System and method for calling a service representative using an intelligent voice assistant

1. A method of making a call for a user, the method performed by an intelligent voice assistant, the method comprising:

receiving, by the intelligent voice assistant, an audible request from the user to place a call to a service provider;

initiating, by the intelligent voice assistant, a phone call to the service provider;

receiving, by the intelligent voice assistant, audible questions from an interactive voice response system of the service provider;

responding audibly, by the intelligent voice assistant, to the questions from the interactive voice response system until a representative of the service provider is reached; and

upon reaching the representative of the service provider, the intelligent voice assistant prompting the user to speak with the representative on the call.

2. The method according to claim 1 , wherein the audible request includes context information for the call.

3. The method according to claim 1 , wherein the method further includes a step of asking the user a follow-up question about the call prior to initiating the phone call.

4. The method according to claim 2 , wherein the context information is used when responding audibly to questions.

5. The method according to claim 1 , wherein the method further includes retrieving user information and wherein the user information is used when responding audibly to questions.

6. The method according to claim 1 , wherein initiating the phone call comprises placing a call over the internet.

7. The method according to claim 1 , wherein the initiating the phone call comprises communicating with a mobile phone having access to a cellular network, and using the mobile phone to place a call over the cellular network.

8. A method of connecting a user and a representative of a service provider, the method performed by an intelligent voice assistant, the method comprising:

receiving, by the intelligent voice assistant, an audible request from the user to call the service provider;

sending information, by the intelligent voice assistant, to at least one computer system of the service provider, the information including a request to connect directly with the representative;

receiving, by the intelligent voice assistant, a response from the at least one computer system of the service provider; and

initiating, by the intelligent voice assistant, a call between the user and the representative of the service provider, based on the response received from the at least one computer system of the service provider.

9. The method according to claim 8 , wherein the audible request includes context information for the call.

10. The method according to claim 9 , wherein the context information is sent to the at least one computer system.

11. The method according to claim 8 , wherein the method further includes a step of asking the user a follow-up question about the call prior to initiating the phone call.

12. The method according to claim 8 , wherein sending information to at least one computer system comprises using an application program interface associated with the service provider.

13. The method according to claim 8 , wherein the method includes informing the user that the user has been connected with the representative.

14. A method of reconnecting a user with a first representative of a service provider after an interrupted phone call, the method performed by an intelligent voice assistant, the method comprising the steps of:

retrieving representative identification information for the interrupted phone call, the representative identification information corresponding to the first representative;

initiating a phone call to the service provider;

speaking with a second representative and asking to be re-connected with the first representative; and

prompting the user to speak with the first representative on the call.

15. The method according to claim 14 , wherein the method includes a step of receiving a request from the user to reconnect the user with the first representative.

16. The method according to claim 15 , wherein the request is an audible request.

17. The method according to claim 14 , wherein the method includes steps of audibly navigating an interactive voice response system after calling the service provider.

18. The method according to claim 14 , wherein the method includes retrieving context information for the call between the user and the first representative.

19. The method according to claim 18 , wherein the method includes providing the context information to the second representative.

20. The method according to claim 14 , wherein the first representative is different from the second representative.