Intelligent automated agent and interactive voice response for a contact center
作者： Akbar Riahi , Herbert Willi Artur Ristock
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摘要: A system for a contact center includes: processor; an interactive voice response (IVR) node configured to engage in incoming interaction from customer the by presenting set scripts and receiving corresponding responses; intelligent automated agent including artificial intelligence engine; call server route responses one of pool live agents or agent; non-transitory storage device coupled processor store profile data built previous interactions. The is further retrieve during update retrieved on reflect interaction. engine learn knowledge apply learned future
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