Method and system for timed interaction with an interactive voice response system

Provided are methods and systems associated with interactive voice response ("IVR") systems that control the amount of time a user interacts with the system. According to the invention, an IVR system utilizes a timer or series of timers to determine how long a user has been interacting wit...

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1. Verfasser: Thenthiruperai, Balaji S
Format: Patent
Sprache:eng
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Zusammenfassung:Provided are methods and systems associated with interactive voice response ("IVR") systems that control the amount of time a user interacts with the system. According to the invention, an IVR system utilizes a timer or series of timers to determine how long a user has been interacting with the IVR system. When threshold events occur, the IVR system will analyze the status of the call and may switch the user to a predefined destination, such as to an operator queue, directly to a live operator, or to another designated navigation point in the IVR navigation structure. In this manner increasing the efficiency of manner in which the IVR system interacts with a caller.