Intelligent interactive voice response system for processing customer communications

• US 8,600,019 B1
• Filed: 08/28/2012
• Issued: 12/03/2013
• Est. Priority Date: 08/28/2012
• Status: Active Grant

• Current Assignee: West Technology Group LLC (West Corporation)
• Original Assignee: West Corporation
• Inventors: Narke, Fonda J., Cooper, Brian W.
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US13/596,354
• Time in Patent Office: 462 Days
• Field of Search: 379/88.19, 379/88.21, 379/93.03, 379/118, 379/120, 379/127.01, 705/14.49, 705/14.51, 705/14.53, 705/14.56
• US Class Current: 379/93.03
• CPC Class Codes: G06Q 30/0251 Targeted advertisements
• CPC Class Codes: H04M 2203/655 Combination of telephone service and social networking messaging within social networks H04L51/52
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method and apparatus of extracting and sharing user preference information is disclosed. One example method may include receiving a call from a user device, retrieving user information from a user account stored in a user databank in response to receiving the call, and transmitting a targeted offer to the user device based on the user information retrieved from the user account. The method may also include receiving feedback from the user device regarding the offer, updating the user information in the user account, and determining a next offer to transmit to the user device.

Claims

1. A method of extracting and sharing user preference information, the method comprising:

receiving a call from a user device;

retrieving user information from a user account stored in a user databank in response to receiving the call;

transmitting a targeted offer to the user device based on the user information retrieved from the user account;

receiving feedback from the user device regarding the offer;

updating the user information in the user account;

determining a next offer to transmit to the user device; and

after the retrieving, executing a data backup operation to share the user account information with at least one established account partner remotely via a secure communication channel, wherein executing the data backup operation comprises transmitting the user account information to a remote databank of the at least one established account partner over the secure communication channel.

2. The method of claim 1, further comprising:

transmitting the next offer to the user device during the same call.

3. The method of claim 1, further comprising:

storing the next offer with a flag indicating to transfer the next offer to the user device during a subsequent call.

4. The method of claim 1, further comprising:

receiving the next offer from the remote databank responsive to the transmitted user account information transmitted to the remote databank.

5. The method of claim 1, further comprising:

updating the user account information by retrieving user information from a social networking account associated with the user account;

comparing the retrieved user information with predefined categories established in the user account information;

incorporating at least a portion of the retrieved user information with the user account based on at least one of the predefined categories; and

selecting the retrieved user information to determine the next offer to transmit to the user device.

6. An apparatus configured to extract and share user preference information, the apparatus comprising:

a receiver configured to receive a call from a user device;

a processor configured to retrieve user information from a user account stored in a user databank in response to receiving the call; and

a transmitter configured to transmit a targeted offer to the user device based on the user information retrieved from the user account, and wherein the receiver is further configured to receive feedback from the user device regarding the offer, and wherein the processor is further configured to update the user information in the user account, and determine a next offer to transmit to the user device;

wherein the processor is further configured to, after the user information is retrieved, execute a data backup operation to share the user account information with at least one established account partner remotely via a secure communication channel, wherein the processor is configured to execute the data backup operation when the transmitter transmits the user account information to a remote databank of the at least one established account partner over the secure communication channel.

7. The apparatus of claim 6, wherein the transmitter is further configured to transmit the next offer to the user device during the same call.

8. The apparatus of claim 6, wherein the processor is further configured to store the next offer with a flag indicating to transfer the next offer to the user device during a subsequent call.

9. The apparatus of claim 6, wherein the receiver is further configured to receive the next offer from the remote databank responsive to the transmitted user account information transmitted to the remote databank.

10. The apparatus of claim 6, wherein the processor is further configured to

update the user account information by retrieving user information from a social networking account associated with the user account,

compare the retrieved user information with predefined categories established in the user account information,

incorporate at least a portion of the retrieved user information with the user account based on at least one of the predefined categories;

and

select the retrieved user information to determine the next offer to transmit to the user device.

11. A non-transitory computer readable storage medium configured to store instructions that when executed by a processor cause the processor to perform extracting and sharing user preference information, the processor being further configured to perform:

receiving a call from a user device;

retrieving user information from a user account stored in a user databank in response to receiving the call;

transmitting a targeted offer to the user device based on the user information retrieved from the user account;

receiving feedback from the user device regarding the offer;

updating the user information in the user account; and

determining a next offer to transmit to the user device;

wherein the processor is further configured to, after the retrieving, executing a data backup operation to share the user account information with at least one established account partner remotely via a secure communication channel, wherein the processor is configured to execute the data backup operation by configuring the transmitter to transmit the user account information to a remote databank of the at least one established account partner over the secure communication channel.

12. The non-transitory computer readable storage medium of claim 11, wherein the processor is further configured to perform:

transmitting the next offer to the user device during the same call.

13. The non-transitory computer readable storage medium of claim 11, wherein the processor is further configured to perform:

storing the next offer with a flag indicating to transfer the next offer to the user device during a subsequent call.

14. The non-transitory computer readable storage medium of claim 11, wherein the processor is further configured to perform:

receiving the next offer from the remote databank responsive to the transmitted user account information transmitted to the remote databank;

updating the user account information by retrieving user information from a social networking account associated with the user account;

comparing the retrieved user information with predefined categories established in the user account information;

incorporating at least a portion of the retrieved user information with the user account based on at least one of the predefined categories; and

selecting the retrieved user information to determine the next offer to transmit to the user device.