Patent ID: 6373939
Filing Date: 2002-04-16
Classification: H04M

Abstract:
A system for responding to a caller request, comprising:a communications system including at least one IVR connected to interact with said caller during a call; a database including existing data electronically accessible by said IVR; a source of additional data, said source of additional data electronically accessible by said IVR; a unit of work packet for storing information collected from said caller by said IVR, for storing relevant information from said database, and for storing relevant information from said source of additional data, said unit of work packet created at the time said call is received and adapted to be transmitted to a live operator station, said live operator station adapted to receive said unit of work packet during said call and adapted to be in communication with said caller; means for dynamically selecting questions asked by said IVR to said caller based on caller responses to said IVR, based on said existing data, and based on said additional data in view of said caller responses; means for appending to said unit of work packet during said call data entered by an agent at said live operator station; and means for resolving said caller's responses to provide said caller with a decision pertaining to said caller's request.