user is calling for the same reason as the previous call this information can be verified by asking the caller directly or be based on the information about the previous call extracted from the call log database 50 during step 208 if the answer to query 210 is u201c no u201d this is the case of a single previous call from the same caller step 216 determines whether the caller is calling for the same reason as the single previous call in either the multiple previous calls or the single previous call case the ivr 30 has now qualified whether the current call is a repeat call or not and uses that information to consult the business logic 40 e g the call flow to determine the next action to take examples of the next action include verifying that the caller is calling because the original problem of the previous call was not solved verifying the disposition of the previous call for example the call ended in the ivr or the call was transferred to an agent asking the user for more information about the problem enticing the user to continue resolving the issue in the ivr and escalating the call to a live agent in case an escalation to an agent is necessary information about the current and the previous call can be sent to the agent in a form that can be displayed to an agent as a u201c screen pop u201d in order to reduce the agent 39 s aht average handle time fig3 is a flow chart describing.