IDEAL TRANSFER OF CALL HANDLING FROM AUTOMATED SYSTEMS TO HUMAN OPERATOR BASED ON FORECASTS OF AUTOMATION EFFICACY AND OPERATOR LOAD

摘要

The present invention, automated based on current load on the prediction, and a human operator for disorders related to considerations of the call handling system and the possibility of failure of the interaction, using the estimated time or the system, or the call handling system from the user instruction relates to a dynamic policy for switching party to the call to a human operator. A system and method influence the probability model of the user behavior and the system constructed from the logged data. This model system from the automatic response of decision theory and analysis for determining the ideal transition to a human operator is available. This is a touch-has the application on the spectrum of the call handling system including a tone and voice-based system .