Intelligent interactive voice response system for processing customer communications

• US 9,767,482 B1
• Filed: 11/07/2013
• Issued: 09/19/2017
• Est. Priority Date: 08/28/2012
• Status: Active Grant

• Current Assignee: West Technology Group LLC (West Corporation)
• Original Assignee: West Corporation
• Inventors: Cooper, Brian W., Narke, Fonda J.
• Primary Examiner(s): Nguyen, Joseph J
• Application Number:
  US14/074,348
• Time in Patent Office: 1,412 Days
• Field of Search: 379 8819, 379 8821, 379 9303, 379118, 379120, 37912901, 705 1449, 705 1451, 705 1453, 705 1456
• 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

Extracting and sharing user preference information includes 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, 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.

Claims

1. A method, comprising:

receiving a call from a user device, wherein a received call contextual information, a customer intent and a predictively modeled customer purpose is identified, wherein a time sensitive filter of said contextual information pertaining to upcoming actions is utilized to identify said customer purpose and wherein said identified customer purpose is utilized to modify a call operating option and the time sensitive filter is scheduled to filter a time of day and day of week of said contextual information;

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

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; and

transmitting a targeted offer to the user device based on the user information retrieved from the user account, the contextual information, the customer intent and the predictively modeled customer purpose.

2. The method of claim 1, further comprising transmitting a next offer to the user device during the call.

3. The method of claim 1, further comprising storing a 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 a 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 determining a next offer to transmit to the user device.

6. The method of claim 1, further comprising updating the user information in the user account.

7. The method of claim 1, further comprising at least one of:

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.

8. A non-transitory computer readable storage medium configured to store instructions that when executed by a processor cause the processor to perform:

receiving a call from a user device, wherein a received call contextual information, a customer intent and a predictively modeled customer purpose is identified, wherein a time sensitive filter of said contextual information pertaining to upcoming actions is utilized to identify said customer purpose and wherein said identified customer purpose is utilized to modify a call operating option and the time sensitive filter is scheduled to filter a time of day and day of week of said contextual information;

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

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; and

transmitting a targeted offer to the user device based on the user information retrieved from the user account, the contextual information, the customer intent and the predictively modeled customer purpose.

9. The non-transitory computer readable storage medium of claim 8, wherein the processor is further configured to perform transmitting a next offer to the user device during the call.

10. The non-transitory computer readable storage medium of claim 8, wherein the processor is further configured to perform storing a next offer with a flag indicating to transfer the next offer to the user device during a subsequent call.

11. The non-transitory computer readable storage medium of claim 8, wherein the processor is further configured to perform receiving a next offer from the remote databank responsive to the transmitted user account information transmitted to the remote databank.

12. The non-transitory computer readable storage medium of claim 8, wherein the processor is further configured to perform determining a next offer to transmit to the user device.

13. The non-transitory computer readable storage medium of claim 8, wherein the processor is further configured to perform updating the user information in the user account.

14. The non-transitory computer readable storage medium of claim 8, wherein the processor is further configured to perform at least one of:

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.

15. An apparatus, comprising:

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

a processor configured to;

receive a call from a user device, wherein a received call contextual information, a customer intent and a predictively modeled customer purpose is identified, wherein a time sensitive filter of said contextual information pertaining to upcoming actions is utilized to identify said customer purpose and wherein said identified customer purpose is utilized to modify a call operating option and the time sensitive filter is scheduled to filter a time of day and day of week of said contextual information;

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 a transmitter transmits the user account information to a remote databank of the at least one established account partner over the secure communication channel; and

transmit a targeted offer to the user device based on the user information attributes retrieved from the user account, the contextual information, the customer intent and the predictively modeled customer purpose.

16. The apparatus of claim 15, wherein the processor is further configured to transmit a next offer to the user device during the call.

17. The apparatus of claim 15, wherein the processor is further configured to store a next offer with a flag indicating to transfer the next offer to the user device during a subsequent call.

18. The apparatus of claim 15, wherein the processor is further configured to receive a next offer from the remote databank responsive to the transmitted user account information transmitted to the remote databank.

19. The apparatus of claim 15, wherein the processor is further configured to determine a next offer to transmit to the user device.

20. The apparatus of claim 15, wherein the processor is further configured to update the user information in the user account.