Abstract
Reporters obtained the following quote from the background information supplied by the inventors:“Aspects of the disclosure relate to interactive voice response (IVR) sessions. In particular, one or moreaspects of the disclosure relate to computing platforms that implement machine learning algorithms anddatasets to enable interactive voice response sessions.“In some cases, IVR systems may connect a customer request to a respective call center agent througha series of decisions. In some instances, however, this may consume considerable time for both customersand agents, and/or may result in processing delays. Furthermore, such processing of customer requestsmay overload certain computing resources while underutilizing others. Accordingly, it may be difficult forenterprise organizations to achieve the benefits of IVR systems while avoiding the corresponding delays andprocessing inefficiencies.”
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