Applying user preferences, behavioral patterns and environmental factors to an automated customer support application
AssigneeWest Corporation
InventorsBlake John Roux, Craig A. Webster
Life of this patent
Estimating the term…
Abstract
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.
Claims20
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.
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.
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.
Dependencies are inferred from the claim text.