Systems and methods for automated call-handling and processing

• US 9,674,352 B1
• Filed: 11/24/2014
• Issued: 06/06/2017
• Est. Priority Date: 02/28/2006
• Status: Active Grant

• Current Assignee: Allstate Insurance Company (Allstate Corporation)
• Original Assignee: Allstate Insurance Company (Allstate Corporation)
• Inventors: Roberts, Clay F., Skala, Joseph D.
• Primary Examiner(s): Matar, Ahmad F
• Assistant Examiner(s): Pope, Kharye
• Application Number:
  US14/551,850
• Time in Patent Office: 925 Days
• Field of Search: 379265, 379266, 37920101, 370270, 370352
• CPC Class Codes: G06F 16/22 Indexing; Data structures therefor; Storage structures
• CPC Class Codes: G06N 5/025 Extracting rules from data
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

Methods, systems, and computer-readable media consistent with the present disclosure manage multiple telephone calls by managing a session record associated with the call, amending the session record according to a plurality of rules to reflect a plurality of instructed actions, evaluating an amended session record to derive at least one of the plurality of instructed actions, and implementing a derived instructed action on the call under the control of an automated apparatus.

Claims

1. A method comprising:

receiving a call at an automated attendant system;

assigning a first vector directory number to the call using a rules-based session engine;

creating a session record for the call;

selecting, using the rules-based session engine, a call flow record from a plurality of call flow records stored at a call flow database table, the call flow record specifying the first vector directory number, a previous vector directory number utilized for the call, a first menu option selected during the call, and a second vector directory number;

assigning the second vector directory number to the call;

writing the second vector directory number to the session record;

providing the second vector directory number to the automated attendant system;

accessing a vector at the automated attendant system using the second vector directory number; and

performing an action associated with the vector.

2. The method of claim 1 wherein the action associated with the vector is a prompt to select one of a plurality of menu options and further comprising:

selecting, using the rules-based session engine, a second call flow record from the plurality of call flow records, the second call flow record specifying the first vector directory number, the second vector directory number, one of the plurality of menu options selected following the prompt, and a third vector directory number;

assigning the third vector directory number to the call;

creating a second session record for the call;

writing the third vector directory number to the second session record;

providing the third vector directory number to the automated attendant system;

accessing a second vector at the automated attendant system using the third vector directory number; and

performing a second action associated with the second vector.

3. The method of claim 2 wherein:

the first and second session records are part of a plurality of session records for the call; and

individual session records of the plurality of session records indicate an action performed during the call.

4. The method of claim 3 further comprising:

storing the plurality of session records in a call log detail table of a relational database.

5. The method of claim 4 wherein:

each session record of the call log detail table comprises a session identifier, a segment identifier, a vector directory number selected based on a Dialed Number Information Service (DNIS) number, a previously utilized vector directory number, a previously selected menu option, and a destination vector directory number.

6. The method of claim 3 further comprising:

generating a call log record based on the plurality of session records wherein the call log record indicates a sequence of actions performed during the call.

7. The method of claim 6 wherein:

the call log record indicates an initial vector directory number assigned to the call upon receipt of the call and a final vector directory number assigned to the call before the call exited the automated attendant system.

8. The method of claim 6 further comprising:

transferring the call to a customer service representative station; and

providing the call log record to the customer service representative station;

wherein receipt of the call log record at the customer service representative station causes the customer service representative station to present the sequence of actions indicated in the call log record to a representative that operates the customer service representative station.

9. The method of claim 6 further comprising:

storing the call log record in a call log master table of a relational database.

10. The method of claim 9 wherein:

each call log record in the call log master table comprises a session identifier, an Automatic Number Identification (ANI) number, a vector directory number selected based on a Dialed Number Information Service (DNIS) number, a an exit vector directory number, and a menu selection history.

11. The method of claim 9 wherein:

the call log record is added to the call log master table when the call reaches a final exit point.

12. The method of claim 1 further comprising:

storing a plurality of rule records for routing the call in a call flow detail table of a relational database.

13. The method of claim 12 wherein:

each rule record in the call flow detail table comprises a vector directory number selected based on a Dialed Number Information Service (DNIS) number, a previously utilized vector directory number, a previously selected menu option, and a destination vector directory number.

14. The method of claim 12 further comprising:

modifying call process flow logic by updating at least one of the plurality of rule records stored in the call flow detail table.

15. The method of claim 12 wherein:

the call flow detail table is located remotely relative to the automated attendant system.

16. The method of claim 1 wherein:

the call is one of a plurality of calls received concurrently at the automated attendant system; and

the rules-based session engine is one of a plurality of rules-based session engines operating in parallel;

wherein each rules-based session engine handles one of the plurality of calls.

17. The method of claim 1 wherein:

wherein the action comprises at least one of

playing a message during the call,

presenting a plurality of menu options available for selection during the call,

prompting for selection of one of the plurality of menu options,

receiving a selection of one of the plurality of menu options,

receiving information entered during the call, and

routing the call to an extension.

18. The method of claim 17 wherein:

the information entered during the call is a personal identification number (PIN) associated with a caller that placed the call.

19. The method of claim 18 further comprising:

retrieving customer information from a customer database using the PIN entered during the call.

20. The method of claim 1 wherein:

the rules-based session engine is located remotely relative to the automated attendant system.