Call routing system and method

• US 7,039,167 B2
• Filed: 04/04/2002
• Issued: 05/02/2006
• Est. Priority Date: 04/04/2002
• Status: Active Grant

• Current Assignee: Capital One Services LLC (Capital One Financial Corporation)
• Original Assignee: Capital One Financial Corporation
• Inventors: Hornsby, William Darin
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Sing, Simon
• Application Number:
  US10/116,402
• Publication Number:
  US 20030190021A1
• Time in Patent Office: 1,489 Days
• Field of Search: 37911414-11417, 379/114.9, 379/114.2, 379/88.16, 379/88.18, 705/42, 705/44
• US Class Current: 379/88.23
• CPC Class Codes: G06Q 20/108 Remote banking, e.g. home banking
• CPC Class Codes: H04L 12/5601 Transfer mode dependent, e.g. ATM

Abstract

System and method for providing at least one predetermined automated message to an account holder via a voice response unit based on a likely reason for the call by the account holder to be because of a recent transaction decline.

Claims

1. A call routing method, the call routing method comprising:

identifying an account holder accessing a voice response unit, the account holder having an account;

determining whether a transaction associated with the account was declined within a predetermined period of time, after determining the identity of the account holder, by

searching at least one memory unit for first data associated with the account indicating whether the transaction was declined and, if the transaction was declined, indicating when the transaction was declined,

searching the at least one memory unit for second data indicating the predetermined period of time, if the transaction was declined, and

determining according to the first data and the second data whether the transaction was declined within the predetermined period of time;

determining a reason for the transaction being declined if the transaction associated with the account was determined to be declined within the predetermined period of time; and

routing the account holder to at least one predetermined automated message provided by the voice response unit based on the reason for the transaction being declined, wherein

the at least one predetermined automated message informs the account holder of the reason for the transaction being declined.

2. The call routing method as set forth in claim 1, wherein

identifying the account holder accessing the voice response unit includes requesting the account holder to input an account number and matching the inputted account number to one of a plurality of account numbers stored in at least one memory unit.

3. The call routing method as set forth in claim 1, further comprising

determining when the account holder accessed the voice response unit, and

determining according to the first data and the second data whether the transaction was declined within the predetermined period of time of when the account holder accessed the voice response unit.

4. The call routing method as set forth in claim 1, wherein

determining a reason for the transaction being declined includes searching at least one memory unit for decline data includes a decline code, the decline data being associated with account data for the account holder and the decline code indicating the reason for the transaction being declined.

5. The call routing method as set forth in claim 1, wherein

the at least one predetermined automated message informs the account holder of at least one service related to the reason for the transaction being declined.

6. A call routing method, the call routing method comprising:

identifying an account holder accessing a voice response unit, the account holder having an account;

determining whether a transaction associated with the account was declined within a predetermined period of time, after determining the identity of the account holder, by

determining when the account holder accessed the voice response unit,

searching at least one memory unit for first data associated with the account indicating whether the transaction was declined and, if the transaction was declined, indicting when the transaction was declined,

searching the at least one memory unit for second data indicating the predetermined period of time, and

determining according to the first data and the second data whether the transaction was declined within the predetermined period of time of when the account holder accessed the voice response unit;

determining a reason for the transaction being declined if the transaction associated with the account was determined to be declined within the predetermined period of time by

searching at least one memory unit for decline data includes a decline code, the decline data being associated with account data for the account holder and the decline code indicating the reason for the transaction being declined; and

routing the account holder to at least one predetermined automated message provided by the voice response unit based on the reason for the transaction being declined, wherein

the at least one predetermined automated message informs the account holder of the reason for the transaction being declined.

9. The call routing method as set forth in claim 6, wherein

the transaction being one of with a merchant and at an automated teller machine.

7. A call routing system, comprising:

a communication device operable by an account holder having an account;

a voice response unit coupled to the communication device for interacting with the account holder when using the communication device;

a memory unit for storing account data, decline data and data indicating a predetermined period of time; and

a processing unit coupled to the voice response unit and coupled to the memory unit, the processing unit

determining the identity of the account holder according to an inputted account number and the account data stored in the memory unit,

searching the memory unit for the decline data associated with the account, the decline data indicating whether a transaction was declined and, if the transaction was declined, indicating when the transaction was declined,

searching the memory unit for the predetermined period of time, if the transaction was declined,

determining if the transaction associated with the account was declined within the predetermined period of time according to the decline data,

determining a reason for the transaction being declined according to a decline code of the decline data, and

instructing the voice response unit to provide at least one predetermined automated message to the account holder if it is determined that the transaction was declined, wherein the at least one predetermined automated message informs the account holder of the reason for the transaction being declined.

10. The call routing system as set forth in claim 7, wherein

the transaction being one of with a merchant and at an automated teller machine.

8. A call routing method, the call routing method comprising:

identifying an account holder accessing a voice response unit, the account holder having an account;

determining whether a transaction associated with the account was declined within a predetermined period of time, after determining the identity of the account holder, the transaction being one of with a merchant and at an automated teller machine, by

searching at least one memory unit for first data associated with the account indicating whether the transaction was declined and, if the transaction was declined, indicating when the transaction was declined,

searching the at least one memory unit for second data indicating the predetermined period of time, if the transaction was declined, and

determining according to the first data and the second data whether the transaction was declined within the predetermined period of time;

determining a reason for the transaction being declined if the transaction associated with the account was determined to be declined within the predetermined period of time; and

routing the account holder to at least one predetermined automated message provided by the voice response unit based on the reason for the transaction being declined, wherein

the at least one predetermined automated message informs the account holder of the reason for the transaction being declined.

11. A method for providing account information to account holders using a voice response unit, the method comprising:

receiving an incoming call from an account holder, the account holder having at least one account;

accessing transaction information from the at least one account;

identifying one or more declined transactions from the transaction information, the one or more declined transactions having occurred within a predetermined time prior to receiving the incoming call; and

selecting a predetermined message to be provided by the voice response unit based on the one or more declined transactions, wherein

determining whether the one or more declined transactions occurred within the predetermined period of time includes

searching at least one memory unit for first data associated with the account indicating whether the transaction was declined and, if the transaction was declined, indicting when the transaction was declined,

searching the at least one memory unit for second data indicating the predetermined period of time, if the transaction was declined, and

determining according to the first data and the second data whether the declined transaction occurred within the predetermined period of time.

12. The method as set forth in claim 11, further comprising:

determining a reason that the one or more declined transactions were declined,

wherein selecting a predetermined message is based upon the determined reason.

13. The method as set forth in claim 12, wherein

the predetermined automated message informs the account holder of the reason for the transaction being declined.

14. A call routing method, comprising:

receiving a call from an account holder;

determining whether a previous transaction request associated with an account of the account holder was declined within a predetermined period of time of the call;

automatically identifying the reason for the call as being for finding out why the previous requested transaction was declined, if it is determined that the previous transaction request was declined within the predetermined period of time; and

automatically routing the account holder to at least one predetermined automated message providing at least one reason of why the previous request transaction was declined, the automatically routing performed as a result of the automatically identifying the reason for the call, wherein

determining whether the previous transaction request was declined within the predetermined period of time includes

searching at least one memory unit for first data associated with the account indicating when the previous transaction request was declined,

searching the at least one memory unit for second data indicating the predetermined period of time, if the previous transaction request was declined, and

determining according to the first data and the second data whether the previous transaction request was declined within the predetermined period of time.