# US 10,313,519 B1 · Intelligent interactive voice response system for processing customer communications > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,313,519 B1 - Document ID: US10313519B1 - Status: Granted - Kind: B1 - Application number: 15/157,145 - Filed: 2016-05-17 - Granted: 2019-06-04 - Earliest claimed: 2012-08-28 - Assignees: West Corporation - Applicants: West Corporation - Inventors: Brian W. Cooper - Web page: https://patentgrep.com/patent/US10313519B1 ## CPC - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - G06F 16/24575: {using context} - G06Q 10/40: Business processes related to social networking or social networking services - G06Q 20/4014: {Identity check for transactions} - G06Q 20/405: {Establishing or using transaction specific rules} - G06Q 30/016: After-sales - G06Q 30/0277: {Online advertisement} - H04M 3/2218: {Call detail recording} - H04M 3/493: Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} - H04M 3/5183: {Call or contact centers with computer-telephony arrangements} - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N) - G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR ## Abstract A method and apparatus of processing multiple user call records via an IVR call processing application is disclosed. One example method may include receiving a call from a user device, obtaining first user information from a user account stored in a user databank. The first information may be associated with a first call record established during a first previously received call from the user device. The method may also include establishing a first confidence level based on the first user information and obtaining second user information from the user account stored in the user databank. The second user information may be associated with a second call record established during a second previously received call from the user device. The method may also include establishing a second confidence level based on the second user information and transmitting an offer to the user device based on the first confidence level and second confidence level. ## Claims ### Claim 1 A method, comprising: obtaining first user information from a user account stored in a user databank, the first information being associated with a first call record established during a first previously received call from a user device; establishing a first identity confidence level based on the first user information; obtaining second user information from the user account stored in the user databank, the second user information being associated with a second call record established during a second previously received call from the user device; establishing a second identity confidence level based on the second user information; obtaining third user information from the user account stored in the user databank, the third user information being associated with a third call record established during a third previously received call from the user device; obtaining a maximum identity confidence level based on a combination of the first user information, the second user information, and the third user information; and enabling the user device to conduct a maximum security transaction during a call based on the maximum confidence level. ### Claim 2 (depends on 1) The method of claim 1, further comprising transmitting an offer to the user device based on the first identity confidence level and the second identity confidence level. ### Claim 3 (depends on 2) The method of claim 2, further comprising: combining the first identity confidence level and the second identity confidence level to establish a combined identity confidence level; and selecting the offer for the user device based on the combined identity confidence level. ### Claim 4 (depends on 3) The method of claim 3, wherein the selected offer is at least one of an upsell and a cross-sell to an existing service provided to the user account. ### Claim 5 (depends on 1) The method of claim 1, wherein the combined identity confidence level is greater than the first identity confidence level and the second identity confidence level. ### Claim 6 (depends on 1) The method of claim 1, further comprising authorizing the user device to conduct at least one transaction based on at least one of the first identity confidence level and the second identity confidence level, wherein the at least one transaction comprises a change to the user account. ### Claim 7 (depends on 1) The method of claim 1, further comprising: verifying the user account based on the maximum confidence level. ### Claim 8 An apparatus, comprising: a processor to: obtain first user information from a user account stored in a user databank, the first information being associated with a first call record established during a first previously received call from a user device; establish a first identity confidence level based on the first user information; obtain second user information from the user account stored in the user databank, the second user information being associated with a second call record established during a second previously received call from the user device; establish a second identity confidence level based on the second user information; obtain third user information from the user account stored in the user databank, the third user information being associated with a third call record established during a third previously received call from the user device; obtaining a maximum identity confidence level based on a combination of the first user information, the second user information, and the third user information; and enable the user device to conduct a maximum security transaction during a call based on the maximum confidence level. ### Claim 9 (depends on 8) The apparatus of claim 8, comprising a transmitter to transmit an offer to the user device based on the first identity confidence level and the second identity confidence level. ### Claim 10 (depends on 9) The apparatus of claim 9, wherein the processor combines the first identity confidence level and the second identity confidence level to establish a combined identity confidence level, and selects the offer for the user device based on the combined identity confidence level. ### Claim 11 (depends on 10) The apparatus of claim 10, wherein the selected offer is at least one of an upsell and a cross-sell to an existing service provided to the user account. ### Claim 12 (depends on 8) The apparatus of claim 8, wherein the combined identity confidence level is greater than the first identity confidence level and the second identity confidence level. ### Claim 13 (depends on 8) The apparatus of claim 8, wherein the processor authorizes the user device to conduct at least one transaction based on at least one of the first identity confidence level and the second identity confidence level, wherein the at least one transaction comprises a change to the user account. ### Claim 14 (depends on 8) The apparatus of claim 8, wherein the processor verifies the user account based on the maximum confidence level. ### Claim 15 A non-transitory computer readable storage medium to store instructions that when executed cause a processor to perform: obtaining first user information from a user account stored in a user databank, the first information being associated with a first call record established during a first previously received call from a user device; establishing a first identity confidence level based on the first user information; obtaining second user information from the user account stored in the user databank, the second user information being associated with a second call record established during a second previously received call from the user device; establishing a second identity confidence level based on the second user information; obtaining third user information from the user account stored in the user databank, the third user information being associated with a third call record established during a third previously received call from the user device; obtaining a maximum identity confidence level based on a combination of the first user information, the second user information, and the third user information; and enabling the user device to conduct a maximum security transaction during a call based on the maximum confidence level. ### Claim 16 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the processor further performs transmitting an offer to the user device based on the first identity confidence level and the second identity confidence level. ### Claim 17 (depends on 16) The non-transitory computer readable storage medium of claim 16, wherein the processor further performs: combining the first identity confidence level and the second identity confidence level to establish a combined identity confidence level; and selecting the offer for the user device based on the combined identity confidence level. ### Claim 18 (depends on 17) The non-transitory computer readable storage medium of claim 17, wherein the selected offer is at least one of an upsell and a cross-sell to an existing service provided to the user account. ### Claim 19 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the combined confidence level is greater than the first identity confidence level and the second identity confidence level. ### Claim 20 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the processor further performs authorizing the user device to conduct at least one transaction based on at least one of the first identity confidence level and the second identity confidence level, and wherein the at least one transaction comprises a change to the user account.