Intelligent interactive voice response system for processing customer communications
Extracting and sharing user preference information includes receiving a call from a user device, retrieving user information from a user account stored in a user databank in response to receiving the call, executing a data backup operation to share the user account information with at least one established account partner remotely via a secure communication channel, wherein executing the data backup operation comprises transmitting the user account information to a remote databank of the at least one established account partner over the secure communication channel.
1. A method, comprising:
receiving a call of a user from a user device, wherein a received call contextual information that includes at least one current user action in another channel, a customer intent and a predictively modeled customer purpose is identified, wherein a time sensitive filter of the contextual information pertaining to actions and are utilized to identify the customer purpose and wherein the identified customer purpose is utilized to modify a call operating option and the time sensitive filter is scheduled to filter a time of day and day of week of the contextual information;
retrieving user information from a user account stored in a user databank in response to receiving the call;
obtaining a maximum identity confidence level based on a confidence level associated with the at least one current user action in another channel, a confidence level associated with the customer intent, a confidence level associated with the predictively modeled customer purpose, and a confidence level associated with the user information;
transmitting a targeted offer to the user device based on the maximum confidence level;
transmitting a next offer to the user device based on a flag indicating to transfer the next offer to the user device during a subsequent call; and
updating user information in the user account.
2. The method of claim 1 , further comprising:
receiving a next offer responsive to the transmitted user account information.
3. The method of claim 1 , further comprising:
determining a next offer to transmit to the user device.
4. The method of claim 1 , further comprising at least one of:
updating the user account information by retrieving user information from a social networking account associated with the user account;
comparing the retrieved user information with predefined categories established in the user account information;
incorporating at least a portion of the retrieved user information with the user account based on at least one of the predefined categories; and
selecting the retrieved user information to determine the next offer to transmit to the user device.
5. A non-transitory computer readable storage medium configured to store instructions that when executed by a processor cause the processor to perform:
receiving a call of a user from a user device, wherein a received call contextual information that includes at least one current user action in another channel, a customer intent and a predictively modeled customer purpose is identified, wherein a time sensitive filter of the contextual information pertaining to actions and are utilized to identify the customer purpose and wherein the identified customer purpose is utilized to modify a call operating option and the time sensitive filter is scheduled to filter a time of day and day of week of the contextual information;
obtaining a maximum identity confidence level based on a confidence level associated with the at least one current user action in another channel, a confidence level associated with the customer intent, a confidence level associated with the predictively modeled customer purpose, and a confidence level associated with the user information;
transmitting a targeted offer to the user device based on the maximum confidence level;
transmitting a next offer to the user device based on a flag indicating to transfer the next offer to the user device during a subsequent call; and
updating user information in the user account.
6. The non-transitory computer readable storage medium of claim 5 , wherein the instructions further cause the processor to perform:
receiving a next offer responsive to the transmitted user account information.
7. The non-transitory computer readable storage medium of claim 5 , wherein the instructions further cause the processor to perform:
determining a next offer to transmit to the user device.
8. The non-transitory computer readable storage medium of claim 5 , wherein the instructions further cause the processor to perform at least one of:
updating the user account information by retrieving user information from a social networking account associated with the user account;
comparing the retrieved user information with predefined categories established in the user account information;
incorporating at least a portion of the retrieved user information with the user account based on at least one of the predefined categories; and
selecting the retrieved user information to determine the next offer to transmit to the user device.
9. An apparatus, comprising:
a receiver configured to receive a call from a user device;
a processor configured to:
receive a call of a user from a user device, wherein a received call contextual information that includes at least one current user action in another channel, a customer intent and a predictively modeled customer purpose is identified, wherein a time sensitive filter of the contextual information pertaining to actions and are utilized to identify the customer purpose and wherein the identified customer purpose is utilized to modify a call operating option and the time sensitive filter is scheduled to filter a time of day and day of week of the contextual information;
obtaining a maximum identity confidence level based on a confidence level associated with the at least one current user action in another channel, a confidence level associated with the customer intent, a confidence level associated with the predictively modeled customer purpose, and a confidence level associated with the user information;
transmit a targeted offer to the user device based on the maximum confidence level;
transmit a next offer to the user device based on a flag indicating to transfer the next offer to the user device during a subsequent call; and
update user information in the user account.
10. The apparatus of claim 9 , wherein the processor is further configured to:
receive a next offer responsive to the transmitted user account information.
11. The apparatus of claim 9 , wherein the processor is further configured to:
determine a next offer to transmit to the user device.