SYSTEM AND METHOD FOR PROCESSING HIGH FREQUENCY CALLERS

• US 20190109943A1
• Filed: 12/11/2018
• Published: 04/11/2019
• Est. Priority Date: 11/14/2014
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Harris, John R.
• Granted Patent: US 10,462,296 B2
• Time in Patent Office: Days
• CPC Class Codes: H04M 2201/12 Counting circuits
• CPC Class Codes: H04M 2201/18 Comparators
• CPC Class Codes: H04M 2203/158 Call-type dependent routing route determination based on the nature of the carried application in packet switching networks H04L45/306
• CPC Class Codes: H04M 2203/351 Pre or post-call/conference information service
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4365 based on information specified by the calling party, e.g. priority or subject
• 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
• 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
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 8/18 Processing of user or subscriber data, e.g. subscribed services, user preferences or user profiles; Transfer of user or subscriber data
• CPC Class Codes: H04W 80/12 Application layer protocols, e.g. WAP [Wireless Application Protocol]

Abstract

A call processing system and method for processing calls from high volume callers. A frequency of call activity is monitored for callers to determine reception of a call from a high frequency caller. When a call is received from such a caller, provided is information predicted to be requested from the caller prior to the caller being voice connected to a company representative. The retrieved information is then provided to a company representative prior to the caller being voice connected with a company representative as to expedite the call. Additionally, a customized message for the high frequency caller may be generated prior to the caller being voice connected with a company representative whereby the customized message contains information predicted to be responsive to a predicted inquiry from the determined high frequency caller to mitigate the need to connect the caller to a company representative.

Claims

1-14. -14. (canceled)

15. A call processing system, comprising:

a communications interface;

a memory, and a controller programmed to;

monitor a frequency of call activity for a caller;

determine one or more accounts associated with the caller based upon call activity frequency;

determine a predicted question to be requested from the caller from the associated one or more accounts;

determine an answer to the predicted question consisting of data from the determined one or more accounts associated with the caller; and

provide a notification to the caller containing the determined answer to the predicted question prior to the caller being voice connected with a company service representative.

16. The call processing system as recited in claim 15, wherein the controller is further programmed to determine the context of a conversation between the caller and a company service representative and store the determined content to be associated with the caller in the memory.

17. The call processing system as recited in claim 16, wherein the controller is further programmed to retrieve one or more stored conversations associated with a caller from the memory upon a call being received from the caller to utilize predictive analytics to determine predicted information to be requested from the caller.

18. The call processing system as recited in claim 15, wherein the data relates to a balance for a financial account.

19. The call processing system as recited in claim 15, wherein the notification is a Short Message Service (SMS) message.

25. The call processing system as recited in claim 15, wherein the controller is further programmed to determine the context of a conversation between a caller and a company service representative.

20. The call processing system as recited in claim 20, wherein the controller is further programmed to provide an option to the caller to use an automated message system to seek requested information without forfeiting a queue position to speak to a company service representative.

21. The call processing system as recited in claim 20, wherein the automated message system contains a menu of different options regarding differing information predicted to be requested from the caller.

22. A call processing system, comprising:

a communications interface;

a memory, and a controller programmed to;

monitor a frequency of call activity for a caller;

determine one or more accounts associated with the caller based upon call activity frequency;

determine a predicted question to be requested from the caller from the associated one or more accounts; and

determine an answer to the predicted question consisting of data from the determined one or more accounts associated with the caller.

23. The call processing system as recited in claim 22 wherein the controller is further programmed to provide a notification to the caller containing the determined answer to the predicted question prior to the caller being voice connected with a company service representative.

24. The call processing system as recited in claim 22 wherein the controller is further programmed to provide a customized message for the high frequency caller prior to the high frequency caller being voice connected with a company service representative wherein the customized message contains the answer to the predicted question of the high frequency caller.