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:
Oct. 27, 2015
Filed:
Aug. 12, 2014
United Services Automobile Association, San Antonio, TX (US);
John C. Hopkins, San Antonio, TX (US);
United Services Automobile Association (USAA), San Antonio, TX (US);
Abstract
A system, method, and computer-usable medium are disclosed for improved processing of calls within an interactive voice response (IVR) system. An inbound call comprising a call origination identifier is received by a call processing module, which uses the call origination identifier to retrieve call record and call processing information associated with a prior call session. The call record and call processing information is processed to determine the state of the prior call session and its point of termination when it was terminated. If the point of termination was associated with a human operator, then the call processing module determines whether the same human operator is available. If not, the user is provided a choice of call session options including being placed in a hold queue until the same or another human operator is available, requesting a return call from a human operator, or selecting another call session process.