SYSTEM AND METHOD TO ENABLE ACCESS OF MULTIPLE SERVICE PROVIDERS IN A SINGLE CALL

• US 20120051532A1
• Filed: 07/22/2011
• Published: 03/01/2012
• Est. Priority Date: 08/31/2010
• Status: Active Grant

• Current Assignee: TATA Consultancy Services Limited (Tata Sons Pvt Ltd.)
• Original Assignee: TATA Consultancy Services Limited (Tata Sons Pvt Ltd.)
• Inventors: PANDE, Arun, KOPPARAPU, Sunil Kumar, SHEIKH, Imran Ahmed
• Granted Patent: US 8,804,934 B2
• Time in Patent Office: Days
• US Class Current: 379/201.05
• CPC Class Codes: H04M 3/4285 Notifying, informing or entertaining a held party while on hold, e.g. Music On Hold
• CPC Class Codes: H04M 3/465 Arrangements for simultaneously calling a number of substations until an answer is obtained
• 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

Abstract

The present invention proposes a system and a method to enable an IVR mashup interface to ease the selection of services over a communication device and enhances the caller experience by ways of personalizing the call and making effective use of the call hold time. The said system and method as implemented by the mashup server automatically connects the caller to the most immediate service offering service provider after simultaneously placing of the call to various service providers. In the mean time, the mashup server simultaneously calculates the wait time to get connected to service provider after a call is made to mashup service and relays appropriate promotional content to the caller based on such wait time and the profile of the user. Further the system and method as proposed is capable of representing a user and transact on behalf of the user by talking to the live agents or interacting with the automated IVR systems representing the service providers.

Claims

1. A method of obtaining information from various service providers in the same call wherein IVRs of the two or more service providers providing a similar service are provided in a mashup form, using the machine implemented steps of:

creating a user profile of the caller by seeking and storing on a web-platform the data in one or more fields in the user profile;

automatically answering the user'"'"'s call by the mashup server followed by simultaneous placement of call to one or more service provider;

simultaneously calculating the wait time to get connected to service provider and relaying appropriate promotional content to the caller based on such wait time and the profile of the user;

connecting the user in sequence of immediate availability to one or more service provider agent or IVR;

2. A method as claimed in claim 1, wherein the mashup server can serve as a web mashup and provides various service providers in the same call.

3. A method as claimed in claim 1, wherein the promotional content comprises infotainment messages and advertisements based on one or more fields in the user'"'"'s profile.

4. A method as claimed in claim 3, wherein one or more fields in the profile of the user can be selected from age, sex, location, interest, geographic, preference for service provider.

5. A method as claimed in claim 1, wherein the mashup server calls the preferred service provider of the user which is mentioned in the user'"'"'s profile.

6. A method as claimed in claim 1, wherein the mashup server is competent to complete the transaction and call back the user to furnish the service details upon receiving a request from the user.

7. A method as claimed in claim 1, further comprising a speech recognition engine that determines the wait time to get re-connected to the service provider from the wait message played by the provider before putting the call on hold.

8. A method as claimed in claim 7, wherein the promotional content is relayed according to the determined wait time.

9. A system for obtaining information from various service providers in the same call wherein IVRs of the two or more service providers providing a similar are provided in a mashup form, the said system comprising of:

a web platform for creating a user profile of the caller by seeking and storing the input data in one or more fields in the user profile on a computer readable medium;

a communication device that automatically answers the user'"'"'s call at the mashup server followed by simultaneous placement of call to one or more service providers;

a mashup server calculating the wait time to get connected to the service provider and relaying appropriate promotional content to the caller simultaneously based on such wait time and the profile of the user;

further mashup server connecting the user in sequence of immediate availability to one or more service provider agent or IVR;

10. A system as claimed in claim 9, wherein the mashup server can serve as a web mashup and provides various service providers in the same call.

11. A system as claimed in claim 9, wherein the promotional content comprises infotainment messages and advertisements based on one or more fields in the user'"'"'s profile.

12. A system as claimed in claim 11, wherein one or more fields in the profile of the user can be selected from age, sex, location, interest, geographic, preference for service provider.

13. A system as claimed in claim 9, wherein the mashup server calls the preferred service provider of the user as per the profile preferred.

14. A system as claimed in claim 9, wherein the mashup server is competent to complete the transaction and call back the user to furnish the service details upon receiving a request from the user.

15. A system as claimed in claim 9, further comprising a speech recognition engine that determines the wait time to get re-connected to the service provider from the wait message played by the provider before putting the call on hold.

16. A system as claimed in claim 15, wherein the promotional content is relayed according to the determined wait time.

17. A system of obtaining an information from various service providers in the same call wherein the IVRs of the two or more service providers providing a similar service as mashup wherein the said system comprising of:

a web platform for creating a user profile of the caller by seeking and storing the data in one or more fields in the user profile;

a communication device automatically answer the user'"'"'s call by the mashup service;

a speech recognition engine that processes the voice request signal made by the registered user and further determines the query from the registered user'"'"'s request followed by simultaneous placement of call to one or more service provider;

a mashup service calculates the wait time to get connected to the service provider and relaying appropriate promotional content to the caller simultaneously based on such wait time and the profile of the user;

further mashup service connects the user in sequence of immediate availability to one or more service provider agent or IVR;

18. A system as claimed in claim 17, wherein the speech recognition engine interacts to an agent or the IVR of service provider through mashup service.