Method and system for performing automated prepaid account renewal

• US 20040236679A1
• Filed: 05/20/2003
• Published: 11/25/2004
• Est. Priority Date: 05/20/2003
• Status: Abandoned Application

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Anderson, David J.
• Application Number:
  US10/441,810
• Publication Number:
  US 20040236679A1
• Time in Patent Office: Days
• US Class Current: 705/39
• CPC Class Codes: G06Q 20/10 specially adapted for electronic funds transfer [EFT] systems; specially adapted for home banking systems
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method for performing automated prepaid account renewal comprising receiving notification that a customer is due for a renewal inquiry telephone call and initiating a telephone call to the customer using an auto-dialing device. Notification is received at a voice platform that the customer has answered the telephone call. The voice platform includes a text-to-speech device, a speech recognition device and a language model. A verbal message is transmitted, via the text-to-speech device, to the customer offering to perform a renewal process for the customer. In response to the transmitting, a message is received from the customer via the speech recognition device. A renewal process is performed in response to the message including a request to initiate the renewal process, where the renewal process is responsive to communication between the voice platform and the customer. The telephone call is transferred to a call center in response to the message including a request to transfer the telephone call to the call center. A call-back process is performed in response to the message including a request to initiate the call-back process, where the call-back process is responsive to the communication between the voice platform and the customer.

Claims

1. A method for performing automated prepaid account renewal, said method comprising:

receiving notification that a customer is due for a renewal inquiry telephone call;

initiating a telephone call to said customer using an auto-dialing device;

receiving notification at a voice platform that said customer has answered said telephone call, wherein said voice platform includes a text-to-speech device, a speech recognition device and a language model;

transmitting a verbal message via said text-to-speech device to said customer offering to perform a renewal process for said customer;

receiving a message from said customer via said speech recognition device in response to said transmitting;

performing a renewal process in response to said message including a request to initiate said renewal process, wherein said renewal process is responsive to communication between said voice platform and said customer;

transferring said telephone call to a call center in response to said message including a request to transfer said telephone call to said call center; and

performing a call-back process in response to said message including a request to initiate said call-back process, wherein said call-back process is responsive to said communication between said voice platform and said customer.

2. The method of claim 1 wherein said performing said renewal process includes:

determining a renewal quantity and a renewal price;

receiving payment from said customer, wherein said payment includes said renewal price;

updating a record for said customer to include said renewal quantity in response to said receiving payment; and

confirming the completion of said updating.

3. The method of claim 2 wherein said performing said renewal process further includes:

transmitting a verbal message to said customer via said text-to-speech device regarding a promotional offer.

4. The method of claim 2 wherein said receiving payment includes:

receiving a credit card number and expiration date for said customer; and

transmitting a request to a credit card company or credit card service to apply said renewal price to said credit card.

5. The method of claim 4 wherein said receiving payment further includes:

receiving a notice from said credit card company or credit card service that that said renewal price has been applied to said credit card.

6. The method of claim 2 wherein said receiving payment further includes authenticating the identity of said customer.

7. The method of claim 2 wherein said confirming the completion of said updating includes:

transmitting a verbal confirmation message via said text-to-speech device to said customer.

8. The method of claim 2 wherein said confirming the completion of said updating includes:

transmitting an electronic-mail receipt to said customer.

9. The method of claim 2 wherein said confirming the completion of said updating includes:

transmitting a facsimile receipt to said customer.

10. The method of claim 2 wherein said confirming the completion of said updating includes:

mailing a paper receipt to said customer.

11. The method of claim 1 wherein said performing a call-back process includes:

determining the criteria for when said customer is due for another said renewal inquiry telephone call; and

updating a record for said customer to include said criteria.

12. The method of claim 11 wherein said criteria includes a current quantity.

13. The method of claim 11 wherein said criteria includes an estimated current quantity.

14. The method of claim 11 wherein said criteria includes a periodic date.

15. The method of claim 11 wherein said criteria includes a specific date and time.

16. The method of claim 11 wherein said criteria includes instructions not to call said customer.

17. The method of claim 11 wherein said receiving a notification that said customer is due for said renewal inquiry telephone call is in response to said criteria in said record being met.

18. The method of claim 1 wherein said renewal inquiry relates to a product, wherein the quantity of said product held by said customer may be monitored.

19. The method of claim 18 wherein said product includes airtime minutes for a wireless telephone service.

20. The method of claim 18 wherein said product includes fuel at a gas station.

21. The method of claim 1 wherein said renewal inquiry relates to a product, wherein a pre-selected quantity of said product is ordered by said customer on a periodic basis.

22. The method of claim 1 wherein said communication between said voice platform and said customer is multi-lingual and a language is chosen based on the language spoken by said customer.

23. The method of claim 1 wherein said transmitting a verbal message occurs within a pre-specified time of said receiving notification.

24. The method of claim 1 wherein said pre-specified time is less than one second.

25. The method of claim 1 further comprising transmitting visual data to said customer.

26. The method of claim 25 wherein said visual data includes at least one of display options, features and packaging for a product or service.

27. A computer program product for performing automated prepaid account renewal, the computer program product comprising:

a storage medium readable by a processing circuit and storing instructions for execution by the processing circuit for performing a method comprising;

receiving notification that a customer is due for a renewal inquiry telephone call;

initiating a telephone call to said customer using an auto-dialing device;

receiving notification at a voice platform that said customer has answered said telephone call, wherein said voice platform includes a text-to-speech device, a speech recognition device and a language model;

transmitting a verbal message via said text-to-speech device to said customer offering to perform a renewal process for said customer;

receiving a message from said customer via said speech recognition device in response to said transmitting;

performing said renewal process in response to said message including a request to initiate said renewal process, wherein said renewal process is responsive to communication between said voice platform and said customer and to said language model;

transferring said telephone call to a call center in response to said message including a request to transfer said telephone call to said call center; and

performing a call-back process in response to said message including a request to initiate said call-back process, wherein said call-back process is responsive to said communication between said voice platform and said customer and to said language model.

28. A system for performing automated prepaid account renewal, the system comprising:

a network;

a call center in communications with said network; and

a voice platform including an auto-dialing device, a speech recognition device, and a text-to-speech device in communication with said network, said voice platform including instructions to implement the method comprising;

receiving notification via said network that a customer is due for a renewal inquiry telephone call;

initiating a telephone call via said network to said customer using an auto-dialing device;

receiving notification via said network at said voice platform that said customer has answered said telephone call;

transmitting a verbal message via said network and said text-to-speech device to said customer offering to perform a renewal process for said customer;

receiving a message from said customer via said network and said speech recognition device in response to said transmitting;

performing said renewal process in response to said message including a request to initiate said renewal process, wherein said renewal process is responsive to communication between said voice platform and said customer;

transferring said telephone call via said network to said call center in response to said message including a request to transfer said telephone call to said call center; and

performing a call-back process in response to said message including a request to initiate said call-back process, wherein said call-back process is responsive to said communication between said voice platform and said customer.

29. The system of claim 28 wherein said network is a public switched telephone network.

30. The system of claim 28 wherein said network is the Internet.

31. The system of claim 28 wherein said network includes a public switched telephone network and the Internet.

32. The system of claim 28 wherein said network includes a voice over Internet protocol.