Method and apparatus for interactive voice processing with visual monitoring channel

A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be...

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Bibliographic Details
Main Authors ERHART GEORGE W, SKIBA DAVID, MATULA VALENTINE C
Format Patent
LanguageEnglish
Published 28.11.2006
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
WIRELESS COMMUNICATIONS NETWORKS
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Summary:A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be mapped to a visual representation. One or more fields in the visual representation can be populated with utterances of the caller. The agent can optionally review or update a field in the visual representation that has been populated with an utterance. An agent can optionally alter a flow of the IVR script or intervene in the audio communication.
Bibliography:Application Number: US20040874791