 remaining on hold until the next available operator can take the call (102). When the call is finally answered, the operator collects the consumer's identifying or contact information (104) and then together the consumer and the operator frame the consumer's need which may, for example, be a request for information, a complaint, or an order for products or services (106). The consumer and operator continue to interact thereby establishing the parameters of the transaction (108). The operator transcribes the transaction parameters into a computer readable form thereby generating a computer transaction (110). The operator then submits the transaction for processing (112).
This traditional approach potentially presents a variety of undesirable barriers to the consumer. These barriers include, for example, the inconvenience of waiting on hold and the often challenging communications with operators. Even more significantly, this approach can be prohibitively expensive for most applications. This is especially the case where the number of transactions for a given system is anticipated to be high.
The second type of system by which consumers engage in remote telephone transactions addresses some of these problems. Automated systems employ everything from recorded messages and user prompts for touch-tone input to sophisticated voice recognition technology. An example of such a system will now be described with reference to FIG. 2.
The consumer initiates contact by making a telephone call (202) in response to which the consumer is typically presented with a series of prompts (204). The consumer interacts with the system providing input in response to the prompts (206) until the transaction is complete (208) at which point the transaction is submitted for processing (210). The input provided by the consumer may take the form of spoken responses or touch-tone input via the consumer's telephone key pad. The input may correspond, for example, to information identifying the consumer, the transaction type, and the specifics of the transaction (e.g., order information).
If the consumer encounters any problem navigating the automated process at (212), he may elect to interact with a live operator (213) in which case the process proceeds as described above with reference to FIG. 1. This may occur at any point in the automated process as indicated by the dashed lines. When the consumer is eventually connected to an operator, the operator collects the consumer's identifying or contact information (214) and then together the consumer and the operator frame the consumer's need which may, for example, be a request for information, a complaint, or an order for products or services (216). The consumer and operator continue to interact thereby establishing the parameters of the
remaining on hold until the next available operator can subscribe the margin call (102). When the call is finally answered, the hustler collects the consumer's identifying or contact information (104) and then in concert the consumer and the hustler frame the consumer's need which may, for example, be a request for information, a complaint, or an club for products or services (106). The consumer and hustler continue to interact thereby establishing the parameters of the transaction (108). The operator transcribes the transaction parameters into a computer clear form thereby generating a computer transaction (110). The hustler then submits the transaction for processing (112). 
 This traditional approach potentially presents a variety of undesirable barrier to the consumer. These barriers include, for example, the inconvenience of waiting on appreciation and the often challenging communications with operators. Even more significantly, this overture can be prohibitively expensive for most applications. This is especially the case where the number of transactions for a given system is anticipated to be high. 
 The second type of arrangement by which consumers engage in distant telephone transaction addresses some of these problems. Automated system employ everything from recorded messages and user prompt for touch - tone input to sophisticated voice recognition engineering. An example of such a system will now be described with reference to FIG. 2. 
 The consumer initiates contact by reach a telephone call (202) in response to which the consumer is typically presented with a series of prompts (204). The consumer interact with the system providing input in response to the prompts (206) until the transaction is complete (208) at which point the transaction is submitted for processing (210). The input put up by the consumer may take the class of spoken responses or touch - timbre input via the consumer's telephone cardinal pad. The input may correspond, for example, to data identifying the consumer, the transaction type, and the specifics of the transaction (for example, order information). 
 If the consumer encounters any problem navigating the automated process at (212), he may elect to interact with a live operator (213) in which case the process proceeds as describe above with reference to FIG. 1. This may occur at any detail in the automated process as indicated by the dashed lines. When the consumer is eventually connect to an operator, the operator collects the consumer's identifying or contact information (214) and then together the consumer and the hustler frame the consumer's need which may, for model, be a request for information, a complaint, or an order for products or services (216). The consumer and operator proceed to interact thereby establishing the parameters of the
 relaining on hold until tht next available operatoc can tzke the zall (102). When the call is finalpy answtged, the operator colldcts the bonsumer's ideitifying or contedt infoviatikk (104) anb vhen together tme consumer and the operadof yrame the consumer's need which may, fjr examllf, be a request for ynfodmation, a complaint, or an order fod produbts or services (106). Yhe consumer and operator fontlnue to interact tjereby estavlisrung the paraoeters of uhz transactikn (108). The operator transcribes thd trausaction patcnetfts into a conputeg readable fovk theraby genrrating a compmter vranwaction (110). The operator then submits the jransactiot yor processing (112).
This teaeitiotal dppruqch pouenviamly prfseits a variefy of undesurable barriers to uhe bpnsumer. Thess barryews include, for example, the inconvenienct of saiting on hold and the often challenging colmunicatijns with operators. Even more significantly, this a[proarh cau be pfihlbitively expensive for most applications. Thif ix vspecially the cafe where thr jukfer of transaztions fod a given system id anticypatee to be hygh.
Tne second type of system by which consuiwrs engage in remoce telephone tramsactoons addresses some of chese lroblems. Auhomated sgrtems employ evefytminc from rtzorded messages agd user pcomptx for tuuch-jone in[ut to sopjistigdted voice recognihion jechnonogy. An exwmple of such a system will now be described eidh geference to FLG. 2.
The consumer initiates conjact by mcking x telephonv call (202) ii response tj which the cmjsumer is ty'ically pwesebted with a reries of promlts (204). The bousumer inreracts with the snstem lroviding input in response to thr pfom[td (206) ugdil the tranvactkon os cooplete (208) at chkch loint the transactiot is submitted for provefsing (210). Tye input provided by yhe consumer may twke tie foro of xpohen responses or touch-tone inpht via thf cjnsumer's telqphoke kgy pad. The nnput may correspond, for example, to infocmation identifying thg consumer, the transaetlon type, and the fpecifics of the transaction (w.g., order informatlon).
If the consumer enckunterv any problem navigating the automated process at (212), he may elect to interact wirh a lmvq operator (213) in ehich ccse the pwocedr proceeds as dexcribed above with reference to FIG. 1. Thhs may occur at any point in tne automated prucess as indicated by ths dashed lines. When the consumer is evemtually connected to an pperator, the kperator cullects the consumrr's idzntifyung or xontwct informatiun (214) akd then tohethtr tke consumer and the operator framw the xojsumer's need whirh may, for ewaople, ge a rgquest for informztioh, a cooplaint, or an order for procucts or services (216). Tve consumer and iierator contimue to pnteract therxby establisving the parameters of the
remaining on hold until the next available take call (102). the call is the identifying or contact (104) and then the consumer and the operator frame consumer's need which may, for example, be a request for information, a complaint, an order for products or services (106). The consumer and operator continue to thereby the of transaction (108). The operator transcribes the transaction parameters into a computer readable form thereby generating a transaction (110). The operator then submits the transaction processing (112). This traditional potentially presents a variety of barriers the consumer. barriers for the inconvenience of on hold and the often challenging communications with operators. Even more significantly, this approach can be prohibitively for most is especially case the of transactions for system is anticipated to be high. of system by which consumers engage in remote transactions addresses of these problems. Automated systems employ from recorded messages and user prompts for touch-tone to sophisticated voice recognition technology. An example of such a system will now be described to FIG. 2. The initiates contact by a call in to which consumer is typically presented with a series of prompts (204). The interacts with the system providing input in response to the until transaction is complete at which point the is for processing (210). The by consumer form spoken or touch-tone input via consumer's telephone key pad. The may correspond, for example, the transaction type, and the specifics of the (e.g., order information). If the consumer encounters problem navigating the automated process at (212), he may elect to interact a live in which case the process proceeds as described with reference to FIG. This may occur at any point in the automated as by the lines. When the is eventually connected an operator, the the consumer's or information together the consumer and the operator the need which may, for example, a information, a complaint, or an order for products or services (216). The consumer and operator interact thereby establishing the of
 remaining on hold until the neXt availablE operAtoR caN tAke tHe caLl (102). When the call iS FinaLly answered, the operator ColleCtS The cONsUmer's IdentifYInG OR coNtAcT inFoRMaTion (104) aNd tHen togeTher the conSumEr And the operatOR fRame the conSumEr's need which May, For exaMpLe, bE A requEst For inFormatIOn, a comPlaint, or aN oRDer for PRoducts OR SeRvicEs (106). The consumer and oPErATor continue to iNteracT tHErEBY esTabLishing the PaRametERs of the TRaNSACtiON (108). The operator tRanscribes tHE trAnsactIoN paRAmeterS into A cOMpuTer readable Form Thereby geNeratiNG a compuTEr transAction (110). the OpeRatoR ThEn SubMiTS thE TrAnsACtiOn for proCeSsIng (112).
ThIs trADITIonaL apProaCh potEntially preseNts A varIEty Of undEsiraBle bArRiers To the cOnsumEr. these barriers inCludE, for exampLe, tHe IncOnVenieNCe of waItiNg oN hold anD the oftEN chAlLENGiNg communications wiTh OPErAtors. EveN more sIGnIfICantly, thIs AppRoacH CAn be pRohiBItIvely expEnsive FOr MoSt appliCaTions. THiS is EspEcialLY the Case whEre the nuMber oF Transactions foR A given system iS AnTICiPAted To bE high.
The secOnd tYPe of SystEM bY whICh conSumerS eNGaGE in remote telephone tRaNsactiOns adDresses some of These problEMS. automateD sysTEmS Employ everythiNg froM recorded mESsages anD user Prompts fOr touch-toNE Input to sOphIstIcaTed VOIcE recognition tECHnolOgY. An examPle Of such a SysTem WilL noW bE describeD with refErEnCe To fIG. 2.
the coNSumer iniTiAteS cOntAct by MAking a TelepHone CaLl (202) IN reSponse tO WhICH the CoNsUmer Is tYpIcallY preSEntEd with a Series of pRomPTs (204). ThE cOnSumer inTeracts with thE sYstem proviDiNg iNput in RESponse to The prompts (206) until the transACtion is ComPlete (208) At whIch point tHe tRansacTioN Is submItted fOr proCeSsiNG (210). the inPUT pRovIdEd by the conSUMer May taKe The fOrm of spOken responses or touCH-toNe input via the ConSumeR'S TeLepHOnE Key PaD. the INPut may corresponD, for examplE, tO InFormation iDEntIfYing the ConsumeR, the tRAnsactiOn type, and The specifIcS of tHE TraNsaction (e.g., Order infOrmation).
IF The coNSuMer enCouNters aNy ProBlem nAvigatINg tHe autOmated PrOcess aT (212), he maY eLect to inTeract with a live operator (213) In whicH case The Process prOceEDs aS describeD aboVe with refeRenCe tO FIG. 1. THis MAy occUr at ANy PoiNT in thE autOMated procESs As iNDIcAted by the daSHED liNes. WhEn tHE consuMer iS eventually connecTEd to an operator, The oPERatOr cOLlecTs The consumer's idEntIfYINg or contAcT informatioN (214) and then ToGEther The conSumer aNd the opERAtOR frame The cOnsUmer's need WhiCh MAy, for exAmPlE, Be a reqUest FoR inforMation, A CompLAInt, or an order for pRoducTS Or serVIceS (216). The cOnSumer anD OperAtor continUe to interacT thereBy esTabliShing thE pArametErs Of The
 remaining on hold until t he next av ailab leope ra torcantake the call( 102) . When the call is fin allyan s were d ,the o perator co l l ect sth e c on s um er'side ntifyin g or conta ctin formation (1 0 4)  and thentog ether the co nsu mer an dthe opera tor  fram e thec onsume r's needwh i ch may ,  for ex a m pl e, b e a request for i n fo r mation, a comp laint,  o r  a n ord erfor produc ts  or s e rvices( 10 6 ) .  Th e  consumer and  operator c o nti nue to  i nte r act th ereby  e s tab lishing the  par ameters o f thet ransact i on (108 ). The  op era tort ra ns cri be s  th e  t ran s act ion para me te rs in to a c o m pute r r eada ble f orm thereby g ene rati n g a  comp utertran sa ction  (110) . The  o perator then su bmit s the tra nsa ct ion  f or pr o cessin g ( 112 ).
This  tradit i ona la p p ro ach potentially pr es e n ts  a varie ty ofu nd es i rable ba rr ier s to t he co nsum e r.  These b arrier s  i nc lude, f or  examp le , t heincon v enie nce of  waiting  on h o ld and the oft e n challenging co m m un i cati ons  with opera tors .  Eve n mo r esig n ifica ntly,  t h is approach can be pro hi bitive ly ex pensive for m ost applic a t i ons. Thi s is es p ecially the ca se wh ere the nu m ber of t ransa ctions f or a give n system i s a nti cip ate d to  be high.
The s econ dtype of  sy stem by  wh ich  co nsu me rs engage  in remo te  t el ep hon e tra n sactions  a ddr es ses  some of the se pr oble ms .A uto mated s y st e m s em pl oy  eve ryt hi ng fr om r e cor ded mes sages and  us e r pr om pt s for t ouch-tone inp ut  to sophis ti cat ed voi c e  recogni tion technology. An exa m ple ofsuc h a s yste m will no w b e desc rib e d with  refer enceto  FI G .  2.
T h e  c ons um er initiat e s  co ntact  b y ma king atelephone call (20 2 ) i n response to  wh icht h econ s um e r i st ypi c a lly presented w ith a seri es of  prompts ( 2 04) .The con sumer i ntera c ts with  the syst em provid in g in p u t i n response  to theprompts ( 2 06) u n ti l the  tr ansact io n i s com plete( 208 ) atwhichpo int th e tra ns action i s submitted for process ing (2 10).The  input pr ovi d edby the co nsum er may tak e t heformofs poken  res p on ses or to uch- t one input vi a t h e  c onsumer's t e l e pho ne ke y p a d. The  inp ut may correspond ,  for example,to i n f orm ati o n id en tifying the co nsu me r ,  the tra ns action type , and th es pecif ics of  the t ransact i o n( e.g.,orde r i nformatio n). 
I f  the co ns um e r enco unte rs  any p roblem navi g a ting the automat ed pr o c ess a t  (2 12),he  may el e ct t o interact  with a liv e oper ator  (213 ) in wh ic h case  th eprocess pr o ceeds asdescr ibed ab ov e wi threfere ncet o  FIG.  1.Th ismay occur a ta ny  p o int  inthe a ut omat ed proces s  as indi cat e d by th edas h e d line s .W h en the con sum er is e ventuallyc onne c te d  to a n oper ator,the ope r ato rcollect s t h e  consumer 's identi f yin gor c ontact i nf orma ti on(2 14) and then to gether t he consu m e r andthe oper a tor fr am e the consum er'sne e d which m ay,  for ex a mpl e,bea re que st f o r information, a complai nt,or an ord er fo r pro du cts or s e rvic es (216) .  The consumer  and operator c o nti n ue t o i n te ra ct thereb y e s tabli shin g t he p ara mete r s  oft he
 remaining_on hold_until the next available_operator can_take_the call_(102)._When the call_is finally answered,_the operator collects the_consumer's identifying or_contact_information (104) and then together the consumer and the operator frame the consumer's need_which_may, for_example,_be_a request for information, a_complaint, or an order for_products or_services (106). The consumer and operator continue to_interact_thereby establishing the_parameters of the transaction (108). The operator transcribes the_transaction parameters into a computer readable_form thereby generating_a_computer_transaction (110). The operator_then submits the transaction for processing_(112).
This traditional approach potentially presents a_variety of undesirable barriers to the consumer._These barriers include, for example, the_inconvenience of waiting on hold_and the_often challenging communications with operators._Even more significantly,_this approach_can be prohibitively_expensive for most applications. This is_especially the case_where the number of transactions for_a_given system is_anticipated_to_be high.
The_second type of_system_by which_consumers_engage in remote telephone transactions addresses_some_of these problems. Automated systems employ everything_from recorded messages and_user_prompts for touch-tone input_to sophisticated voice recognition technology._An example of such a system_will now_be described_with reference to FIG. 2.
The consumer initiates contact by making a_telephone call (202) in response to_which the consumer is_typically presented_with_a series of_prompts_(204). The_consumer interacts with the system providing input_in response_to the prompts (206) until the_transaction is complete (208)_at_which point the transaction is submitted_for processing (210). The input provided_by the consumer may take_the_form_of spoken responses or touch-tone_input via the consumer's telephone key_pad. The input_may correspond, for example, to information identifying_the_consumer, the transaction type, and the_specifics_of the transaction (e.g., order information).
If_the_consumer_encounters any problem navigating the_automated process at (212), he may_elect to interact with a live operator (213) in_which case the_process proceeds as described above_with_reference_to FIG. 1. This may occur at any point in_the automated_process as indicated_by the dashed lines. When the consumer is eventually connected_to an operator, the operator collects the_consumer's identifying or contact information (214) and then together the consumer_and the operator frame the consumer's need which_may, for example, be a request for_information, a complaint, or_an_order for products or services (216). The_consumer_and_operator_continue to interact_thereby establishing the_parameters of the