Automated voice system for improving agent efficiency and improving service to parties on hold
CA 2314152 C · Owner: Cim, Ltd. · Inventors: Szlam, Aleksander; Warner, Charles L. Ii
Overview
Its claims, description and drawings are in the Canadian Patents Database.
Open the CIPO recordAbstract From the Canadian patent
A method and an apparatus for improving agent efficiency by reducing non-productive time such as time on hold and time for wrap-up statements. After an agent has been connected to a call the agent may determine that automated handling of the call is appropriate. Depending upon the status of the call the agent may specify that the call has been essentially completed or that the agent is on hold. The agent may speak the name of the connected party and this will be recorded. Then the agent is disconnected from the call and a message playing device, which may also replay the spoken name, is activated. If the response from the connected party indicates that an agent's attention is again needed …
Read the whole patent
Listed from its CIPO record in Patent Yard's archive of Canadian patents past their term. Its claims, description and drawings are in the CIPO record and on Google Patents, and the Claude kit works from them.
Why it's free to use
- Filed May 14, 1992 and granted March 18, 2003. A Canadian patent filed from October 1, 1989 lasts 20 years from filing, so its term ended May 14, 2012.
- A certificate of supplementary protection adds at most two years for a drug, so even that would have ended by May 14, 2014.
- We check Canadian rights only. A patent in its family in another country could still be in force: check its family on Google Patents.
Timeline
Timeline From CIPO dates
Sources & verification
Official CIPO records
Everything on this page comes from the CIPO record linked above. Contains information licensed under the Open Government Licence – Canada.