Loading patent…
AssigneeInterVoice Limited Partnership
InventorsMichael J. Polcyn, Ronald David Lindner, Jr.
Estimating the term…
There is disclosed a system and method in an automated telephone system for obtaining data from sources other than the caller's answer to menu queries and directing incoming calls directly to preferred applications instead of to an introductory menu. In one embodiment, a statistical engine measures individual customer usage and stores the results in a usage history database. An inference engine then prioritizes the available applications based on past usage. When an individual customer next calls, the server can either request account and PIN numbers or trap ANI/DNIS data from the public telephone system in order to identify the individual customer. Once the customer is identified, the server branches directly to that individual customer's preferred applications. The log-in history includes time and place of call-in so that an aberrant usage alarm may be triggered by the automated telephone system that alerts customers to any unusual accesses to their personal accounts.
An automated telephone system for receiving calls from a plurality of telephone lines coupled to said telephone system, presenting at least one menu message to callers, prompting said callers to select at least one desired application from a plurality of applications accessible by said telephone system, receiving selections from said callers, and connecting said callers to a selected application, said telephone system comprising:
An automated telephone system for receiving calls from a plurality of telephone lines coupled to said telephone system and connecting callers to a plurality of interactive voice response (IVR) applications, said telephone system comprising:
Dependencies are inferred from the claim text.