Method and apparatus for providing improved support to users on interactive voice response breakout session
US8842812B2 · kind B2 · utility
2Cited by
1References
6Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Mar 3, 2009 |
| Grant date | Sep 23, 2014 |
| Priority date | — |
| Expiry date | Mar 4, 2033 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/2038
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
In one embodiment, a method includes obtaining context information associated with a call into a call center. The context information includes at least one input provided by a caller during the call. The method also includes determining when the caller requests an interaction with an agent associated with the call center, and providing the context information to the agent when the caller requests the interaction with the agent. A communications session is maintained between the caller and the agent when the caller requests the interaction with the agent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.