# US 11,445,066 B2 · Call data management platform > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,445,066 B2 - Document ID: US11445066B2 - Status: Granted - Kind: B2 - Application number: 17/249,075 - Filed: 2021-02-19 - Published: 2021-06-10 - Granted: 2022-09-13 - Earliest claimed: 2018-10-17 - Assignees: Capital One Services, LLC - Applicants: Capital One Services, LLC - Inventors: Kevin Sanderlin - Web page: https://patentgrep.com/patent/US11445066B2 ## CPC - 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 3/5158: {in combination with automated outdialling systems (devices for signalling identity of wanted subscriber H04M1/26)} - H04M 3/5191: {interacting with the Internet} - H04M 2203/6009: Personal information, e.g. profiles or personal directories being only provided to authorised persons - H04M 2203/6027: Fraud preventions - H04M 2203/6072: Authentication using challenger response - H04M 2203/651: Text message transmission triggered by call - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## Abstract A device may receive voice call data indicating that a voice call has been initiated between a first device and an interactive voice response device. The device may obtain, based on the voice call data, a user account identifier identifying a user account and obtain, based on the user account identifier, user account data including user authentication data. The device may receive user input provided by the first device during the voice call and determine, based on the user authentication data, that the user input fails to authenticate a user associated with the user account. The device may receive data indicating that the voice call has terminated and identify, based on the user input failing to authenticate the user, a second device. The device may perform an action based on the second device and the voice call data. ## Claims ### Claim 1 A method, comprising: receiving, by a device, communications data, the communications data indicating that a first communication occurred between a first device and a second device; determining, by the device and based on the communications data, that the first communication included a successful authentication of a user of the first device; determining, by the device, one or more communication states, of a plurality of communication states, of the first communication at a time associated with termination of the first communication, the plurality of communication states including: a first communication state in which an issue associated with the first communication is unresolved, a second communication state in which the user did not provide requested user information, and a third communication state that is capable of being saved for later continuation; and providing, by the device, based on the one or more communication states of the first communication, and based on the successful authentication, communication instructions, the communication instructions including data that causes another device to send a second communication that is based on the one or more communication states of the first communication, the second communication providing one or more of: a question of whether the first communication resulted in a successful resolution, when the one or more communication states include the first communication state, a reminder to provide the requested user information, when the one or more communication states include the second communication state, or an indication of a time at which the first communication may be continued, when the one or more communication states include the third communication state. ### Claim 2 (depends on 1) The method of claim 1, wherein: the first communication comprises a voice call, and the second device comprises an interactive voice response device. ### Claim 3 (depends on 2) The method of claim 2, wherein the plurality of communication states are associated with an interactive voice response process associated with the interactive voice response device. ### Claim 4 (depends on 1) The method of claim 1, further comprising: receiving data indicating that the first communication has terminated; and wherein providing the communication instructions comprises: providing the communication instructions further based on the data indicating that the first communication has terminated. ### Claim 5 (depends on 1) The method of claim 1, wherein the communications data includes at least one of: a first phone number associated with the first device, audio data received from the first device, a transcript of the first communication between the first device and the second device, or data indicating user inputs provided by the first device during the first communication. ### Claim 6 (depends on 1) The method of claim 1, further comprising: obtaining user account data associated with the first device; and identifying, from the user account data, a user preference regarding a preferred method of communication, wherein the data that causes the other device to send the second communication causes the second device to send the second communication using the preferred method of communication. ### Claim 7 (depends on 1) The method of claim 1, wherein the data that causes the other device to send the second communication causes the other device to send the second communication to a third device that is different from the first device. ### Claim 8 A device, comprising: one or more memories; and one or more processors, communicatively coupled to the one or more memories, configured to: receive communications data, the communications data indicating that a first communication occurred between a first device and a second device; determine, based on the communications data, that the first communication included a successful authentication of a user of the first device; determine one or more communication states, of a plurality of communication states, of the first communication at a time associated with termination of the first communication, the plurality of communication states including: a first communication state in which an issue associated with the first communication is unresolved, a second communication state in which the user did not provide requested user information, and a third communication state that is capable of being saved for later continuation; and provide based on the state one or more communication states of the first communication, and based on the successful authentication, communication instructions, the communication instructions including data that causes another device to send a second communication that is based on the state of the first communication, the second communication providing one or more of: a question of whether the first communication resulted in a successful resolution, when the one or more communication states include the first communication state, a reminder to provide the requested user information, when the one or more communication states include the second communication state, or an indication of a time at which the first communication may be continued, when the one or more communication states include the third communication state. ### Claim 9 (depends on 8) The device of claim 8, wherein: the first communication comprises a voice call, and the second device comprises an interactive voice response device. ### Claim 10 (depends on 9) The device of claim 9, wherein the plurality of communication states are associated with an interactive voice response process associated with the interactive voice response device. ### Claim 11 (depends on 8) The device of claim 8, wherein the one or more processors are further configured to: receive data indicating that the first communication has terminated, wherein the one or more processors, when providing the communication instructions, are configured to: provide the communication instructions further based on the data indicating that the first communication has terminated. ### Claim 12 (depends on 8) The device of claim 8, wherein the communications data includes at least one of: a first phone number associated with the first device, audio data received from the first device, a transcript of the first communication between the first device and the second device, or data indicating user inputs provided by the first device during the first communication. ### Claim 13 (depends on 8) The device of claim 8, wherein the one or more processors are further configured to: obtain user account data associated with the first device; and identify, from the user account data, a user preference regarding a preferred method of communication, wherein the data that causes the other device to send the second communication causes the second device to send the second communication using the preferred method of communication. ### Claim 14 (depends on 8) The device of claim 8, wherein the data that causes the other device to send the second communication causes the other device to send the second communication to a third device that is different from the first device. ### Claim 15 A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising: one or more instructions that, when executed by one or more processors of a device, cause the device to: receive communications data, the communications data indicating that a first communication occurred between a first device and a second device; determine, based on the communications data, that the first communication included a successful authentication of a user of the first device; determine one or more communication states, of a plurality of communication states, of the first communication at a time associated with termination of the first communication, the plurality of communication states including: a first communication state in which an issue associated with the first communication is unresolved, a second communication state in which the user did not provide requested user information, and a third communication state that is capable of being saved for later continuation; and provide based on the one or more communication states of the first communication, and based on the successful authentication, communication instructions, the communication instructions including data that causes another device to send a second communication that is based on the state of the first communication, the second communication providing one or more of: a question of whether the first communication resulted in a successful resolution, when the one or more communication states include the first communication state, a reminder to provide the requested user information, when the one or more communication states include the second communication state, or an indication of a time at which the first communication may be continued, when the one or more communication states include the third communication state. ### Claim 16 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein: the first communication comprises a voice call, and the second device comprises an interactive voice response device. ### Claim 17 (depends on 16) The non-transitory computer-readable medium of claim 16, wherein the plurality of communication states are associated with an interactive voice response process associated with the interactive voice response device. ### Claim 18 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein the one or more instructions further cause the device to: receive data indicating that the first communication has terminated, wherein the one or more instructions, that cause the device to provide the communication instructions, cause the device to: provide the communication instructions further based on the data indicating that the first communication has terminated. ### Claim 19 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein the communications data includes at least one of: a first phone number associated with the first device, audio data received from the first device, a transcript of the first communication between the first device and the second device, or data indicating user inputs provided by the first device during the first communication. ### Claim 20 (depends on 15) The non-transitory computer-readable medium of claim 15, wherein the one or more instructions further cause the device to: obtain user account data associated with the first device; and identify, from the user account data, a user preference regarding a preferred method of communication, wherein the data that causes the other device to send the second communication causes the second device to send the second communication using the preferred method of communication.