Patent ID: 8842812
Filing Date: 2014-09-23
Classification: H04M

Abstract:
1. A method comprising: obtaining context information associated with a call into a call center, the call center including an interactive voice response (IVR) system, the context information including at least one input provided by a caller during the call, the at least one input being provided by the caller to the IVR system, wherein the IVR system supports an IVR tree and wherein the context information identifies interactions between the caller and the IVR tree, wherein the context information is stored in an interaction transcript, the interaction transcript being arranged to identify a path through the IVR tree that is navigated by the caller, the interaction transcript further being associated with the call; determining when the caller requests an interaction with an agent associated with the call center; providing the context information to the agent when it is determined that the caller requests the interaction with the agent; maintaining a communications session between the caller and the agent when it is determined that the caller requests the interaction with the agent; determining when the agent has identified an appropriate location within the IVR tree at which to allow the caller is to resume the interactions between the caller and the IVR system; and allowing the caller to resume the interactions between the caller and the IVR system at the appropriate location within the IVR tree when it is determined that the agent has identified the appropriate location within the IVR tree.