Patent ID: 8374327

Claim:
A computer-implemented method of managing the provision of call handling treatments in sequence to callers interacting with an automated call-handling system, the method comprising the steps of: (i) for each of a plurality of callers interacting with said automated call handling system: (a) providing a sequence of call handling treatments to the caller in accordance with one or more workflows; (b) monitoring a measurable performance indicator associated with that caller's behavior; (c) determining an association between said performance indicator and one or more of said call handling treatments provided to said caller; and (d) recording said association; (ii) based on said recorded associations, determining a pattern of deviation in said performance indicator attributable to one or more of said call handling treatments; and (iii) altering the or each workflow in response to said pattern of deviation by making a change in the or each workflow selected from: promoting a call handling treatment to an earlier point in the workflow; demoting a call handling treatment to a later point in the workflow; adding a call handling treatment to the workflow; and removing a call handling treatment from the workflow.