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    • 73. 发明申请
    • Method and System for Hybrid Call Handling
    • 混合呼叫处理方法与系统
    • US20080086690A1
    • 2008-04-10
    • US11534000
    • 2006-09-21
    • Ashish VermaNitendra RajputSreeram Viswanath BalakrishnanTanveer Afzal Faruquie
    • Ashish VermaNitendra RajputSreeram Viswanath BalakrishnanTanveer Afzal Faruquie
    • G06F15/177
    • H04L12/66
    • The present invention provides a hybrid call handling method and system. The method comprises navigating a plurality of received calls from a plurality of callers. The method further comprises monitoring a call health status for each of the plurality of the calls being navigated for entire call duration and notifying a bad call health status of the monitored call to a human agent for employing at least one rectification action. The call health status is determined by monitoring and measuring one or more call parameters. The invention provides for a system for call handling and navigation by an automated system with a human agent assisting the automated system for rectification of calls with bad call health status. Once the call with a bad health is transferred to the human agent, he assists the automated system either by directly communicating with the caller or by communicating using a machine interface.
    • 本发明提供一种混合呼叫处理方法和系统。 该方法包括从多个呼叫者导航多个接收的呼叫。 所述方法还包括:监视针对整个呼叫持续时间进行导航的多个呼叫中的每个呼叫的呼叫健康状态,并将被监视呼叫的不良呼叫健康状况通知给人类代理以采用至少一个整流动作。 通过监视和测量一个或多个呼叫参数来确定呼叫健康状态。 本发明提供了一种用于通过自动化系统进行呼叫处理和导航的系统,其中人体代理协助自动化系统来校正具有不良呼叫健康状态的呼叫。 一旦身体不好的呼叫转移给人类代理,他可以通过与呼叫者直接通信或通过使用机器接口进行通信来协助自动化系统。