Applying user preferences, behavioral patterns and/or 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:
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;
applying at least one user preference to the inquiry message processing application;
matching the at least one user preference to a pre-recorded audio segment;
transmitting the pre-recorded audio segment to a 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 further comprises a telephone number of the user device.
3. The method of claim 1 , comprising retrieving a user profile comprising at least one user preference, wherein profile information of the user 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. The method of claim 1 , further comprising identifying the user from a sample of voice audio received from the inquiry message.
8. An apparatus, comprising:
a receiver configured to receive an inquiry message from a user device comprising a sample of voice audio provided from a user of the user device;
a processor at an interactive voice response (IVR) system configured to:
apply at least one user preference to the 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.
9. The apparatus of claim 8 , wherein the inquiry message further comprises a telephone number of the user device.
10. The apparatus of claim 8 , wherein the processor is configured to retrieve a user profile comprising at least one user preference, wherein profile information of the user is stored in a remote database and is retrieved responsive to an identification of the user of the user device.
11. The apparatus of claim 8 , wherein the at least one user preference comprises a plurality of user preferences.
12. The apparatus of claim 11 , 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.
13. 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 greet 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.
14. The method of claim 8 , wherein the processor is further configured to identify the user from a sample of voice audio received from the inquiry message.
15. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
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;
applying at least one user preference to the 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 user preference.
16. The non-transitory computer readable storage medium of claim 15 , wherein the inquiry message further comprises a telephone number of the user device.
17. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform retrieving a user profile comprising at least one user preference, wherein profile information of the user 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 at least one user preference comprises a plurality of user preferences.
19. The non-transitory computer readable storage medium of claim 18 , 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.
20. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform identifying the user from a sample of voice audio received from the inquiry message.