Method and apparatus for predicting intent in IVR using natural language queries
US9742912B2 · kind B2 · utility
12Cited by
3References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 22, 2015 |
| Grant date | Aug 22, 2017 |
| Priority date | — |
| Expiry date | Jun 22, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/523
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
An IVR system is disclosed in which customer experience is enhanced by improving the accuracy and intent prediction capabilities of an interactive voice response system. Customers are allowed to make a natural language queries to specify their intent, while the accuracy of traditional IVR systems is maintained by using key features in language along with the customer's past transactions, CRM attributes, and customer segment attributes to identify customer intent.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.