Intelligent interactive voice response system for processing customer communications

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

receiving a call from a user device;

obtaining user information from the received call via the IVR call processing application;

comparing the user information to at least one pre-stored user information stored in a user databank associated with a user account via a customer information processing module, wherein the pre-stored user information comprises at least one of a user name, a user device number and a user voice sample, which is retrieved and compared to the user information;

calculating a first confidence level based on the comparing of the user information to the pre-stored user information, wherein said first confidence level confirms a user identity by being above a first numerical threshold confidence level on a numerical point scale;

authorizing the user device to receive at least one offer based on the first confidence level being above the first numerical threshold confidence level;

transmitting the at least one offer to the user authorized by the first confidence level;

calculating a second confidence level that is greater than the first confidence level by comparing at least one additional user information to the pre-stored user information and identifying a match between the at least one additional user information and the pre-stored user information; and

transmitting at least one additional offer to the user authorized by the second confidence level being above a second numerical threshold confidence level.

2. The method of claim 1 , wherein the user device comprises at least one of a phone, a mobile phone, a smartphone, a table computing device, and a computer.

3. The method of claim 1 , wherein the user information is at least one of a voice sample, an automatic number identification (ANI) associated with the user device and a user response to a question.

4. The method of claim 3 , further comprising:

comparing the ANI associated with the user device to an ANI included in the pre-stored user information stored in the user databank associated with the user account.

5. The method of claim 4 , wherein if the ANI associated with the user device matches the ANI included in the pre-stored user information, then providing a customized message to the user device, the customized message being based on known user information stored in the user account.

6. The method of claim 4 , where if the ANI associated with the user device does not match the ANI included in the pre-stored user information, then providing a generic message to the user device that does not include any known user information.

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

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

a processor configured to

obtain user information from the received call via the IVR call processing application;

compare the user information to at least one pre-stored user information stored in a user databank associated with a user account via a customer information processing module, wherein the pre-stored user information comprises at least one of a user name, a user device number and a user voice sample, which is retrieved and compared to the user information;

calculate a first confidence level based on the comparing of the user information to the pre-stored user information, wherein said first confidence level confirms a user identity by being above a first numerical threshold confidence level on a numerical point scale; and

authorize the user device to receive at least one offer based on the first confidence level being above the first numerical threshold confidence level;

a transmitter configured to transmit the at least one offer to the user authorized by the first confidence level;

wherein the processor is further configured to calculate a second confidence level that is greater than the first confidence level by comparing at least one additional user information to the pre-stored user information and identifying a match between the at least one additional user information and the pre-stored user information, and the transmitter is further configured to transmit at least one additional offer to the user authorized by the second confidence level being above a second numerical threshold confidence level.

8. The apparatus of claim 7 , wherein the user device comprises at least one of a phone, a mobile phone, a smartphone, a table computing device, and a computer.

9. The apparatus of claim 7 , wherein the user information is at least one of a voice sample, an automatic number identification (ANI) associated with the user device and a user response to a question.

10. The apparatus of claim 9 , wherein the processor is further configured to compare the ANI associated with the user device to an ANI included in the pre-stored user information stored in the user databank associated with the user account.

11. The apparatus of claim 10 , wherein if the ANI associated with the user device matches the ANI included in the pre-stored user information, then the transmitter is configured to transmit a customized message to the user device, the customized message being based on known user information stored in the user account.

12. The apparatus of claim 10 , where if the ANI associated with the user device does not match the ANI included in the pre-stored user information, then the transmitter is configured to transmit a generic message to the user device that does not include any known user information.

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

receiving a call from a user device;

obtaining user information from the received call via the IVR call processing application;

comparing the user information to at least one pre-stored user information stored in a user databank associated with a user account via a customer information processing module, wherein the pre-stored user information comprises at least one of a user name, a user device number and a user voice sample, which is retrieved and compared to the user information;

calculating a first confidence level based on the comparing of the user information to the pre-stored user information, wherein said first confidence level confirms a user identity by being above a first numerical threshold confidence level on a numerical point scale;

authorizing the user device to receive at least one offer based on the first confidence level being above the first numerical threshold confidence level;

transmitting the at least one offer to the user authorized by the first confidence level;

calculating a second confidence level that is greater than the first confidence level by comparing at least one additional user information to the pre-stored user information and identifying a match between the at least one additional user information and the pre-stored user information; and

transmitting at least one additional offer to the user authorized by the second confidence level being above a second numerical threshold confidence level.

14. The non-transitory computer readable storage medium of claim 13 , wherein the user device comprises at least one of a phone, a mobile phone, a smartphone, a table computing device, and a computer.

15. The non-transitory computer readable storage medium of claim 13 , wherein the user information is at least one of a voice sample, an automatic number identification (ANI) associated with the user device and a user response to a question.

16. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:

comparing the ANI associated with the user device to an ANI included in the pre-stored user information stored in the user databank associated with the user account.

17. The non-transitory computer readable storage medium of claim 16 , wherein if the ANI associated with the user device matches the ANI included in the pre-stored user information, then providing a customized message to the user device, the customized message being based on known user information stored in the user account, and wherein if the ANI associated with the user device does not match the ANI included in the pre-stored user information, then providing a generic message to the user device that does not include any known user information.