System and method for providing an interactive voice response system with a secondary information channel
AssigneeUnited Services Automobile Association (USAA)
InventorJohn R. Harris
Life of this patent
Estimating the term…
Abstract
A call processing system and method for providing a secondary information channel to a caller. Upon reception of a call from a caller to a customer service representative on a primary access channel determine a device (secondary device) associated with the caller that is separate from the device the caller is using for the primary access channel. The secondary device is to be used to provide a secondary information access channel. The secondary information access channel is complimentary to the primary access channel between the caller and the customer service representative and is utilized to deliver information content to the caller and/or provide other services supportive of the conversation with the company service representative.
Claims20
A call processing method utilizing a memory, and a computer controller coupled to a communications interface, comprising:
- determining, by the controller, one or more high frequency callers by analyzing a database of previous recorded calls;
- determining, by the controller, an automated interactive voice response (IVR) for each determined high frequency caller based upon call history of each determined high frequency caller stored in the database whereby the IVR contains information predicted to be responsive to a predicted inquiry to be asked from the determined high frequency caller;
- and
- providing, by the controller, upon reception of a call from the high frequency caller, the IVR to the high frequency caller prior to the high frequency caller being voice connected with a customer service representative.
A call processing computer system, comprising:
- a database storing a plurality of previous recorded telephonic calls associated with a plurality of callers;
- a controller coupled to the database and being programmed to:
- identify high frequency callers in the database;
- determine an automated interactive voice response (IVR) for each determined high frequency caller based upon call history of each determined high frequency caller stored in the database whereby the IVR contains information predicted to be responsive to a predicted inquiry to be asked from the determined high frequency caller;
- and
- provide, upon reception of a call from the high frequency caller, the IVR to the high frequency caller prior to the high frequency caller being voice connected with a customer service representative.
Dependencies are inferred from the claim text.