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:
Sep. 06, 2016
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);
Llance Kezner, Bellevue, WA (US);
Adam Waalkes, Sammamish, WA (US);
Alastair Sutherland, Seattle, WA (US);
Gilad Odinak, Bellevue, WA (US);
Haodong (Howard) Jiang, Issaquah, WA (US);
Llance Kezner, Bellevue, WA (US);
Intellisist, Inc., Seattle, WA (US);
Abstract
A system and method for managing a dynamic call flow during automated call processing is provided. Calls from a plurality of callers into a call center are accommodated through monitored call sessions. A call flow for each call session is managed. Caller characteristics of the caller and physical conditions in relation to the call are evaluated. Those caller characteristics and physical conditions, which are respectively unique among the callers and the calls, are identified. The call flow of each call session is dynamically adjusted by modifying parameters for one or more of the caller characteristics and physical conditions. The caller characteristics, physical conditions, and parameters are stored in a database.