Nuance Communications, Inc.
Caller deflection and response system and method

Abstract:

Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a callback or a text response to the issue is provided to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a response system for resolution. A response entity from the appropriate skill group determines and provides an issue response via callback or text message to the caller device, e.g., to the caller's mobile phone.