AUTOMATING INTERACTIVE TRANSACTIONS

• US 20130151409A1
• Filed: 12/09/2011
• Published: 06/13/2013
• Est. Priority Date: 12/09/2011
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.), AT&T Mobility II LLC (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.), AT&T Mobility II LLC (AT&T, Inc.)
• Inventors: STINE, Ted, SPEENEY, Joseph Anthony
• Granted Patent: US 10,395,317 B2
• Time in Patent Office: Days
• US Class Current: 705/44
• CPC Class Codes: G06Q 40/06 Asset management; Financial planning or analysis
• CPC Class Codes: H04L 63/0428 wherein the data content is protected, e.g. by encrypting or encapsulating the payload
• CPC Class Codes: H04L 9/085 Secret sharing or secret splitting, e.g. threshold schemes

Abstract

A method for intermediating communications with an automated system includes receiving, at an intermediating device that implements an intermediating communication application, an instruction to complete a transaction request on behalf of a user. The method also includes determining, by the intermediating communication application on the intermediating device, a destination system from which to request completion of the transaction request. The method additionally includes interacting, by the intermediating device, with the destination system to fulfill the transaction request.

Claims

1. A method for intermediating communications with an automated system, comprising:

receiving, at an intermediating device that implements an intermediating communication application, an instruction to complete a transaction request on behalf of a user;

determining, by the intermediating communication application, a destination system that will accept the transaction request based on analyzing information from previous communications involving the user on the intermediating device, and an address of the a destination system so as to request completion of the transaction request; and

interacting, by the intermediating device, with the destination system to fulfill the transaction request.

2. The method of claim 1,

wherein the interaction by the intermediating device is independent of any interactive communications between a user of the intermediating device and the destination system.

3. The method of claim 1,

wherein the interactions with the destination system include exchanging data with the destination system.

4. The method of claim 1, further comprising:

initiating a communication to the destination system at the address of the destination system.

5. The method of claim 4,

wherein the intermediating device initiates the communication only upon a user of the intermediating device logging in to the intermediating device and authorizing the intermediating communication application to initiate the communication.

6. The method of claim 4, further comprising:

communicating with a remote assistance system to complete the interaction with the destination system.

7. The method of claim 6,

wherein the remote assistance system assists in determining the destination system for the communication.

8. The method of claim 1,

wherein the destination system is an interactive voice response system.

9. The method of claim 1,

wherein the intermediating device is a user communications device.

10. The method of claim 9,

wherein the instruction is provided by voice of a user and interpreted by a speech recognition program on the user communications device.

11. The method of claim 9,

wherein the instruction is provided by text input of a user to the user communications device.

12. The method of claim 9,

wherein the instruction is to update an existing service subscribed to by the user.

13. The method of claim 9,

wherein the instruction is to enroll the user in a new service.

14. The method of claim 9, further comprising:

updating an existing application on the intermediating device with data obtained during the interaction.

15. The method of claim 14,

wherein the existing application is a calendar application.

16. The method of claim 1, further comprising:

providing a user of the intermediating device with a plurality of selectable options based on the interaction with the destination system.

17. The method of claim 1,

wherein the transaction request includes a payment authorization with preconfigured information.

18. The method of claim 4, further comprising:

communicating with a remote assistance system to complete the interaction with the destination system,

wherein the remote assistance system assists in determining the destination system for the communication.

19. A non-transitory computer readable medium stores a set of executable instructions for intermediating communications with an automated system, the executable instructions, when executed by a processor, causing the computer at least to:

receive, at an intermediating device that implements an intermediating communication application, an instruction to complete a transaction request on behalf of a user;

determine, by the intermediating communication application, a destination system that will accept the transaction request based on analyzing information from previous communications involving the user on the intermediating device, and an address of the a destination system so as to request completion of the transaction request; and

interact, by the intermediating device, with the destination system to fulfill the transaction request.

20. A computer platform that executes executable instructions for intermediating communications with an automated system, the computer platform comprising:

memory of an intermediating device; and

a processor of the intermediating device,

wherein the processor executes the executable instructions, and the instructions, when executed, cause the intermediating device at least to;

receive, at the intermediating device that implements an intermediating communication application, an instruction to complete a transaction request on behalf of a user;

determine, by the intermediating communication application, a destination system that will accept the transaction request based on analyzing information from previous communications involving the user on the intermediating device, and an address of the a destination system so as to request completion of the transaction request; and

interact, by the intermediating device, with the destination system to fulfill the transaction request.