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Browse Prior Art Database

Personalized Interactive Voice Response Call Recording and Replay

IP.com Disclosure Number: IPCOM000180243D
Original Publication Date: 2009-Mar-05
Included in the Prior Art Database: 2009-Mar-05
Document File: 3 page(s) / 50K

Publishing Venue

IBM

Abstract

The core idea of this invention is to build a telecommunication software application that can record the steps/options the user selects after placing the call to an Interactive Voice Response (IVR) unit along with the personal information the user enters to get help on a service provided by the IVR.

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Personalized Interactive Voice Response Call Recording and Replay

Toll free phone numbers like 1-800, 1-877, 1-866, etc., are widely used to get help or resolve issues with various personal services. These personal services include but are not limited to personal insurance, credit cards, utilities, customer services, calling cards voice enabled services. All these toll free numbers have a unique set of interactive voice response (IVR) options to get service for a particular sub service. For instance, when a call is placed to a credit card company there are some common options that the user is presented with by the IVR as shown in the steps below:

1. Please enter card holder's 16 digit credit card number followed by the # sign and then the billing zip code or the last 4 digits of the Social Security Number. Both these pieces of information are captured and the identity of the person calling is verified.
2. Press 1 to get Account Balance and Available credit, press 2 to get the last 5 transactions, press 3 to do a balance transfer, press 4 to request a credit limit increase, press 0 to talk to a customer service representative.

After selecting one of the options in step 2, it may take the user to another set of options based on the option selected. With some of the services (e.g., medical insurance companies), these options become tedious and cumbersome where the user needs to select a lot of options after calling the toll free number to get the actual service. As these consumers' services are needed in day-to-day life, these services often need to be called using the same set of toll free numbers and go through the same set of options entering the same personal information again and again.

An additional solution is needed that can automate this toll free calling for personal services by recording these options and the information the user inputs the first time the user calls the toll free number. Next time when the user requires the same service, and needs to place the call with the same set of options the user uses the recorded data. This solution can be implemented using a "call using recorded options" feature provided by the solution described in this article to place the call to the service and this feature interacts with the IVR unit by selecting the right set of options and passing the required personal information to the IVR which was recorded the first time the user placed the call. The solution will also be capable of changing the personal information that the user has entered the first time he places the call. This changing of personal information enables...