System, Method and Computer Program Product for Interactive Voice Notification and Product Registration

• US 20100086109A1
• Filed: 12/08/2009
• Published: 04/08/2010
• Est. Priority Date: 06/02/2004
• Status: Abandoned Application

• Current Assignee: Grolleger LLC (Oso IP, LLC)
• Original Assignee: Audiopoint Incorporated
• Inventors: Zhang, Xia, Lichorowic, Brian
• Application Number:
  US12/633,720
• Publication Number:
  US 20100086109A1
• Time in Patent Office: Days
• US Class Current: 379/88.120
• CPC Class Codes: G08B 25/005 Alarm destination chosen according to a hierarchy of available destinations, e.g. if hospital does not answer send to police station
• CPC Class Codes: G08B 25/006 Alarm destination chosen according to type of event, e.g. in case of fire phone the fire service, in case of medical emergency phone the ambulance
• CPC Class Codes: G08B 25/08 using communication transmission lines G08B13/19658, G08B21/0286, G08B25/016 take precedence
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 2203/2083 Confirmation by serviced party
• CPC Class Codes: H04M 2203/6045 Identity confirmation
• CPC Class Codes: H04M 3/53333 Message receiving aspects
• CPC Class Codes: H04M 3/537 Arrangements for indicating the presence of a recorded message , whereby the presence information might include a preview or summary of the message

Abstract

An automated product registration system registers a product in response to an incoming telephone call. Outbound telephonic notifications are sent based on user responses during the product registration. The notification can be a product recall alert, information about a complementary product and/or new feature the user showed interest in, and/or an option to extend warranty coverage. The system can transfer the user to a live agent when the user requests more information.

Claims

1. A method for product registration comprising:

receiving a customized set of questions to be posed to a plurality of callers;

receiving an incoming telephone call at an automated registration system from a user registering a product;

prompting the user with the set of questions and recognizing user responses to the set of questions with a voice recognition system;

storing the user responses; and

sending an outbound telephonic notification based on the user responses meeting notification criteria.

2. The method of claim 1, in which the notification criteria comprises a product recall alert.

3. The method of claim 1, further comprising transferring the user to a live agent when the user requests more information.

4. The method of claim 1, in which the notification criteria comprises interest in a complementary product.

5. The method of claim 1, in which the notification criteria comprise a warranty expiration alert.

6. The method of claim 5, in which the outbound telephonic notification comprises an option to extend warranty coverage.

7. The method of claim 1, in which the notification criteria comprises interest in a new feature.

8. A voice services system comprising:

a voice services platform comprising a content management system;

a text-to-speech system for synthesizing speech from text, coupled to said voice services platform;

a notifier coupled to said voice services platform; and

a product registration system coupled to the notifier, the product registration system comprising;

a customizable set of questions to be posed to a plurality of callers;

a voice recognition system, adapted to prompt a user with the set of questions and to recognize user responses to the set of questions;

a storage, adapted to store the user responses; and

a call router, adapted to transfer the user to a live agent;

wherein the notifier is adapted to send an outbound telephonic notification based on said user responses.

9. The system of claim 8, in which the outbound telephonic notification comprises a product recall alert.

10. The system of claim 8, in which the call router transfers the user to a live agent when the user requests more information.

11. The system of claim 8, in which the outbound telephonic notification comprises information about a complementary product.

12. The system of claim 8, in which the outbound telephonic notification comprises an option to extend warranty coverage.

13. The system of claim 8, in which the outbound telephonic notification comprises information about a new feature.

14. A computer program product tangibly stored on a computer readable medium for registering products, comprising:

instruction receiving code that receives a customized set of questions to be posed to a plurality of callers;

call receiving code that receives an incoming telephone call at an automated registration system from a user registering a product;

prompting code that prompts the user with the set of questions and recognizes user responses to the set of questions with voice recognition code;

storing code that stores the user responses; and

notification code that sends an outbound telephonic notification based on the user responses meeting notification criteria.

15. The medium of claim 14, in which the notification criteria comprises a product recall alert.

16. The medium of claim 14, further comprising transferring code that transfers the user to a live agent when the user requests more information.

17. The sy medium stem of claim 14, in which the notification criteria comprises interest in a complementary product.

18. The medium of claim 14, in which the notification criteria comprises a warranty expiration alert.

19. The medium of claim 18, in which the outbound telephonic notification comprises an option to extend warranty coverage.

20. The medium of claim 14, in which the notification criteria comprises interest in a new feature.