Visual IVR using call redirect

• US 10,009,740 B2
• Filed: 07/24/2017
• Issued: 06/26/2018
• Est. Priority Date: 11/29/2012
• Status: Expired due to Fees

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Langevin, Charles, Nab, Brian, Reed, Eric
• Primary Examiner(s): Bezuayehu, Solomon
• Application Number:
  US15/657,631
• Publication Number:
  US 20170325080A1
• Time in Patent Office: 337 Days
• Field of Search: 379 8801- 8819
• CPC Class Codes: H04L 63/0861 using biometrical features, e.g. fingerprint, retina-scan cryptographic mechanisms or cryptographic arrangements for entity authentication using biological data H04L9/3231
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

A method enables a portable communication device to redirect a call initiated from the portable communication device and to execute a visual interactive voice response application for interfacing with a user. The method includes screening calls initiated from the portable communication device by a communication application resident on the portable communication device, and redirecting a call initiated from the portable communication device when the screening determines that the call matches predetermined criteria. The method also includes authenticating an account corresponding to the portable communication device that initiated the call by communicating with a service provider communication network, and executing a visual interactive voice response application that visually interacts with the user of the portable communication device upon authentication of the account by the service provider communication network.

Claims

1. A method for redirecting a call initiated from a portable communication device, the method comprising:

screening the call initiated from the portable communication device by a communication application resident in the portable communication device;

automatically redirecting, by the portable communication device, the call from normal call processing, when the screening determines that the call matches predetermined criteria;

authenticating an account corresponding to the portable communication device that initiated the redirected call by communicating with a service provider communication network; and

executing a visual IVR application that visually interacts with a user of the portable communication device upon authentication of the account by the service provider communication network,

wherein the redirected call is forwarded via a communication network to an alternate audio IVR system when the authentication of the account fails.

2. The method as described in claim 1,

wherein the screening includes using one or more forms of biometric recognition.

3. The method as described in claim 2,

wherein the one or more forms of biometric recognition includes voiceprint recognition, fingerprint recognition, and/or facial recognition.

4. The method as described in claim 1,

wherein the screening includes using a combination of a form of alphanumeric recognition and one or more forms of biometric recognition, and

wherein the one or more forms of biometric recognition includes voiceprint recognition, fingerprint recognition, and/or facial recognition.

5. The method as described in claim 1, further comprising:

retrieving personalized account information from the service provider for use by the visual IVR application upon authentication of the account by the service provider communication network.

6. The method as described in claim 1, further comprising:

terminating the redirecting of the call and forwarding the call via a communication network to an audio IVR system when the authenticating an account fails.

7. The method as described in claim 5, further comprising:

simulating a phone call by playing a ring cycle audio file that is audible to the user of the portable communication device during the authenticating an account and the retrieving personalized account information.

8. The method as described in claim 1,

wherein matching the predetermined criteria includes determining whether the service provider currently providing communication services to the portable communication device matches a designated service provider.

9. The method as described in claim 5,

wherein the retrieved personalized account information from the service provider varies dependent upon a duration of time that an owner of the portable communication device has used the service provider communication network.

10. The method as described in claim 5,

wherein the selected retrieved personalized account information includes a current status of owner billing information, a current status of owner communication usage information, and a plurality of visual selectors that enable the user of the portable communication device to select additional visual pages of information and to talk with an agent of the service provider.

11. The method as described in claim 10,

wherein the additional visual pages of information provide visual selectors enabling the user of the portable communication device to talk to a specialized agent of the service provider who possesses specialized knowledge about a specific service provided by the service provider.

12. The method as described in claim 10,

wherein the plurality of visual selectors includes a visual selector that enables an owner of the portable communication device to initiate an enhanced authentication process enabling the owner to access owner information having a higher level of security than the retrieved personalized account information.

13. The method as described in claim 9,

wherein the plurality of visual selectors that enable the user of the portable communication device to select additional visual pages of information and to talk with the agent of the service provider may be activated by the user audibly issuing voice or text commands to the portable communication device, which are received by a receiver in the portable communication device.

14. The method as described in claim 1, further comprising:

identifying a type of the portable communication device,

redirecting the call initiated from the portable communication device internally by the portable communication device when the type is identified as a first type of portable communication device, and

redirecting the call initiated from the portable communication device externally by the service provider communication network when the type is identified as a second type of portable communication device.

15. A non-transitory computer-readable storage medium encoded with an executable computer program for redirecting a call initiated from a portable communication device, and when executed by a processor, causes the processor to perform operations comprising:

screening the call initiated from the portable communication device by a communication application resident on the portable communication device;

automatically redirecting, by the portable communication device, the call when the screening determines that the call matches predetermined criteria;

authenticating an account corresponding to the portable communication device that initiated the redirected call by communicating with a service provider communication network; and

executing a visual IVR application that visually interacts with a user of the portable communication device upon authentication of the account by the service provider communication network,

wherein the redirected call is forwarded via a communication network to an alternate audio IVR system when the authentication of the account fails.

16. The non-transitory computer-readable storage medium according to claim 15,

wherein the screening includes using a combination of a form of alphanumeric recognition and one or more forms of biometric recognition, and

wherein the one or more forms of biometric recognition includes voiceprint recognition, fingerprint recognition, and/or facial recognition.

17. A portable communication device, comprising:

a memory that stores programs and data used by the portable communication device;

a display that displays information to a user of the portable communication device; and

a processor that performs operations, including

screening a call initiated from the portable communication device by a communication application resident in the portable communication device,

automatically redirecting a call initiated from the portable communication device when the screening determines that the call matches predetermined criteria,

authenticating an account corresponding to the portable communication device that initiated the redirected call by communicating with a service provider communication network; and

executing a visual IVR application that visually interacts with the user of the portable communication device upon authentication of the account by the service provider communication network,

wherein the redirected call is forwarded via a communication network to an alternate audio IVR system when the authentication of the account fails.

18. The device as described in claim 17,

wherein the screens calls includes using one or more forms of biometric recognition.

19. The method as described in claim 18,

wherein the one or more forms of biometric recognition includes voiceprint recognition, fingerprint recognition, and/or facial recognition.

20. The portable communication device according to claim 17,

wherein the screens calls includes using a combination of a form of alphanumeric recognition and one or more forms of biometric recognition, and

wherein the one or more forms of biometric recognition includes voiceprint recognition, fingerprint recognition, and/or facial recognition.