ENHANCING CALL EXPERIENCES THROUGH PERSONAL RULES
Methods for enhancing call experiences through personal rules are provided. In one example, a method includes the steps of receiving a phone call and caller identification information associated with the phone call and routing the phone call to an interactive voice response system. A caller profile is developed based on a comparison of the caller identification information and one or more data stores. The caller profile is matched with a predetermined personal rule, and a dynamic message is generated in the interactive voice response system based on the matching predetermined personal rule.
1 . A method for enhancing call experiences through personal rules, the method comprising the steps of:
receiving a phone call and caller identification information associated with the phone call;
routing the phone call to an interactive voice response system;
developing a caller profile based on a comparison of the caller identification information and one or more data stores;
developing a caller profile comprising updating an existing caller profile if updates exist;
matching the caller profile with a predetermined personal rule; and
generating a dynamic message in the interactive voice response system based on the matching predetermined personal rule.
2 .- 20 . (canceled)
21 . A method for enhancing telecommunication through personal rules, the method comprising the steps of:
receiving an incoming communication and identification information associated with the incoming communication;
routing the incoming communication;
developing a profile based on at least one of:
(a) the identification information;
(b) one or more data stores;
developing a profile comprising the step of either:
(a) creating a new profile; or
(b) updating an existing profile if updates exist;
matching the profile with a predetermined personal rule;
generating a dynamic response to the incoming communication based at least in part on the matching predetermined personal rule.
22 . The method of claim 21 , wherein the incoming communication is a voice call.
23 . The method of claim 21 , wherein the incoming communication is a video call.
24 . The method of claim 21 , wherein the incoming communication is a text chat.
25 . The method of claim 21 , wherein the identification information comprises at least one of caller ID, IP address, G.P.S. coordinates, email address, and username.
26 . The method of claim 21 , wherein the incoming communication is routed to one of an interactive voice response system, an automated call distributor queue, a voice mail system, or a contact center station.
27 . The method of claim 21 , wherein developing a profile comprises accessing an internal data source.
28 . The method of claim 21 , further comprising predicting an issue associated with the incoming communication based on the developed profile.
29 . The method of claim 28 , wherein the dynamic response is generated based at least in part on the predicted issue.
30 . The method of claim 21 , further comprising generating a ranking associated with the incoming communication, and wherein the profile comprises the ranking.
31 . The method of claim 30 , wherein generating a ranking comprises accessing an internal data source and an external data source.
32 . The method of claim 30 , wherein the dynamic response is generated based at least in part on the ranking.
33 . The method of claim 21 , further comprising determining the incoming communication cannot be answered.
34 . The method of claim 33 , wherein determining the incoming communication cannot be answered comprises determining whether a queue has zero entries waiting.
35 . The method of claim 21 , wherein the dynamic response comprises an out-of-band response to the incoming communication.
36 . The method of claim 35 , wherein the out-of-band response comprises a response associated with an external data store.
37 . The method of claim 36 , wherein the external data store comprises a social media network.
38 . The method of claim 35 , wherein the dynamic response is generated after a predetermined delay.
39 . A method for enhancing telecommunication experience through personal rules, the method comprising the steps of:
receiving an incoming communication and identification information associated with the incoming information;
developing a profile associated with the incoming communication based on the identification information;
matching the profile with a predetermined personal rule; and
generating a dynamic out-of-band response based on the matching predetermined personal rule.
40 . The method of claim 39 , wherein the incoming communication is a voice call.
41 . The method of claim 39 , wherein the incoming communication is a video call.
42 . The method of claim 39 , wherein the incoming communication is a text chat.