Applying user preferences, behavioral patterns and/or environmental factors to an automated customer support application

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Quick Facts

Patent No.: US 9,319,524
App. No.: 14/262,962
Granted: Apr 19, 2016
Kind: B1

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Abstract

A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.

Claims (52)

1. A method of applying user profile information to a customized application, the method comprising:

at an interactive voice response (IVR) system:

receiving an inquiry message from a user device comprising a sample of voice audio provided from the user of the user device;

wherein the sample of voice audio was recorded from an earlier part of a call from the user device;

identifying and authorizing a user from inquiry message information comprising the sample of voice audio received from the inquiry message;

retrieving a user profile comprising at least one user preference;

applying the at least one user preference to a user inquiry message processing application;

matching the at least one user preference to a pre-recorded audio segment;

transmitting the pre-recorded audio segment to the user device based on the matching of the at least one user preference; and

transmitting menu options to the user device based on the applied at least one user preference.

2. The method of claim 1 , wherein the inquiry message information further comprises a telephone number of the user device.

3. The method of claim 1 , wherein the user profile information is stored in a remote database and is retrieved responsive to identifying the user of the user device.

4. The method of claim 1 , wherein the at least one user preference comprises a plurality of user preferences.

5. The method of claim 4 , further comprising:

matching each of the plurality of user preferences to a corresponding plurality of pre-recorded audio segments;

queuing the plurality of pre-recorded audio segments into a call sequence; and

transmitting the call sequence as a set of pre-recorded audio segments to the user device.

6. The method of claim 1 , wherein the at least one user preference comprises at least one of a language preference, a female or male agent preference, a removal of pre-recorded instructions preference, a removal of greeting statements preference, an account balance preference, a main menu bypass preference, a predefined menu preference, and a speech recognition or dual tone modulation frequency (DTMF) selection preference.

7. An apparatus configured to apply user profile information to a customized application, the apparatus comprising:

a receiver configured to receive an inquiry message from a user device comprising a sample of voice audio provided from the user of the user device, wherein the sample of voice audio was recorded from an earlier part of a call from the user device;

a processor at an interactive voice response (IVR) system configured to

identify and authorize a user from inquiry message information comprising the sample of voice audio received from the inquiry message;

retrieve a user profile comprising at least one user preference;

apply the at least one user preference to a user inquiry message processing application;

match the at least one user preference to a pre-recorded audio segment; and

a transmitter configured to transmit menu options to the user device based on the applied at least one user preference and transmit the pre-recorded audio segment to the user device based on the match of the at least one user preference.

8. The apparatus of claim 7 , wherein the inquiry message information further comprises a telephone number of the user device.

9. The apparatus of claim 7 , wherein the user profile information is stored in a remote database and is retrieved responsive to identifying the user of the user device.

10. The apparatus of claim 7 , wherein the at least one user preference comprises a plurality of user preferences.

11. The apparatus of claim 10 , wherein the processor is further configured to

match each of the plurality of user preferences to a corresponding plurality of pre-recorded audio segments,

queue the plurality of pre-recorded audio segments into a call sequence, and

wherein the transmitter is further configured to transmit the call sequence as a set of pre-recorded audio segments to the user device.

12. The apparatus of claim 7 , wherein the at least one user preference comprises at least one of a language preference, a female or male agent preference, a removal of pre-recorded instructions preference, a removal of greeting statements preference, an account balance preference, a main menu bypass preference, a predefined menu preference, and a speech recognition or dual tone modulation frequency (DTMF) selection preference.

13. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform applying user profile information to a customized application, the processor being further configured to perform: