Patent · US Active

Methods and apparatus for call back disposition and re-evaluation in interactive voice response based customer care

US8041019B2 · kind B2 · utility

6Cited by

2References

10Claims

0Family size

Assignee

SpeechCycle, Inc. · US

Inventors

Roberto Pieraccini · Peekskill, US
Zor Gorelov · North Caldwell, US
Alan Pan · Zhejiang, CN

Key dates

Filing date	Jan 10, 2007
Grant date	Oct 18, 2011
Priority date	—
Expiry date	Aug 8, 2030

Classification

Technology area (CPC Y)Emerging Cross-Sectional Technologies
CPC primaryY10S379/917
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

An interactive voice response (IVR) system which assists in identifying repeat callers, understanding whether they are calling for the same reason as one of their previous calls, and properly disposing of the call. If the repeat caller is calling for the same reason, information from the previous call (or the previous calls) is retrieved and an action based on a defined business logic for repeat callers may then be executed for the current call.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.