Patent ID: 9420098
Filing Date: 2016-08-16
CPC Classification: H04M

Claim Text:
1. A method for responding to calls to an organization from customers thereof, the method comprising: in an initial phase; obtaining a sufficiently large corpus of accumulated former interactions with the organization, the corpus is obtained from a variety of sources via a plurality of different channels that comprise textual transcripts of telephonic interactions and non-telephonic textual interactions, training a computerized model according to behavioral patterns of the former interactions, and constructing profiles of customers that comprise individual personal characteristics of the customers; and in a run-time phase; receiving an indication of a call from a customer of the organization, predicting an intent of the customer with respect to the call based on a profile of the customer and further based on the computerized model, associating the intent with a node of a given Interactive Voice Response system (IVR) that comprises an at least one node, and activating the node, thereby providing a response to the customer; wherein the operations of the initial phase are updated responsive to interactions of customers with the organization, thereby forming an extended initial phase for further activities; and wherein the IVR is a computerized system comprising at least one processor.