Customized interactive voice response menus
First Claim
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1. A method for updating a customized menu, the method comprising:
- receiving, by an identity processor of a system comprising a speech recognition engine and a data store, a voice response to a prompt issued by the identity processor to a user;
selecting a voice profile specifying vocal characteristics of the user from the data store;
matching the selected voice profile recognized by the speech recognition engine, to the user voice response to identify the user;
upon identifying the user, determining an account number and a category of the user, the category associated with category usage data generated by users categorized in said category;
determining a location of the user using a location method;
retrieving, from the data store, historical information associated with the user;
generating a customized menu for the user based on the user'"'"'s historical information, the user'"'"'s category and the user'"'"'s location, wherein the customized menu comprises nodes associated with actions;
tracking user interactions with the system and nodes associated with the user'"'"'s interactions;
updating the user'"'"'s historical information with the tracked interactions and nodes;
generating an updated customized menu for the user based on the user'"'"'s updated historical information, the user'"'"'s category and the user'"'"'s location;
formatting the updated customized menu for visual presentation; and
transmitting a signal comprising the updated customized menu to a receiving device accessed by the user, wherein the receiving device displays a visual depiction of the updated customized menu.
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Abstract
A method for providing customized interactive voice response menus can include monitoring user interactions with an interactive voice response system. Data concerning the user interactions can be stored. A request to initiate an interactive voice response session can be received. The interactive voice response system can determine an identity for a user making the request. The interactive voice response system can generate a customized menu for the user. At least a portion of the customized menu can be based upon the usage data. The customized menu can be presented to the user.
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Citations
18 Claims
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1. A method for updating a customized menu, the method comprising:
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receiving, by an identity processor of a system comprising a speech recognition engine and a data store, a voice response to a prompt issued by the identity processor to a user; selecting a voice profile specifying vocal characteristics of the user from the data store; matching the selected voice profile recognized by the speech recognition engine, to the user voice response to identify the user; upon identifying the user, determining an account number and a category of the user, the category associated with category usage data generated by users categorized in said category; determining a location of the user using a location method; retrieving, from the data store, historical information associated with the user; generating a customized menu for the user based on the user'"'"'s historical information, the user'"'"'s category and the user'"'"'s location, wherein the customized menu comprises nodes associated with actions; tracking user interactions with the system and nodes associated with the user'"'"'s interactions; updating the user'"'"'s historical information with the tracked interactions and nodes; generating an updated customized menu for the user based on the user'"'"'s updated historical information, the user'"'"'s category and the user'"'"'s location; formatting the updated customized menu for visual presentation; and transmitting a signal comprising the updated customized menu to a receiving device accessed by the user, wherein the receiving device displays a visual depiction of the updated customized menu. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A computer system comprising:
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at least one memory that stores processor-executable instructions configured to provide customized interactive voice response menus; and at least one hardware processor, coupled to the at least one memory, that is configured to execute the processor-executable instructions to cause performance of a method comprising; receiving, by an identity processor of a system comprising a speech recognition engine and a data store, a voice response to a prompt issued by the identity processor to a user; selecting a voice profile specifying vocal characteristics of the user from the data store; matching the selected voice profile recognized by the speech recognition engine, to the user voice response to identify the user; upon identifying the user, determining an account number and a category of the user, the category associated with category usage data generated by users categorized in said category; determining a location of the user using a location method; retrieving, from the data store, historical information associated with the user; generating a customized menu for the user based on the user'"'"'s historical information, the user'"'"'s category and the user'"'"'s location, wherein the customized menu comprises nodes associated with actions; tracking user interactions with the system and nodes associated with the user'"'"'s interactions; updating the user'"'"'s historical information with the tracked interactions and nodes; generating an updated customized menu for the user based on the user'"'"'s updated historical information, the user'"'"'s category and the user'"'"'s location; formatting the updated customized menu for visual presentation; and transmitting a signal comprising the updated customized menu to a receiving device accessed by the user, causing the receiving device to display a visual depiction of the updated customized menu. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18)
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Specification