Personalized interactive voice response system
AssigneeAT&T Intellectual Property I, L.P.
InventorsMina Awad, John T. McSweeney
Life of this patent
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Abstract
An interactive voice response process that permits an intelligent interactive voice system to communicate with a caller includes receiving a call and connecting the caller with the system. The process also includes identifying the caller, determining if the caller is a first time caller or a repeat caller, and interactively communicating with the caller in accordance with an interactive script. For each first time caller, the process establishes a personal profile of the caller from information gathered from the caller. The process then develops a predictive personalized interactive communication dialog for future calls from the caller based on information gathered from the caller during the interactive communication and stored in the caller's personal profile.
Claims20
An interactive voice response method that permits an intelligent interactive voice system to communicate with a caller, comprising:
- receiving a call and connecting a caller with the intelligent interactive voice system;
- identifying the caller;
- determining if the caller is a first time caller or a repeat caller;
- interactively communicating with the caller in accordance with an interactive script;
- routing the caller to a destination based upon caller information gathered from the caller during the interactive communication with the caller;
- establishing a personal profile of the caller by the intelligent interactive voice system if the caller is a first time caller, the personal profile including information gathered from the caller during the interactive communication with the caller;
- and
- developing a predictive personalized interactive communication dialog for future calls from the caller, based upon the information gathered from the caller during the interactive communication with the caller and stored in the caller's personal profile,
- wherein the predictive personalized interactive communication dialog with the caller is based upon the history of information previously gathered from the caller during a selectable number of previous calls, the selectable number of previous calls being determined by the intelligent interactive voice system for a particular caller based upon information included in the profile of the particular caller.
A tangible computer-readable storage medium encoded with an executable computer program for permitting an intelligent interactive voice system to communicate with a caller, and that, when executed by a processor, causes the processor to perform operations comprising:
- receiving a call and connecting a caller with the intelligent interactive voice system;
- identifying the caller;
- determining if the caller is a first time caller or a repeat caller;
- interactively communicating with the caller in accordance with an interactive script;
- routing a caller to a destination based upon caller information gathered from the caller during the interactive communication with the caller;
- establishing a personal profile of the caller by the intelligent interactive voice system if the caller is a first time caller, the personal profile including information gathered from the caller during the interactive communication with the caller;
- and
- developing a predictive personalized interactive communication dialog for future calls from the caller, based upon the information gathered from the caller during the interactive communication with the caller and stored in the caller's personal profile,
- wherein the predictive personalized interactive communication dialog with the caller is based upon the history of information previously gathered from the caller during a selectable number of previous calls, the selectable number of previous calls being determined by intelligent interactive voice system for a particular caller based upon information included in the profile of the particular caller.
A computer system including a processor that executes a computer program that permits an intelligent interactive voice system to communicate with a caller, comprising:
- a receiver that receives a call and connects a caller with the intelligent interactive voice system;
- an identifier that identifies the caller from identification information associated with the caller;
- a determiner that determines if the caller is a first time caller or a repeat caller;
- a communicator that communicates with the caller in accordance with an interactive script;
- a router that routes a caller to a destination based upon caller information gathered from the caller during the interactive communication with the caller;
- an establisher that establishes a personal profile of the caller in a memory associated with the intelligent interactive voice system if the caller is a first time caller, the personal profile including information gathered from the caller during the interactive communication with the caller;
- and
- a developer that develops a predictive personalized interactive communication dialog for future calls from the caller, based upon the information gathered from the caller during the interactive communication with the caller and stored in the caller's personal profile,
- wherein the predictive personalized interactive communication dialog with the caller is based upon the history of information previously gathered from the caller during a selectable number of previous calls, the selectable number of previous calls being determined by the intelligent interactive voice system for a particular caller based upon information included in the profile of the particular caller.
Dependencies are inferred from the claim text.