System and method for interactive voice response unit table-based programming

A system for processing audio files for interactive voice response applications, comprising:

• a device having at least one processor and at least one memory storing instructions accessible to the at least one processor, the instructions being executable by the at least one processor to:
• receive, at a communication port of the device, an incoming voice call;
• select, using the at least one processor, a router application from a plurality of router applications based on the incoming voice call;
• load, using the at least one processor, the router application selected;
• and
• retrieve, from an audio file database, at least one audio file indicated by the router application selected;
• initiate, using the at least one processor, a first audio file offering a menu option;
• determine, using the at least one processor, an action to be taken based on caller responsiveness to the first audio file;
• and
• perform, using the at least one processor, one of the following:
• initiating a subsequent audio file indicated by the router application selected;
• transferring the voice call;
• and
• ending the voice call.

A computerized method for processing audio files for interactive voice response applications, comprising:

• providing, to an audio file database of an interactive voice response system, an audio file including a notice regarding insurance coverage;
• providing, to the interactive voice response system, access to identifying information for one or more insured customers;
• and
• providing, to the interactive voice response system, a plurality of menu selection options;
• the interactive voice response system being configured to:
• receive, at a communication port of a device, an incoming voice call;
• select, using at least one processor, a router application from a plurality of router applications based on the incoming voice call;
• load, using the at least one processor, the router application selected, the router application loaded including:
• the plurality of menu selection options, a plurality of action types to be executed in response to a menu selection, and an indication of at least one audio file to be initiated;
• retrieve, from the audio file database, the at least one audio file indicated by the router application selected;
• determine, using the at least one processor, a caller selection indicating that a caller is an insured customer;
• initiate, from the audio file database, the audio file including a notice regarding insurance coverage after the caller selection indicating that the caller is an insured customer;
• initiate, using the at least one processor, a first audio file offering a menu option;
• determine, using the at least one processor, an action to be taken based on caller responsiveness to the first audio file;
• and
• perform, using the at least one processor, one of the following:
• initiating a subsequent audio file indicated by the router application selected:
• transferring the voice call;
• and
• ending the voice call.