Modification of voice prompting based on prior communication...

Details Modification of voice prompting based on prior communication... Modification of voice prompting based on prior communication...

H - Electricity

04

M

H04M 3/493 (2006.01) H04L 12/54 (2006.01) H04M 3/51 (2006.01) H04Q 3/64 (2006.01) H04M 3/523 (2006.01)

Patent

CA 2314378

A call center is configured such that voice prompts provided to a given caller are modified based on prior e-mail notifications or other non-telephonic communications between the call center and that caller. In an illustrative embodiment, information regarding at least one previous non-telephonic communication with a given caller is stored in a database or other memory accessible to the call center. When the given caller places a subsequent call to the call center, the call center retrieves the stored information for that caller, and selects voice prompts for the caller based at least in part on the e-mails or other non-telephonic communications previously sent to the caller. The call is then routed to an appropriately-skilled agent based at least in part on a response of the caller to the voice prompt. Additional information relating to the previous non-telephonic communication, e.g., a copy or summary of the communication, may be transmitted to the agent that receives the call.

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