Method and apparatus for inquiry resolution in a transaction processing system
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United States of America Patent
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N/A
Issued Date -
Mar 4, 2004
app pub date -
Aug 27, 2002
filing date -
Aug 27, 2002
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
A method for resolving inquires in a transaction processing system is provided where the transaction processing system is configured to route incoming calls from callers to agents associated with the transaction processing system. The method includes a) receiving an incoming call by the agent, b) collecting inquiry parameters from the caller concerning an inquiry posed by the caller, c) providing the inquiry parameters to a knowledge-based database, d) selecting at least one entry in the knowledge database having inquiry parameters matching the inquiry parameters corresponding to the incoming call, e) obtaining inquiry solutions from each selected entry in the database; and f) providing one or more of the inquiry solutions to the agent wherein the agent presents one or more of the inquiry solutions to the caller to satisfy the caller's inquiry.
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