Patent Document ID: 8452668
Application ID: 12539980

Base Claim:
1. A system comprising: a) a processor; and b) a computer memory in communication with the processor, the memory containing one or more models utilized to process a customer interaction by software that is executed by the processor, said customer interaction comprising: i) one or more statements made by a customer; ii) one or more prompts played for said customer; c) a computer-readable storage medium storing a set of computer executable instructions and coupled to the processor, wherein the processor is configured to execute instructions to: i) coordinate processing of said customer interaction; ii) maintain a set of context information related to said customer interaction; iii) create a data record comprising the set of context information related to said customer interaction; iv) store the set of context information from said data record in said computer memory; v) utilize the set of context information stored in said computer memory to automatically create one or more model updates without human intervention; and vi) automatically update one or more of said models using one or more of said model updates.

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Claim 3:
3. The system of claim 1 wherein said processor is further configured to execute instructions to make at least one recommendation regarding processing said customer interaction, wherein the recommendation is one of replay the prompt or transfer the customer to a live agent.