首页>
外国专利>
IDEAL CALL PROCESSING TRANSFER FROM AUTOMATIC SYSTEM TO HUMAN OPERATOR, BASED ON PREDICTION OF AUTOMATION VALIDITY AND PREDICTION OF OPERATOR LOAD
IDEAL CALL PROCESSING TRANSFER FROM AUTOMATIC SYSTEM TO HUMAN OPERATOR, BASED ON PREDICTION OF AUTOMATION VALIDITY AND PREDICTION OF OPERATOR LOAD
PROBLEM TO BE SOLVED: To provide a dynamic policy for switching from an automatic or user-oriented call processing system to a human operator, according to the consideration on the likelihood of a failure in exchanging with the call processing system, estimation on expected time or frustration in relation to the use of the system, and a present load to the human operator.;SOLUTION: The system and the method utilize a probability model, being structured from logged data, on the behavior of the system and the users. A deterministic analysis and a corresponding model of an ideal determination in regard to the call transfer from the automatic system to the human operator are provided. The method is used for a variety of call processing systems, including systems based on touch-tone and voice recognition.;COPYRIGHT: (C)2005,JPO&NCIPI
展开▼