The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 30, 2008
Filed:
Apr. 15, 2005
George William Erhart, Pataskala, OH (US);
Valentine C. Matula, Granville, OH (US);
David Joseph Skiba, Golden, CO (US);
Glen A. Taylor, Columbus, OH (US);
George William Erhart, Pataskala, OH (US);
Valentine C. Matula, Granville, OH (US);
David Joseph Skiba, Golden, CO (US);
Glen A. Taylor, Columbus, OH (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
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.