services when the frequency of call activity of said caller satisfies the redirection criterion. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. In an interactive voice response system (IVR) a computer-readable storage medium, comprising computer instructions for:
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monitoring a frequency of call activity for each caller;
establishing a threshold for identifying chronic callers; and
redirecting a caller to special services when the frequency of call activity of said caller satisfies the threshold. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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18. In an interactive voice response system (IVR), a method comprising the steps of:
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monitoring a frequency of call activity for each caller;
establishing a threshold for identifying chronic callers;
redirecting a caller to at least one among a special services menu, and a human agent when the frequency of call activity of said caller satisfies the threshold; and
blocking callers who satisfy the threshold. - View Dependent Claims (19, 20)
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Specification