Jacada Awarded Additional Visual IVR Patent
Jacada's latest U.S. patent covers the transition from self-service to agent-assisted interaction.
Posted May 28, 2015
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Jacada, a provider of customer service technology, has been awarded an additional patent for its visual IVR technology. In addition to the recent announcement of its patented visual IVR technology, Jacada has received U.S. Patent No.: US 9,008,288 B2 granting Jacada exclusive rights as the inventor of Visual IVR technology that includes a system and method for self-service, call routing, and intelligent transition from self-service to agent-assisted service.

The invention pertains to the field of self-service processes, systems, and applications. More particularly, this additional patent covers the concept of assisting a user in a decision tree-based self-service flow where at some point the system decides that the user needs assisted service and passes the self-service session (and associated data, such as GPS) to the assisting agent. The unique value in this intellectual property is the ability to provide continuity in the transition of information to the customer service agent.

"Having multiple patents granted for our Visual IVR product proves Jacada's unique intellectual property that supports contextual and continuous customer service across all customer communication channels," said Guy Yair, co-CEO of Jacada, in a statement. "As a part of our omnichannel solution suite, this technology is already in use by Fortune 100-ranking companies and is a testament to Jacada's technology innovation in customer service."

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