Systems and Methods for Producing Build Calls

• US 20080181371A1
• Filed: 01/30/2008
• Published: 07/31/2008
• Est. Priority Date: 01/30/2007
• Status: Abandoned Application

• Current Assignee: Eliza Corporation (Gainwell Technologies)
• Original Assignee: Eliza Corporation (Gainwell Technologies)
• Inventors: Krull, Ivy, Drane, Alexandra, Merrow, Lucas
• Application Number:
  US12/022,723
• Publication Number:
  US 20080181371A1
• Time in Patent Office: Days
• US Class Current: 379/88.01
• CPC Class Codes: H04M 11/10 with dictation recording and playback systems
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• 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

Abstract

Techniques are disclosed for making an automated telephone call more interactive and intelligent by saving responses gathered from a previous call and using that information to build more personal and engaging subsequent interactions. An initial telephone call can be designed with data needs in mind. Relevant responses from the initial calls can be captured and stored and a follow-up call can be created that includes dialogs that reference specific information from the previous interactions with the system. Such build call techniques can be utilized on outbound, as well as inbound calls, and can simulate a human being'"'"'s ability to listen, remember and refer to past conversations, making the automated telephone calls more interactive and effective.

Claims

1. A method of producing a telephone call for telephony-based informational interaction, the method comprising:

conducting an initial call with a called person;

gathering information from the called person during the initial call; and

conducting at least one subsequent call with the called person, the subsequent call utilizing information from the called person from the initial call and any other previous call.

2. The method of claim 1, wherein conducting an initial call comprises recognizing a called person.

3. The method of claim 1, wherein gathering information from the called person during the initial call comprises storing responses to specific questions posed during the call.

4. The method of claim 1, wherein conducting a subsequent call comprises recognizing the called person.

5. The method of claim 4, wherein recognizing the called person comprises conveying recognition to the called person in the subsequent call.

6. The method of claim 1, wherein conducting an initial call comprises using an automated system to place the initial call to the called person.

7. The method of claim 1, wherein conducting an initial call comprises using an automated system to convey voice prompts to the called person.

8. The method of claim 1, wherein conducting a subsequent call comprises using an automated system to place the subsequent call to the called person.

9. The method of claim 1, wherein conducting a subsequent call comprises using an automated system to convey voice prompts to the called person.

10. The method of claim 1, wherein information gathered from the called person comprises healthcare information.

11. The method of claim 1, wherein information gathered from the called person comprises health plan information.

12. The method of claim 1, further comprising utilizing information from an external data source outside of the initial call to the called person.

13. The method of claim 12, wherein the external data source comprises insurance claim data.

14. The method of claim 12, wherein the external data source comprises census demographic data.

15. The method of claim 12, wherein the external data source comprises consumer purchase data.

16. The method of claim 1, further comprising conveying a news alert to the called person during the subsequent call.

17. The method of claim 16, wherein the news alert comprises a public safety message.

18. The method of claim 16, wherein the news alert comprises a weather report.

19. The method of claim 1, wherein subsequent call includes healthcare information.

20. The method of claim 1, wherein the subsequent call includes health plan information.

21. The method of claim 1, wherein information gathered from the called person comprises language preference, time of day for a call, thoughts on a program, planned behavior that relates to health, or other life events.

22. The method of claim 16, wherein the news alert comprises community event information.

23. The method of claim 22, wherein the community event information comprises information about local health clinics or seminars.

24. The method of claim 12, wherein the external data source comprises publicly accessible data.

25. The method of claim 24, wherein the external data comprises information from the Behavioral Risk Factor Surveillance System (BRFSS) of the National Center for Chronic Disease Prevention and Health Promotion.

26. The method of claim 24, wherein the publicly accessible data comprises cultural indicator data.

27. A system for conducting build calls to a target person, the system comprising:

an automated calling system configured and arranged to place an automated initial call including one or more spoken voice prompts to a target person at a called party telephone and to conduct one or more subsequent build calls to the target person; and

a storage system configured and arranged to record responses of the target person.

28. The system of claim 27, further comprising an automated speech recognition system configured and arranged to process auditory responses of the target person as made in response to the one or more voice prompts.

29. The system of claim 27, wherein the one or more build calls incorporate information related to a response from the target person during the initial call.

30. The system of claim 27, wherein the one or more build calls incorporate information from an external data source external to the initial call.

31. The system of claim 30, wherein the external data source comprises insurance claim data.

32. The system of claim 30, wherein the external data source comprises census demographic data.

33. The system of claim 30, wherein the external data source comprises consumer purchase data.

34. The system of claim 27, wherein the system is configured and arranged to dynamically recognize an inbound or outbound call conducted with the targeted caller.

35. The system of claim of claim 27, wherein the one or more build calls includes information including an absence of a response from the called person.

36. The system of claim 35, wherein information includes that the called person did take an action that they were requested to take.

37. The system of claim 36, wherein the action requested to take is a call to a particular phone number.