Communication with a Voice-Based Account Management System
First Claim
1. An on-line account management system for facilitating communication with a voice-based management system, comprising:
- a memory comprising rules associated with facilitating communication with a voice-based management system; and
a processor communicatively coupled to the memory and operable to;
receive an authentication credential;
based on the authentication credential, allow a user to access an on-line management system operable to facilitate management of an account;
receive, by the on-line management system, a request to connect the user to the voice-based management system operable to facilitate providing a response to a question included in the request;
determine a user type associated with the user;
determine a context associated with the question included in the request;
determine a response unit in the voice-based management system according to the user type and the context; and
connect the user to the response unit in the voice-based management system without requiring the user to provide the authentication credential to the response unit.
2 Assignments
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Accused Products
Abstract
According to an embodiment, a method facilitates communication with a voice-based management system. An authentication credential is received. Based on the authentication credential, a user is allowed to access an on-line management system operable to facilitate management of an account. The on-line management system receives a request to connect the user to a voice-based management system operable to facilitate providing a response to a question included in the request. A user type associated with the user is determined. A context associated with the question included in the request is determined. A response unit in the voice-based management system is determined according to the user type and the context. The user is connected to the response unit in the voice-based management system without requiring the user to provide the authentication credential to the response unit.
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Citations
20 Claims
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1. An on-line account management system for facilitating communication with a voice-based management system, comprising:
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a memory comprising rules associated with facilitating communication with a voice-based management system; and a processor communicatively coupled to the memory and operable to; receive an authentication credential; based on the authentication credential, allow a user to access an on-line management system operable to facilitate management of an account; receive, by the on-line management system, a request to connect the user to the voice-based management system operable to facilitate providing a response to a question included in the request; determine a user type associated with the user; determine a context associated with the question included in the request; determine a response unit in the voice-based management system according to the user type and the context; and connect the user to the response unit in the voice-based management system without requiring the user to provide the authentication credential to the response unit. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for facilitating communication with a voice-based management system, comprising:
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receiving an authentication credential; based on the authentication credential, allowing a user to access an on-line management system operable to facilitate management of an account; receiving, by the on-line management system, a request to connect the user to a voice-based management system operable to facilitate providing a response to a question included in the request; determining, using a processor, a user type associated with the user; determining, using the processor, a context associated with the question included in the request; determining, using the processor, a response unit in the voice-based management system according to the user type and the context; and connecting the user to the response unit in the voice-based management system without requiring the user to provide the authentication credential to the response unit. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer readable medium comprising logic, the logic when executed by a processor, operable to:
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receive an authentication credential; based on the authentication credential, allow a user to access an on-line management system operable to facilitate management of an account; receive, by the on-line management system, a request to connect the user to a voice-based management system operable to facilitate providing a response to a question included in the request; determine a user type associated with the user; determine a context associated with the question included in the request; determine a response unit in the voice-based management system according to the user type and the context; and connect the user to the response unit in the voice-based management system without requiring the user to provide the authentication credential to the response unit. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification