ALEXANDRIA, Va., June 9 -- United States Patent no. 12,289,426, issued on April 29, was assigned to CISCO TECHNOLOGY INC. (San Jose, Calif.).
"Automated conversational menu overlay with IVR in contact centers" was invented by Nagendra Channasagara Lakshman (San Francisco).
According to the abstract* released by the U.S. Patent & Trademark Office: "At a contact center that operates to provide customer service to callers by receiving calls from the callers and directing the callers to desired endpoints that deliver information to the callers based upon an expressed intent of each caller associated with each call, a current call by the contact center is processed utilizing an Interactive Voice Response (IVR) model or a Conversational Menu (C...