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Call Routing from First to Second Dialog of Interactive Voice Response System
Call Routing from First to Second Dialog of Interactive Voice Response System
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机译:交互式语音响应系统从第一对话框到第二对话框的呼叫路由
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摘要
A customer service call system that provides both manual (assisted by a service representative) and automated problem solving dialogs. A routing process determines which dialog is appropriate for incoming calls. The routing process determines a probability that the automated system will resolve the problem and also determines an expected hold time for the customer to reach the manual dialog. The routing process uses this information to determine how the call should be routed.
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