Phone menus that automate customer service operations are commonplace. Reaching a human customer service agent by interacting with such menus can be a convoluted and lengthy process that often results in the caller being stuck in circular links within the options. When a caller is successful in invoking the option to speak to a human agent, they may be put on hold and made to wait for a long time before a human agent answers. This disclosure describes a bot that, with user permission, automatically interacts with phone menus on behalf of a user and helps the user reach a human customer service agent without the burden of menu navigation or dealing with long hold times. The bot can interact with customer service phone menus, identify the options necessary to reach a human agent, and select such options by mimicking the corresponding button presses or voice input.
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Cheng, Andrew, "Using a Bot to Interact with Phone Menus to Reach a Human Customer Service Agent", Technical Disclosure Commons, (November 15, 2021)