Interactive voice response system

• US 6,154,527 A
• Filed: 10/16/1998
• Issued: 11/28/2000
• Est. Priority Date: 03/31/1994
• Status: Expired due to Term

• Current Assignee: Citibank NA (Citigroup Incorporated)
• Original Assignee: Citibank NA (Citigroup Incorporated)
• Inventors: Weiss, Lawrence D., Porter, Donna
• Primary Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US09/173,751
• Time in Patent Office: 774 Days
• Field of Search: 379/67.1, 379/88.01, 379/88.04, 379/88.05, 379/88.06, 379/88.16, 379/88.17, 379/88.18, 379/88.19, 379/88.22, 379/88.24, 379/90.01 , 379/91.01, 379/93.02, 379/93.03, 379/93.05, 379/93.12, 364/401, 364/406, 364/408, 395/240, 395/242, 902/24, 902/26
• US Class Current: 379/88.18
• CPC Class Codes: G06Q 20/108 Remote banking, e.g. home banking
• CPC Class Codes: G07F 19/20 Automatic teller machines [ATMs]
• CPC Class Codes: G07F 19/201 Accessories of ATMs
• CPC Class Codes: G07F 9/02 Devices for alarm or indication, e.g. when empty; Advertising arrangements in coin-freed apparatus alarms or warning devices indicating the interruption of flow to be metered G07F15/10
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• 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

An interactive voice response system provides voice prompts that supply information to a user, request data from the user, and present the user with a plurality of selectable options. The user can first select one or more options by providing one or more letters of the alphabet corresponding to one or more of the selectable options. If the letter or letters that are provided correspond to more than one selectable option, the user further selects one of the options from among the selectable options corresponding to the one or more letters.

Claims

1. A method of operating an automated voice response system comprising:

prompting for input data comprised of a user identifier and an identification code;

receiving the input data;

determining whether the input data corresponds to a first host network or a second host network;

coupling the automated voice response system to the first host network or the second host network based on the input data; and

providing a plurality of services when the automated voice response system is coupled to a financial institution via the first host network.

2. The method of claim 1 wherein the services include transactions involving money in the financial institution.

3. The method of claim 1 wherein the services include securities assistance.

4. The method of claim 1 wherein the service includes loan assistance.

5. The method of claim 2 wherein the transactions involving the money in the financial institution are further comprised of:

transferring the money within the financial institution; and

making payments with the money within the financial institution.

6. The method of claim 5 wherein the making payments is further comprised of:

providing a list of potential payees to receive payments.

7. The method of claim 6 wherein the making payments is further comprised of:

selecting one from the list of potential payees.

8. The method of claim 7 wherein the selecting is further comprised of:

entering one or more signals indicative of at least a first letter of the one from the list of potential payees.

9. The method of claim 8 wherein the selecting is further comprised of:

entering one or more signals indicative of at least a second letter of the one from the list of potential payees.

10. The method of claim 8 wherein:

the first letter is a beginning letter of a name associated with the one from the list of potential payees.

11. The method of claim 2 wherein the services includes credit card assistance.

12. The method of claim 2 wherein the services include customer service.

13. The method of claim 1 wherein the input data is generated by the use of a communications device.

14. The method of claim 13 wherein the communications device is a touch-tone telephone.

15. A method of exchanging first data from an automated voice response system for second data from a user and a telephone comprising:

transmitting a first prompt, as part of the first data, from the automated voice response system to the telephone wherein the first prompt is a request for the user to enter a user identifier;

using the telephone, by the user, to generate the user identifier, as part of the second data;

transmitting the user identifier to the automated voice response system;

receiving the user identifier by the automated voice response system;

transmitting a second prompt, as part of the first data, from the automated voice response system to the telephone wherein the second prompt is a request for the user to enter an identification code;

using the telephone, by the user, to generate the identification code, as part of the second data;

transmitting the identification code to the automated voice response system;

determining if the user should be coupled to a first network or a second network via the automated voice response system and the telephone based on the user identifier and the identification code; and

coupling the user to a financial institution via the first network, automated voice response system and the telephone.

16. The method of claim 15 wherein the user is presented with an option of selecting one from a plurality of financial services associated with the financial institution.

17. The method of claim 16 wherein the plurality of financial services includes making transactions with money within the financial institution.

18. The method of claim 16 wherein the plurality of financial services includes making transactions with respect to loans.

19. The method of claim 16 wherein the plurality of financial services includes making transactions with respect to a credit card.

20. The method of claim 16 wherein the plurality of financial services include customer service.

21. The method of claim 17 wherein the transactions relating to money within the financial institution include making payments.

22. The method of claim 21 wherein making payments is further comprised of:

transmitting to the telephone by the automated voice response system a third prompt asking for a letter within a potential payee'"'"'s name;

receiving a user inputted letter;

providing to the user a list of payees that share that letter with the potential payee; and

receiving a signal from the user indicative of one of those payees.