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:
May. 14, 2013
Filed:
Aug. 15, 2007
Adam Waalkes, Sammamish, WA (US);
Alastair Sutherland, Seattle, WA (US);
Gilad Odinak, Bellevue, WA (US);
Haodong (Howard) Jiang, Issaquah, WA (US);
Adam Waalkes, Sammamish, WA (US);
Alastair Sutherland, Seattle, WA (US);
Gilad Odinak, Bellevue, WA (US);
Haodong (Howard) Jiang, Issaquah, WA (US);
Intellisist, Inc., Bellevue, WA (US);
Abstract
A system and method for processing out-of-order caller responses during automated call processing is provided. A call session of a caller into a call center is monitored. The call session includes a non-sequential dialogue between the caller and the call center. An interaction with the caller is based on a script. Ordered information-gathering queries, including automated voice prompts are sent to the caller by executing the script. Responses from the caller are evaluated against a topic of conversation addressed in the script through call disposition criteria. A determination is made as to whether an affect on the ordering by the call disposition criteria is met through the responses. The ordering of the information-gathering queries is dynamically modified prior to selecting a next of the information-gathering queries to send.