Applying user preferences, behavioral patterns and environmental factors to an automated customer support application
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:
identifying a user from an inquiry message comprising at least one of a telephone number of a user device and a sample of voice audio of the user provided in the message;
applying at least one user preference specified in the inquiry message identifying at least one of a removal and an addition of at least one pre-recorded audio menu option to a message processing application;
transmitting the at least one menu option to the user device based on the applied at least one user preference, and
automatically updating at least a second user preference without user selection affirmation.
2. The method of claim 1 , further comprising organizing a layout of at least one of options, questions, and messages to be transmitted to the user device upon connecting a call from the user device to a customer support center.
3. The method of claim 1 , retrieving a user profile comprising the at least one user preference, 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 , further comprising:
matching the at least one user preference to a pre-recorded audio segment; and
transmitting the pre-recorded audio segment to the user device.
5. The method of claim 1 , wherein the at least one user preference comprises a plurality of user preferences.
6. The method of claim 5 , 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.
7. 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.
8. An apparatus, comprising:
a processor configured to:
identify a user from an inquiry message comprising at least one of a telephone number of a user device and a sample of voice audio of the user provided in the message;
apply at least one user preference specified in the inquiry message to identify at least one of a removal and an addition of at least one pre-recorded audio menu option to a message processing application;
automatically update at least a second user preference without user selection affirmation; and
a transmitter configured to transmit the at least one menu option to the user device based on the applied at least one user preference.
9. The apparatus of claim 8 , wherein the processor is further configured to organize a layout of at least one of options, questions, and messages to be transmitted to the user device upon connecting a call from the user device to a customer support center.
10. The apparatus of claim 8 , wherein the processor is further configured to retrieve a user profile comprising the at least one user preference, wherein the user profile is stored in a remote database and is retrieved responsive to the user of the user device being identified.
11. The apparatus of claim 8 , wherein the processor is further configured to match the at least one user preference to a pre-recorded audio segment, and wherein the transmitter is further configured to transmit the pre-recorded audio segment to the user device.
12. The apparatus of claim 8 , wherein the at least one user preference comprises a plurality of user preferences.
13. The apparatus of claim 12 , 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.
14. The apparatus of claim 8 , 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.
15. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
identifying a user from an inquiry message comprising at least one of a telephone number of a user device and a sample of voice audio of the user provided in the message;
applying at least one user preference specified in the inquiry message identifying at least one of a removal and an addition of at least one pre-recorded audio menu option to a message processing application;
transmitting the at least one menu option to the user device based on the applied at least one user preference; and
automatically updating at least a second user preference without user selection affirmation.
16. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to organize a layout of at least one of options, questions, and messages to be transmitted to the user device upon connecting a call from the user device to a customer support center.
17. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform retrieving a user profile comprising the at least one user preference, wherein the user profile is stored in a remote database and is retrieved responsive to identifying the user of the user device.
18. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:
matching the at least one user preference to a pre-recorded audio segment; and
transmitting the pre-recorded audio segment to the user device.
19. The non-transitory computer readable storage medium of claim 15 , wherein the at least one user preference comprises a plurality of user preferences.
20. The non-transitory computer readable storage medium of claim 19 , 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.