Applying user preferences, behavioral patterns and/or environmental factors to an automated customer support application
AssigneeWest Corporation
InventorCraig A. Webster
Life of this patent
Estimating the term…
Abstract
A method and apparatus of applying user profile information to a customized application are disclosed. One example method of operation may include receiving an inquiry message or call from a user device, identifying and authorizing the user from inquiry message information received from the inquiry message, retrieving a user profile comprising at least one user preference, applying the at least one user preference to a user call processing application, and transmitting menu options to the user device based on the applied at least user preference.
Claims17
A method of applying user profile information to a customized application, the method comprising:
- at an interactive voice response (IVR) system:
- receiving an inquiry message from a user device comprising a sample of voice audio provided from the user of the user device;
- wherein the sample of voice audio was recorded from an earlier part of a call from the user device;
- identifying and authorizing a user from inquiry message information comprising the sample of voice audio received from the inquiry message;
- retrieving a user profile comprising at least one user preference;
- applying the at least one user preference to a user inquiry message processing application;
- matching the at least one user preference to a pre-recorded audio segment;
- transmitting the pre-recorded audio segment to the user device based on the matching of the at least one user preference;
- and
- transmitting menu options to the user device based on the applied at least one user preference.
An apparatus configured to apply user profile information to a customized application, the apparatus comprising:
- a receiver configured to receive an inquiry message from a user device comprising a sample of voice audio provided from the user of the user device, wherein the sample of voice audio was recorded from an earlier part of a call from the user device;
- a processor at an interactive voice response (IVR) system configured to
- identify and authorize a user from inquiry message information comprising the sample of voice audio received from the inquiry message;
- retrieve a user profile comprising at least one user preference;
- apply the at least one user preference to a user inquiry message processing application;
- match the at least one user preference to a pre-recorded audio segment;
- and
- a transmitter configured to transmit menu options to the user device based on the applied at least one user preference and transmit the pre-recorded audio segment to the user device based on the match of the at least one user preference.
A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform applying user profile information to a customized application, the processor being further configured to perform:
- at an interactive voice response (IVR) system:
- receiving an inquiry message from a user device comprising a sample of voice audio provided from the user of the user device;
- wherein the sample of voice audio was recorded from an earlier part of a call from the user device;
- identifying and authorizing a user from inquiry message information comprising the sample of voice audio received from the inquiry message;
- retrieving a user profile comprising at least one user preference;
- applying the at least one user preference to a user inquiry message processing application;
- matching the at least one user preference to a pre-recorded audio segment;
- transmitting the pre-recorded audio segment to the user device based on the matching of the at least one user preference;
- and
- transmitting menu options to the user device based on the applied at least one user preference.
Dependencies are inferred from the claim text.