Patent ID: 8204205
Filing Date: 2012-06-19
Classification: G06Q,H04M

Abstract:
1. A method of processing a call from a caller on a first automated system wherein processing the call on the automated system comprises a plurality of phases, the method comprising: receiving a mistaken response to a prompt from the first automated system; identifying a phase of the call from the plurality of phases; determining a first inefficiency factor and first inefficiency metric for the phase of the call; determining a second inefficiency factor and a second inefficiency metric for the phase of the call; selecting a first inefficiency threshold from a plurality of first inefficiency thresholds, where the selection of the first inefficiency threshold is based on a past history of the caller utilizing a second automated system and the first inefficiency factor and the first inefficiency metric for the phase of the call; selecting a second inefficiency threshold from a plurality of second inefficiency thresholds, where the selection of the second inefficiency threshold is based on how close the mistaken response is to an accepted response and the second inefficiency factor, the second inefficiency metric for the phase of the call and the first inefficiency threshold; and transferring the call to an operator from the first automated system when a level of the first inefficiency metric reaches the selected first inefficiency threshold and a level of the second inefficiency metric reaches the selected second inefficiency threshold.