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:
Aug. 22, 2017
Filed:
Jun. 22, 2015
Applicant:
24/7 Customer, Inc., Campbell, CA (US);
Inventors:
Vaibhav Srivastava, Bangalore, IN;
Ravi Vijayaraghavan, Bangalore, IN;
Robin Dautricourt, Redmond, WA (US);
Assignee:
24/7 CUSTOMER, INC., Campbell, CA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/493 (2006.01); G10L 15/22 (2006.01); G10L 15/26 (2006.01); G06F 17/21 (2006.01); H04M 3/51 (2006.01); G10L 15/00 (2013.01); H04M 3/523 (2006.01);
U.S. Cl.
CPC ...
H04M 3/4936 (2013.01); G06F 17/21 (2013.01); G10L 15/22 (2013.01); G10L 15/26 (2013.01); G10L 15/005 (2013.01); H04M 3/5166 (2013.01); H04M 3/523 (2013.01);
Abstract
An IVR system is disclosed in which customer experience is enhanced by improving the accuracy and intent prediction capabilities of an interactive voice response system. Customers are allowed to make a natural language queries to specify their intent, while the accuracy of traditional IVR systems is maintained by using key features in language along with the customer's past transactions, CRM attributes, and customer segment attributes to identify customer intent.