Jacada, a global provider of customer service technology designed to simplify the interaction between businesses and their customers, announced the issuance of a patent granting Jacada exclusive rights as the inventor of Visual IVR technology that includes a system and method for identifying a caller via a call connection, and matching the caller to a user session involving the caller.
Jacada introduced its Visual IVR product to the market to solve customer service frustrations experienced when traditional computer-based customer support systems, such as automated attendants or interactive voice response (IVR), fail to allow the customer to resolve an issue resulting in the need to still speak with a human customer service agent to resolve the issue.
The invention pertains to the field of self-service processes, systems, and applications, that allow a more consistent and contextual method of self service, call routing, and intelligent transition from self-service to agent assisted service.
Jacada’s patented Visual IVR technology works by determining that an agent-assisted service session should be initiated between a user and a human agent at some point after the user has initiated a user session, wherein the user session produces user session data; generating one or more temporary agent access numbers through which a communication channel may be established between the user and the human agent for the agent-initiated session.
“The patent issued reassures Jacada’s customers that our intellectual property gives them a competitive advantage and the assurance that our customer service technology solutions, that they in turn are using to conduct their business with their customers, are designed in such a unique way that they warrant the legal protection afforded by the secured exclusivity of a U.S. patent”, said Guy Yair, co-CEO, Jacada, in a statement. “Already in use by Fortune 500 ranking companies, it is also a testament toJacada’s technology innovation.”