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System and method for utilizing virtual agents in an interactive voice response application

  • US 7,933,399 B2
  • Filed: 03/22/2005
  • Issued: 04/26/2011
  • Est. Priority Date: 03/22/2005
  • Status: Expired due to Fees
First Claim
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1. A method of processing calls comprising:

  • establishing at least a portion of a connection between a party and an interactive voice response (IVR) system, wherein the IVR system interacts with the party using a plurality of virtual agents, wherein each virtual agent represents a virtual department;

    selecting a first distinguishable voice for a first virtual agent from a voice library;

    prompting the party with the first virtual agent when addressing content related to a first virtual department, wherein the first virtual agent uses the first distinguishable voice;

    receiving a response from the party;

    selecting a second virtual department based on the response;

    selecting a second distinguishable voice for a second virtual agent associated with the second virtual department from the voice library, wherein the second distinguishable voice is different than the first distinguishable voice; and

    prompting the party with the second virtual agent, wherein the second virtual agent identifies itself with a name and notifies the party that the second virtual agent handles issues addressed by the second virtual department, and wherein the second virtual agent uses the second distinguishable voice.

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