System and method for monitoring an interaction between a caller and an automated voice response system
US8116445B2 · kind B2 · utility
18Cited by
99References
17Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Apr 3, 2007 |
| Grant date | Feb 14, 2012 |
| Priority date | — |
| Expiry date | Jun 25, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/4536
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An apparatus and method for monitoring an interaction between a caller and an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script, which includes a plurality of instructions. A visual representation of the audio communication is presented substantially simultaneously with the audio communication to an agent based on the AVR script. The visual representation includes at least one field to be populated with information obtained from the caller and the information populated in the field can be updated by the agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.