System and method for virtual interactive response unit
US6587558B2 · kind B2 · utility
Assignee
Inventor
Key dates
| Filing date | Jan 29, 2001 |
| Grant date | Jul 1, 2003 |
| Priority date | — |
| Expiry date | Jan 29, 2021 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M7/128
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A virtual interactive response (VIR) system mimics and enhances interactive voice response (IVR) technology by using humans to drive the voice recognition unit (VRU) speech recognition functionality. This VIR system initiates a dialogue with the customer by prompting the customer with an initial welcoming message. Calls from a customer are initially made in a first region having high labor costs, but are then directed to an overseas location using voice over Internet protocol (VOIP) or other voice communications technology. The calls are then directed to an appropriate human agent at the overseas location who then listens to the customer's query and makes a decision on how to respond to the customer.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.