Predictive automatic voice response systems

• US 20060285657A1
• Filed: 05/31/2005
• Published: 12/21/2006
• Est. Priority Date: 05/31/2005
• Status: Abandoned Application

• Current Assignee: Chris Nicotra, David Lowell Lippke, Keith Bunker Jenkins
• Original Assignee: Chris Nicotra, David Lowell Lippke, Keith Bunker Jenkins
• Inventors: Nicotra, Chris, Jenkins, Keith Bunker, Lippke, David Lowell
• Application Number:
  US11/142,040
• Publication Number:
  US 20060285657A1
• Time in Patent Office: Days
• US Class Current: 379/67.100
• CPC Class Codes: H04M 2201/14 Delay circuits; Timers
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• 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 3/53383 Message registering commands or announcements; Greetings

Abstract

An automated voice response system is provided that determines the most likely reason a caller is using the response system and, without any input from the user, provides the user with a predictive message. As such, the average call time for users of the voice response system is decreased. As in one example, the telephone number used to call the voice response system can be utilized to determine if the caller has an account with a service or product associated to the voice response system. The voice response system can then scan to see if there is a problem with the account that the user. Extending this example, a user that is at home waiting since 4 pm for a cable repairman may be presented with the predictive message “your repairman is running 2 hours late and will be at your house at 6 pm” the moment the caller connects to the voice response system.

Claims

1. A method comprising:

receiving an incoming telephone call;

determining whether there is a most likely reason for said telephone call;

generating a predictive message based on said most likely reason when said most likely reason is determined; and

transmitting said predictive message to said caller prior to accepting inputs from said caller.

2. The method of claim 1, further comprising identifying the telephone number that placed said incoming telephone call.

3. The method of claim 2, further comprising:

searching for a customer account associated with said telephone number.

4. The method of claim 3, further comprising finding said customer account, wherein said determining said most likely reason for said telephone call comprises recognizing problems with said customer account.

5. The method of claim 4, wherein said determining said most likely reason for said telephone call comprises ranking said recognized problems with said customer account in order of importance.

6. The method of claim 5, wherein said most likely reason for calling is the most important of said recognized problems.

7. The method of claim 2, further comprising determining a geographic location associated with said telephone number.

8. The method of claim 7, wherein said determining said most likely reason for calling comprises recognizing a problem in said geographic location.

9. The method of claim 2, further comprising determining whether or not said telephone number is associated with a wireless telephone.

10. The method of claim 9, further comprising determining the service provider of said wireless telephone.

11. The method of claim 1, wherein said determining said most likely reason for said telephone call comprises recognizing the most popular reason for calling for a period of time.

12. The method of claim 1, wherein said determining said most likely reason for said telephone call comprises recognizing the most popular reason for calling for the day that said incoming call was received.

13. The method of claim 1, wherein said determining said most likely reason for said telephone call comprises recognizing the most popular reason for calling for the day of the week that said incoming call was received.

14. The method of claim 11, wherein said recognizing the most popular reason for calling for said period of time comprises ranking the most popular menu items from a plurality of menu items that were presented to past customers.

15. The method of claim 1, wherein said determining said most likely reason for said telephone call comprises recognizing the most popular reason for calling.

16. The method of claim 1, wherein said determining said most likely reason for calling comprises the most popular reason for calling for a period of time for a particular geographic location.

17. The method of claim 1, wherein said determining said most likely reason for calling comprises recognizing the most important predictive message, wherein said predictive message is said most important predictive message.

18. The method of claim 1, wherein said predictive message is a dynamic predictive message.

19. The method of claim 18, further comprising:

identifying the telephone number of said incoming telephone call;

identifying a user account associated with said telephone number;

identifying a user name from said user account;

adding a form of said user name to said predictive message.

20. The method of claim 18, further comprising:

identifying the telephone number of said incoming telephone call;

identifying a user account associated with said telephone number;

identifying a geographic area associated to said user account;

adding a form of said geographic area to said predictive message.

21. The method of claim 1, further comprising recognizing that the telephone number of said incoming telephone call is a blocked number.

22. The method of claim 21, wherein said determining said most likely reason for calling comprises either determining at least one reason for calling associated with the most popular reasons for calling or determining the most important predictive message from a list of predictive messages.

23. The method of claim 1, further comprising providing an inquiry message to determine if any additional information is needed after said predictive message has been transmitted.

24. The method of claim 23, further comprising receiving data in said telephone call.

25. The method of claim 24, further comprising providing a predictive message representative of a second most likely reason for said telephone call.

26. The method of claim 24, further comprising providing predictive menu options in said telephone call.

27. The method of claim 1, further comprising:

determining the telephone number of said incoming telephone call;

identifying a customer account associated to said incoming telephone call, wherein said predictive message is based on prior activity in said customer account.

28. The method of claim 1, further comprising:

determining the telephone number of said incoming call, wherein said predictive message is based on a prior selection history associated to said telephone number.

29. The method of claim 1, further comprising providing an inquiry message to determine if any additional information is needed to be provided after said predictive message has been transmitted.

30. The method of claim 29, further comprising receiving data representative of the need for additional information.

31. The method of claim 30, further comprising routing said telephone call to a customer service representative after said data representative of the need for additional data is received.

32. A method comprising:

storing a delivery status of a service for a customer in an event history associated to said customer;

receiving a telephone call;

identifying the telephone number of said telephone call as the telephone number of said customer;

retrieving said delivery status from said event history; and

providing a voice message to said customer representative of said delivery status without requiring said user to enter in any data in said telephone call.

33. A method comprising:

storing an installation status of a service for a customer in an event history associated to said customer;

receiving a telephone call;

identifying the telephone number of said telephone call as the telephone number of said customer;

retrieving said delivery status from said event history; and

providing a voice message to said customer representative of said installation status without requiring said user to enter in any data in said telephone call.

34. A method comprising:

storing a shipment status of a product for a customer in an event history associated to said customer;

receiving a telephone call;

identifying the telephone number of said telephone call as the telephone number of said customer;

retrieving said delivery status from said event history; and

providing a voice message to said customer representative of said shipment status without requiring said user to enter in any data in said telephone call.

35. A method comprising:

storing a survey status of a service for a customer in an event history associated to said customer;

receiving a telephone call;

identifying the telephone number of said telephone call as the telephone number of said customer;

retrieving said delivery status from said event history; and

providing a voice message to said customer representative of said survey status without requiring said user to enter in any data in said telephone call.

36. A system comprising:

a receiver for receiving an incoming telephone call;

a memory for storing customer account data; and

a processor for providing an predictive automated voice response feature for identifying the telephone number of said incoming telephone call, locating customer account data associated with said identified telephone number, and providing a predictive message in said telephone call associated to said customer account data without requiring data to be input in said incoming call.

37. The system of claim 36, wherein said predictive message is generated by synthesizing text data into audible signals.

38. The system of claim 36, wherein said predictive message is stored in said memory as audio and retrieved from said memory when said predictive message is provided in said telephone call.

39. A system comprising:

a receiver for receiving an incoming telephone call;

a memory for storing customer account data; and

a processor for providing an predictive menu options feature for identifying the telephone number of said incoming telephone call, locating customer account data associated with said identified telephone number, and providing at least one predictive menu options in said telephone call associated to said customer account data without requiring data to be input in said incoming call.

40. A system comprising:

a receiver for receiving an incoming telephone call;

a memory for storing caller activity; and

a processor for providing an predictive menu options feature for providing at least one predictive menu option in said telephone call associated to said caller activity a without requiring data to be input in said incoming call.

41. A system comprising:

a receiver for receiving an incoming telephone call;

a processor for providing menu options in said incoming telephone call; and

a memory for storing the popularity of said menu options, wherein said popularity for each one of said menu options is associated to the number of times said one menu option was selected for a period of time, and wherein at least one predictive menu option is provided in said telephone call based on said popularity of said menu options without requiring data to be input in said incoming call.