Avaya Inc.

At+t Corp.

Avaya Technology LLC

Glen A Taylor

Valentine C Matula

David Skiba

George William Erhart

Daniel Jitzchak Mayer

Daniel Selig Furman

Dennis James Morgan

The present invention enables service agents in a call center to monitor portions of calls that are especially error-prone (e.g., automated speech recognition of an address, etc.), while portions of calls that are not error-prone occur without any human monitoring. An interactive voice response (IVR) system script (e.g., a VXML script, etc.) is divided into a plurality of independent dialog sequences, each of which is assigned a human-monitoring requirement that indicates whether (and optionally, to what degree) the dialog sequence requires monitoring by a service agent. In addition, instances of the dialog sequences in calls are prioritized based on an indication of caller intelligibility during (i) prior dialog sequences in the current call, and (ii) prior calls involving the same caller and/or the same contact identifier (e.g., telephone number, email address, Internet Protocol address, etc.).

Interactive voice response system with prioritized call monitoring

The present invention enables service agents in a call center to monitor portions of calls that are especially error-prone (e.g., automated speech recognition of an address, etc.), while portions of calls that are not error-prone occur without any human monitoring. An interactive voice response (IVR) system script (e.g., a VXML script, etc.) is divided into a plurality of independent dialog sequences, each of which is assigned a human-monitoring requirement that indicates whether (and optionally, to what degree) the dialog sequence requires monitoring by a service agent. In the first illustrative embodiment, a partial ordering enables some dialog sequences to appear in a different order in that of the IVR script when it is advantageous to do so. In the second illustrative embodiment, each dialog sequence that requires human monitoring is recorded and packaged into an agent-review task that is subsequently sent to an available service agent for review.

Interactive voice response system with partial human monitoring

A process, apparatus and system are disclosed for verifying the authenticity of a user before providing the user with a desired service. The process involves first receiving a request from the user. Next, a question set is fetched corresponding to the user. The question set concerns information of a private nature that someone with rightful access to the desired services should know. The question set has at least one question and a possible answer or list of possible answers corresponding to the question. The question is then transmitted to the user along with the possible answer(s). After receiving a response from the user, a record is made whether the response correctly identified the possible answer as being correct or not. Finally, after the number of questions transmitted to the user reaches a predetermined number, a determination is made whether the number of incorrect responses exceeds a certain limit. If the number of incorrect responses exceeds the certain limit, then the user is refused the desired service. Otherwise, the user is provided with the desired service.

Caller identification verification system

A technique for creating, training, and using a telecommunication network-based automatic voice-dialing system is provided through the automatic determination, by a network element, of likely called parties for a given customer. This determination is made based on records of network usage by the customer. Names of the likely called parties are determined through the use of, e.g., a conventional reverse telephone directory database.

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Columbus, OH, United States of America

Glen A Taylor