Interactive voice response system

• US 6,411,686 B1
• Filed: 11/27/2000
• Issued: 06/25/2002
• Est. Priority Date: 03/31/1994
• Status: Expired due to Term

• Current Assignee: Citibank NA (Citigroup Incorporated)
• Original Assignee: Citibank NA (Citigroup Incorporated)
• Inventors: Porter, Donna, Weiss, Lawrence D.
• Primary Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US09/722,113
• Time in Patent Office: 575 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 associated with a first market, a second host network associated with a second market or is not recognized as being associated with any market;

coupling the automated voice response system to the first host network or transferring control to the second host network or a customer service representative 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 plurality of services include transactions involving money in the financial institution.

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

4. The method of claim 1, wherein the plurality of services include 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:

receiving a signal indicative of selecting one from the list of potential payees.

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

receiving 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:

receiving 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 9, 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 plurality of services include credit card assistance.

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

13. The method of claim 12, wherein the communications device is a touch-tone telephone.