Applying user preferences, behavioral patterns and environmental factors to an automated customer support application
View Patent ↗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.
1. A method, comprising:
retrieving a user profile comprising at least one user preference identifying at least one of a removal and an addition of at least one pre-recorded audio menu option;
applying the at least one user preference to a message processing application;
transmitting the at least one menu option to a user device based on the applied at least one user preference;
matching the at least one user preference to a pre-recorded audio segment; and
transmitting the pre-recorded audio segment to the user device.
2. The method of claim 1 , further comprising identifying a user from an inquiry message, wherein the inquiry message comprises at least one of a telephone number of the user device and a sample of voice audio provided from the user of the user device.
3. The method of claim 1 , wherein the user profile 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, comprising:
a processor configured to:
retrieve a user profile comprising at least one user preference to identify at least one of a removal and an addition of at least one pre-recorded audio menu option;
apply the at least one user preference to a message processing application;
match the at least one user preference to a pre-recorded audio segment; and
a transmitter configured to transmit the at least one menu option to a user device based on the applied at least one user preference and transmit the pre-recorded audio segment to the user device.
8. The apparatus of claim 7 , wherein the processor is further configured to identify a user from an inquiry message, wherein the inquiry message comprises at least one of a telephone number of the user device and a sample of voice audio provided from the user of the user device.
9. The apparatus of claim 7 , wherein the user profile 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:
retrieving a user profile comprising at least one user preference identifying at least one of a removal and an addition of at least one pre-recorded audio menu option;
applying the at least one user preference to a message processing application;
transmitting the at least one menu option to a user device based on the applied at least one user preference;
matching the at least one user preference to a pre-recorded audio segment; and
transmitting the pre-recorded audio segment to the user device.
14. The non-transitory computer readable storage medium of claim 13 , wherein the processor is further configured to identify a user from an inquiry message, wherein the inquiry message comprises at least one of a telephone number of the user device and a sample of voice audio provided from the user of the user device.
15. The non-transitory computer readable storage medium of claim 13 , wherein the user profile is stored in a remote database and is retrieved responsive to identifying the user of the user device.
16. The non-transitory computer readable storage medium of claim 13 , wherein the at least one user preference comprises a plurality of user preferences.
17. The non-transitory computer readable storage medium of claim 16 , wherein the processor is further configured to perform:
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, and
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.