1. Field of the Disclosure
The present disclosure relates to the field of interactive response systems. More particularly, the present disclosure relates to preparing personalized active records for use in interactive response systems.
2. Background Information
Enterprise call centers today may offer multiple channels to customers/callers for communication needs. Most customers/callers to a call center today still go through an interactive voice response (IVR) system to provide information such as identity, account number and the purpose of the call. Conventional IVR systems use one or more interactive scripts to guide callers through a static flow with prerecorded questions.