System and method for providing an interactive voice response system with a secondary information channel

• US 10,044,858 B1
• Filed: 11/16/2015
• Issued: 08/07/2018
• Est. Priority Date: 11/14/2014
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Harris, John R.
• Primary Examiner(s): Hashem, Lisa
• Application Number:
  US14/942,007
• Time in Patent Office: 995 Days
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2203/158 Call-type dependent routing
• CPC Class Codes: H04M 2203/351 Pre or post-call/conference information service
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4365 based on information specified by the calling party, e.g. priority or subject
• 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: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 8/18 Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data
• CPC Class Codes: H04W 80/12 Application layer protocols, e.g. WAP [Wireless Application Protocol]

Abstract

A call processing system and method for providing a secondary information channel to a caller. Upon reception of a call from a caller to a customer service representative on a primary access channel determine a device (secondary device) associated with the caller that is separate from the device the caller is using for the primary access channel. The secondary device is to be used to provide a secondary information access channel. The secondary information access channel is complimentary to the primary access channel between the caller and the customer service representative and is utilized to deliver information content to the caller and/or provide other services supportive of the conversation with the company service representative.

Claims

1. A call processing system, comprising:

a communications interface;

a memory, and a controller programmed to;

determine the identity of a caller via reception of a call from a caller to a customer service representative on a primary access channel;

determine a content for a conversation topic regarding an on-going conversation between the caller and the customer service representative including a need for a digital signature from the caller by the controller;

determine a device (secondary device) associated with the caller that is separate from the device the caller is using for the primary access channel; and

provide a secondary information access channel complimentary to a primary access channel between the caller and the customer service representative via the secondary device based upon the determined conversation topic of the on-going conversation between the caller and the customer service representative wherein the secondary channel facilitates acquiring the digital signature from the caller.

2. The call processing system as recited in claim 1, wherein the secondary device consists of:

a smart phone device;

a tablet device;

a desktop computing device;

or a portable computing device.

3. The call processing system as recited in claim 1, wherein a plurality of secondary devices are associated with the caller.

4. The call processing system as recited in claim 3, wherein the controller is further programmed to select a secondary device from the plurality of secondary devices associated with the caller contingent upon the determined content of the conversation between the caller and the customer service representative.

5. The call processing system as recited in claim 1, wherein the controller is further programmed to utilize predictive analytics to determine when a secondary access channel is needed contingent upon the determined content of the conversation between the caller and the customer service representative.

6. The call processing system as recited in claim 1, wherein the controller is further programmed to transmit a push notification to a caller'"'"'s secondary device to initiate the secondary access channel.

7. The call processing system as recited in claim 1, wherein the controller utilizes the secondary access channel to send information to the caller for reception on the secondary device.

8. The call processing system as recited in claim 7, wherein the information sent via the secondary access channel is used to verify data accuracy.

9. The call processing system as recited in claim 7, wherein the information sent via the secondary access channel is used to provide a document exchange between the caller and a customer service representative.

10. The call processing system as recited in claim 1, wherein the controller is further configured to:

monitor a frequency of call activity for each caller;

determine reception of a call from a high frequency caller; and

retrieve from the memory predicted information to be requested from the high frequency caller prior to the high frequency caller being voice connected with a company service representative and prior to determining the topic of conversation between the caller and the customer service representative; and

providing the retrieved information to the company service representative prior to the high frequency caller being voice connected with a company service representative.

11. The call processing system as recited in claim 1, wherein the controller is further adapted to:

monitor a frequency of call activity for each caller;

determine reception of a call from a high frequency caller; and

provide a customized message for the high frequency caller prior to the high frequency caller being voice connected with a company service representative wherein the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the determined high frequency caller to a company service representative.