Patent Document ID: 9438730
Application ID: 15081358

Base Claim:
1. A system for setting up a callback for a party involved in a telephone call, the system comprising: a speech analytics component configured to: listen in on audio of the telephone call once the telephone call has been placed on hold to detect an event indicating to offer the callback to the party, the event comprising at least one of a word spoken by the party, a sound made by the party, and an emotion displayed by the party; and an interactive voice response component configured to: in response to the event indicating to offer the callback to the party being detected, interact with the party to obtain information from the party with respect to placing the callback to the party; and record the information so that the callback can be placed to the party at a later time.

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Claim 2:
2. The system of claim 1 further comprising a call hander component configured to place the callback to the party at the later time.