System and method for monitoring an automated voice response system
US8462935B2 · kind B2 · utility
16Cited by
108References
22Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Feb 10, 2012 |
| Grant date | Jun 11, 2013 |
| Priority date | — |
| Expiry date | Feb 10, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/4536
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system and method for monitoring an automated voice response (AVR) system is provided. An audio communication from a caller is processed by executing an AVR script with a plurality of instructions. A visual representation of the audio communication is presented to an agent substantially simultaneously with the audio communication 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.