Machine assisted system for processing and responding to...

Details Machine assisted system for processing and responding to... Machine assisted system for processing and responding to...

H - Electricity

04

M

H04M 3/493 (2006.01) H04M 3/51 (2006.01)

Patent

CA 2382439

A system is disclosed in which a caller may provide certain information during a call to an Interactive Voice Response Unit (6), prior known information about the caller may be stored in a computerized Database (16), and an Agent Terminal (20) may access the information in the database and collected at the interactive voice response unit, during the call, such that information collected from the caller before arriving at the agent does not have to be recollected from the caller by the agent.

Cette invention concerne un système dans lequel un demandeur a la possibilité, pendant un appel, de communiquer certaines informations à une unité interactive de réponse vocale (6), l'information d'ores et déjà connue sur le demandeur peut être stockée dans une base de données informatiques (16) et un terminal agent (20) peut accéder aux informations de la base de données recueillies au niveau de l'unité interactive de réponse vocale, pendant l'appel, de telle sorte que l'information fournie par le demandeur avant qu'elle ne parvienne à l'agent ne doive pas être recueillie une nouvelle fois par l'agent auprès dudit demandeur.

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