Intelligent interactive voice response system for processing customer communications

• US 9,049,295 B1
• Filed: 08/28/2012
• Issued: 06/02/2015
• Est. Priority Date: 08/28/2012
• Status: Expired due to Fees

• Current Assignee: West Technology Group LLC (West Corporation)
• Original Assignee: West Corporation
• Inventors: Cooper, Brian W., Narke, Fonda J.
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US13/596,333
• Time in Patent Office: 1,008 Days
• Field of Search: 379/88.22, 379/121.04
• US Class Current: 1/1
• CPC Class Codes: G06F 16/24575 using context
• CPC Class Codes: G06Q 20/4014 Identity check for transactions
• CPC Class Codes: G06Q 20/405 Establishing or using transaction specific rules
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/0277 Online advertisement
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04M 3/2218 Call detail recording
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements

Abstract

A method and apparatus of processing multiple user call records via an IVR call processing application is disclosed. One example method may include receiving a call from a user device, obtaining first user information from a user account stored in a user databank. The first information may be associated with a first call record established during a first previously received call from the user device. The method may also include establishing a first confidence level based on the first user information and obtaining second user information from the user account stored in the user databank. The second user information may be associated with a second call record established during a second previously received call from the user device. The method may also include establishing a second confidence level based on the second user information and transmitting an offer to the user device based on the first confidence level and second confidence level.

Claims

1. A method of processing multiple user call records via an intelligent voice response (IVR) call processing application, the method comprising:

receiving a call from a user device;

obtaining first user information from a user account stored in a user databank, the first information being associated with a first call record established during a first previously received call from the user device;

establishing a first identity confidence level based on the first user information;

obtaining second user information from the user account stored in the user databank, the second user information being associated with a second call record established during a second previously received call from the user device;

establishing a second identity confidence level based on the second user information;

transmitting an offer to the user device based on the first identity confidence level and the second identity confidence level;

obtaining third user information from the user account stored in the user databank, the third user information being associated with a third call record established during a third previously received call from the user device;

determining the user account has been verified based on a maximum confidence level that is a combination of the first user information, the second user information and the third user information; and

enabling the user device to conduct a maximum security transaction during the call based on the established maximum confidence level.

2. The method of claim 1, further comprising:

combining the first identity confidence level and the second identity confidence level to established a combined identity confidence level; and

selecting the offer for the user device based on the combined identity confidence level.

3. The method of claim 1, wherein the combined identity confidence level is greater than the first identity confidence level and the second identity confidence level.

4. The method of claim 1, wherein the selected offer is at least one of an upsell and a cross-sell to an existing service provided to the user account.

5. The method of claim 1, further comprising:

authorizing the user device to conduct at least one transaction based on at least one of the first identity confidence level and the second identity confidence level.

6. The method of claim 5, wherein the at least one transaction comprises a change to the user account.

17. The method of claim 1, further comprising:

authorizing the user device to conduct at least one transaction based on at least one of the first identity confidence level and the second identity confidence level, and wherein the at least one transaction comprises a change to the user account.

7. An apparatus to process multiple user call records via an intelligent voice response (IVR) call processing application, the apparatus comprising:

a receiver to receive a call from a user device;

a processor to

obtain first user information from a user account stored in a user databank, the first information being associated with a first call record established during a first previously received call from the user device,

establish a first identity confidence level based on the first user information,

obtain second user information from the user account stored in the user databank, the second user information being associated with a second call record established during a second previously received call from the user device,

establish a second identity confidence level based on the second user information;

obtain third user information from the user account stored in the user databank, the third user information being associated with a third call record established during a third previously received call from the user device;

determine the user account has been verified based on a maximum confidence level that is a combination of the first user information, the second user information and the third user information; and

enable the user device to conduct a maximum security transaction during the call based on the established maximum confidence level; and

a transmitter to transmit an offer to the user device based on the first identity confidence level and the second identity confidence level.

8. The apparatus of claim 7, wherein the processor is further combines the first identity confidence level and the second identity confidence level to established a combined identity confidence level, and selects the offer for the user device based on the combined identity confidence level.

9. The apparatus of claim 7, wherein the combined identity confidence level is greater than the first identity confidence level and the second identity confidence level.

10. The apparatus of claim 7, wherein the selected offer is at least one of an upsell and a cross-sell to an existing service provided to the user account.

11. The apparatus of claim 7, wherein the processor is further authorizes the user device to conduct at least one transaction based on at least one of the first identity confidence level and the second identity confidence level.

12. The apparatus of claim 7, wherein the at least one transaction comprises a change to the user account.

13. A non-transitory computer readable storage medium to store instructions that when executed cause a processor to perform processing multiple user call records via an intelligent voice response (IVR) call processing application, wherein the processor further performs:

receiving a call from a user device;

obtaining first user information from a user account stored in a user databank, the first information being associated with a first call record established during a first previously received call from the user device;

establishing a first identity confidence level based on the first user information;

obtaining second user information from the user account stored in the user databank, the second user information being associated with a second call record established during a second previously received call from the user device;

establishing a second identity confidence level based on the second user information;

transmitting an offer to the user device based on the first identity confidence level and the second identity confidence level;

obtaining third user information from the user account stored in the user databank, the third user information being associated with a third call record established during a third previously received call from the user device;

determining the user account has been verified based on a maximum confidence level that is a combination of the first user information, the second user information and the third user information; and

enabling the user device to conduct a maximum security transaction during the call based on the established maximum confidence level.

14. The non-transitory computer readable storage medium of claim 13, wherein the processor is further performs:

combining the first identity confidence level and the second identity confidence level to established a combined identity confidence level; and

selecting the offer for the user device based on the combined identity confidence level.

15. The non-transitory computer readable storage medium of claim 13, wherein the combined confidence level is greater than the first identity confidence level and the second identity confidence level.

16. The non-transitory computer readable storage medium of claim 13, wherein the selected offer is at least one of an upsell and a cross-sell to an existing service provided to the user account.