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

  • US 10,419,609 B1
  • Filed: 06/26/2018
  • Issued: 09/17/2019
  • Est. Priority Date: 11/14/2014
  • Status: Active Grant
First Claim
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1. A call processing system, comprising:

  • a communications interface;

    a memory, and a controller programmed to;

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

    determine a content for a conversation topic between the caller and the customer service representative by the controller;

    determine a secondary device associated with the caller that is separate from the device the caller is using for the primary access channel by the controller; 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 topic of conversation between the caller and the customer service representative.

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