Ivr authentication and intention verification system
AssigneeGearworks, Inc.
InventorRobert Juncker
Life of this patent
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Abstract
A system for providing interactive voice response (IVR) service includes an intelligent IVR system and a database having a plurality of datasets for use in automatically authenticating a user and automatically determining the user's intention. Some embodiments of the intelligent IVR system use GPS data to automatically determine the user's intention. Some embodiments of communication devices include an IVR data application operable to communicate with the intelligent IVR system and thereby automatically authenticate the user and determine user intention.
Claims21
A server side interactive voice response (IVR) system comprising:
- an interface module configured to receive one or more user attributes from a communication device via a communications channel prior to an IVR interaction with a user;
- and
- an intelligent interactive voice response (IVR) server configured to automatically authenticate the user based on the one or more user attributes, without requiring the user to enter user identification data.
A method comprising:
- receiving a first communication signal from a communication device, wherein the first communication signal includes one or more user attributes associated with a user of the communication device;
- authenticating the user of the communication device by matching one or more of the user attributes received in the communication signal with context determination data;
- determining a user intent based on the one or more user attributes;
- transmitting a second communication signal to the communication device, wherein the second communication signal includes a menu of one or more options based on the determined user intent.
A communication device comprising:
- a memory store having stored thereon one or more executable applications to interact with an intelligent interactive voice recognition (IVR) system;
- an input/output (I/O) module to provide one or more modes of communication service between the communication device and an IVR server;
- a data application module configured to send and receive data to and from an IVR server application via the I/O module;
- and
- a user attribute module configured to receive and record one or more user attributes associated with a user of the communication device.
Dependencies are inferred from the claim text.