# US 10,455,086 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 10,455,086 B1 - Document ID: US10455086B1 - Status: Granted - Kind: B1 - Application number: 15/471,116 - Filed: 2017-03-28 - Granted: 2019-10-22 - Earliest claimed: 2012-08-28 - Assignees: West Corporation - Applicants: West Corporation - Inventors: Brian W. Cooper; Fonda J. Narke - Web page: https://patentgrep.com/patent/US10455086B1 ## CPC - H04M 1/271: {controlled by voice recognition} - H04M 3/42068: {where the identifier is used to access a profile} - H04M 3/493: Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} - H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends} - H04M 7/0036: {where the data service is an information service} - H04M 7/0024: {Services and arrangements where telephone services are combined with data services (arrangements which combine a telephonic equipment and a computer H04M7/0012)} - H04M 7/0039: {where the data service is provided by a stream of packets which are rendered in real time by the receiving terminal (network streaming of media packets H04L65/60)} - H04M 2201/18: Comparators - H04M 2203/555: Statistics, e.g. about subscribers but not being call statistics - H04M 2203/558: Databases - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract A method and apparatus of processing a user call via an intelligent voice response (IVR) call processing application is disclosed. One example method may include receiving a call from a user device, obtaining user information from the received call, comparing the user information to at least one pre-stored user information stored in a user databank associated with a user account, and calculating a first confidence level by comparing the user information to the pre-stored user information. The method may also include authorizing the user device to receive an offer based on the first confidence level, and transmitting the offer to the user authorized by the first confidence level. ## Claims ### Claim 1 A method, comprising: receiving user information based on a call from a user device; comparing the user information to at least one pre-stored user information stored in a user databank associated with a user account via a customer information-processing module, wherein the pre-stored user information comprises at least one of a user name, a user device number and a user voice sample, which is retrieved and compared to the user information; calculating a first confidence level based on the comparing of the user information to the pre-stored user information; authorizing the user device to receive at least one offer based on the first confidence level; transmitting the at least one offer to the user authorized by the first confidence level; calculating a second confidence level that is greater than the first confidence level by comparing at least one additional user information to the pre-stored user information and identifying a match between the at least one additional user information and the pre-stored user information; and transmitting at least one additional offer to the user authorized based on the second confidence level. ### Claim 2 (depends on 1) The method of claim 1, wherein the user device comprises at least one of a phone, a mobile phone, a smartphone, a table computing device, and a computer. ### Claim 3 (depends on 1) The method of claim 1, wherein the user information is at least one of a voice sample, an automatic number identification (ANI) associated with the user device and a user response to a question. ### Claim 4 (depends on 3) The method of claim 3, further comprising comparing the ANI associated with the user device to an ANI included in the pre-stored user information stored in the user databank associated with the user account. ### Claim 5 (depends on 4) The method of claim 4, wherein if the ANI associated with the user device matches the ANI included in the pre-stored user information, then providing a customized message to the user device, the customized message being based on known user information stored in the user account. ### Claim 6 (depends on 4) The method of claim 4, wherein if the ANI associated with the user device does not match the ANI included in the pre-stored user information, then providing a generic message to the user device that does not include any known user information. ### Claim 7 (depends on 1) The method of claim 1, further comprising authorizing the user device to receive the at least one offer based on the first confidence level being above a first numerical threshold confidence level, wherein the first confidence level confirms a user identity by being above a first numerical threshold confidence level on a numerical point scale, and transmitting the at least one additional offer to the user authorized based on the second confidence level being above a second numerical threshold confidence level. ### Claim 8 An apparatus, comprising: a receiver configured to receive user information based on a call from a user device; a processor configured to compare the user information to at least one pre-stored user information stored in a user databank associated with a user account via a customer information-processing module, wherein the pre-stored user information comprises at least one of a user name, a user device number and a user voice sample, which is retrieved and compared to the user information; calculate a first confidence level based on the comparing of the user information to the pre-stored user information, wherein said first confidence level confirms a user identity by being above a first numerical threshold confidence level on a numerical point scale; and authorize the user device to receive at least one offer based on the first confidence level; a transmitter configured to transmit the at least one offer to the user authorized by the first confidence level; wherein the processor is further configured to calculate a second confidence level that is greater than the first confidence level by comparing at least one additional user information to the pre-stored user information and identifying a match between the at least one additional user information and the pre-stored user information, and the transmitter is further configured to transmit at least one additional offer to the user authorized based on the second confidence level. ### Claim 9 (depends on 8) The apparatus of claim 8, wherein the user device comprises at least one of a phone, a mobile phone, a smartphone, a table computing device, and a computer. ### Claim 10 (depends on 8) The apparatus of claim 8, wherein the user information is at least one of a voice sample, an automatic number identification (ANI) associated with the user device and a user response to a question. ### Claim 11 (depends on 10) The apparatus of claim 10, wherein the processor is further configured to compare the ANI associated with the user device to an ANI included in the pre-stored user information stored in the user databank associated with the user account. ### Claim 12 (depends on 11) The apparatus of claim 11, wherein if the ANI associated with the user device matches the ANI included in the pre-stored user information, then the transmitter is configured to transmit a customized message to the user device, the customized message being based on known user information stored in the user account. ### Claim 13 (depends on 11) The apparatus of claim 11, where if the ANI associated with the user device does not match the ANI included in the pre-stored user information, then the transmitter is configured to transmit a generic message to the user device that does not include any known user information. ### Claim 14 (depends on 8) The system of claim 8, wherein the processor is configured to authorize the user device to receive the at least one offer based on the first confidence level being above a first numerical threshold confidence level, wherein the first confidence level confirms a user identity by being above a first numerical threshold confidence level on a numerical point scale, and transmit the at least one additional offer to the user authorized based on the second confidence level being above a second numerical threshold confidence level. ### Claim 15 A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform: receiving user information based on a call from a user device; comparing the user information to at least one pre-stored user information stored in a user databank associated with a user account via a customer information-processing module, wherein the pre-stored user information comprises at least one of a user name, a user device number and a user voice sample, which is retrieved and compared to the user information; calculating a first confidence level based on the comparing of the user information to the pre-stored user information, wherein said first confidence level confirms a user identity by being above a first numerical threshold confidence level on a numerical point scale; authorizing the user device to receive at least one offer based on the first confidence level; transmitting the at least one offer to the user authorized by the first confidence level; calculating a second confidence level that is greater than the first confidence level by comparing at least one additional user information to the pre-stored user information and identifying a match between the at least one additional user information and the pre-stored user information; and transmitting at least one additional offer to the user authorized by the second confidence level. ### Claim 16 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the user device comprises at least one of a phone, a mobile phone, a smartphone, a table computing device, and a computer. ### Claim 17 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the user information is at least one of a voice sample, an automatic number identification (ANI) associated with the user device and a user response to a question. ### Claim 18 (depends on 17) The non-transitory computer readable storage medium of claim 17, wherein the processor is further configured to perform comparing the ANI associated with the user device to an ANI included in the pre-stored user information stored in the user databank associated with the user account. ### Claim 19 (depends on 18) The non-transitory computer readable storage medium of claim 18, wherein if the ANI associated with the user device matches the ANI included in the pre-stored user information, then providing a customized message to the user device, the customized message being based on known user information stored in the user account, and wherein if the ANI associated with the user device does not match the ANI included in the pre-stored user information, then providing a generic message to the user device that does not include any known user information. ### Claim 20 (depends on 15) The non-transitory computer readable storage medium of claim 15, wherein the processor is further configured to perform: authorizing the user device to receive the at least one offer based on the first confidence level being above a first numerical threshold confidence level, wherein the first confidence level confirms a user identity by being above a first numerical threshold confidence level on a numerical point scale, and transmitting the at least one additional offer to the user authorized based on the second confidence level being above a second numerical threshold confidence level.