Intelligent interactive voice response system for processing customer communications
First Claim
1. A method, comprising:
- 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 a 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;
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 a call based on the established maximum confidence level.
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Accused Products
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.
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Citations
20 Claims
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1. A method, comprising:
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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 a 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; 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 a call based on the established maximum confidence level. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An apparatus, comprising:
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 a 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 a call based on the established maximum confidence level. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer readable storage medium to store instructions that when executed cause a processor to perform:
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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 a 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; 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 a call based on the established maximum confidence level. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification