System and method for utilizing confidence levels in automated call routing
US7724889B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 29, 2004 |
| Grant date | May 25, 2010 |
| Priority date | — |
| Expiry date | Feb 5, 2028 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/355
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A call routing system prompts a caller for information and receives a response from the caller. Based on the caller's response, a confidence value is assigned to the call. The confidence value can be assigned based on the likelihood that the received information is consistent with the prompt and other criteria. Additional prompts are provided to the caller based on the confidence value, and additional caller's responses are used to modify the confidence value. At least one threshold confidence level is set and when the confidence value of the call meets or exceeds the threshold (because of low confidence), the call is immediately routed to a human operator.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.