Second level interactive voice response component
US11563849B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 21, 2021 |
| Grant date | Jan 24, 2023 |
| Priority date | — |
| Expiry date | Oct 21, 2041 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/6009
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
In an example embodiment, a solution is provided that introduces a second level IVR component controlled by a call control service that also controls a first IVR component. Controlling the IVR components using this call control service (which also interfaces with client software operated by a human agent) allows for data collected during the IVR sessions or during a live session with the human agent to be shared among the components. This also acts to eliminate the need for a traditional “transfer” of a call from a human agent to an IVR or vice versa, which would often be accompanied by audible clicks or beeps discernable to the caller.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.