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SYSTEM AND METHOD FOR IMPROVED INSURANCE CALL ROUTING AND PROCESSING

  • US 20150181037A1
  • Filed: 12/23/2013
  • Published: 06/25/2015
  • Est. Priority Date: 12/23/2013
  • Status: Active Grant
First Claim
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1. An interactive voice response processing system for insurance based applications comprising:

  • one or more data storage devices storing a database having a plurality of selected options for different option sets for prompting to different entities in the interactive voice response processing system;

    an interactive voice response server in communication with the database, the server having at least one processor configured for communication over a network and one or more memories; and

    an interactive voice response application, stored in the one or more memories, having processor executable instructions, which instructions, when executed by the at least one processor, cause the at least one processor to;

    receive an initial communication from an entity;

    provide an initial set of interactive voice response options to be prompted by the interactive voice response data processing system;

    receive an option selection from the entity from the initial set of interactive voice response options;

    anddependent on the received option selection, either provide a subsequent set of interactive voice response options to be prompted by the interactive voice response data processing system, wherein the subsequent interactive voice response options include access to at least one combined short term disability and leave management resource and at least one clinical intake nurse resource, the short term disability and leave management resource and the clinical intake nurse resource in communication with at least one insurance claims based subsystem, or route the entity to one of the at least one combined short term disability and leave management resource and at least one clinical intake nurse resource.

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