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    Methods and systems for customizing interactive voice response calls
    7.
    发明授权
    Methods and systems for customizing interactive voice response calls 有权
    用于定制交互式语音响应呼叫的方法和系统

    公开(公告)号：US09591136B1

    公开(公告)日：2017-03-07

    申请号：US14668357

    申请日：2015-03-25

    申请人： United Services Automobile Association (USAA)

    发明人： Patricio H. Garcia ,  Amanda Jean Segovia ,  Hector J. Castillo ,  Janeen Rubio ,  Robert Craig Korom ,  Roy David McDonald

    IPC分类号： H04M1/64 ,  H04M3/51 ,  H04M3/493

    CPC分类号： H04M3/5166 ,  H04M3/42068 ,  H04M3/42161 ,  H04M3/493 ,  H04M3/4936 ,  H04M3/523 ,  H04M2203/105 ,  H04M2203/408 ,  H04M2203/551 ,  H04M2203/6081

    摘要： Methods and systems described in this disclosure allow customers to personalize their phone experience when calling into an organization. In some embodiments, customers who may benefit from this service are identified based on the content of the customer's previous or current phone calls to the organization. The identified customers may be invited to enroll and to provide preferences for a customized Interactive Voice Response experience. In some embodiments, the customer can elect to hear the balances of one or more of his accounts without going through a phone menu or asking a representative to look up the relevant amounts. Once enrolled, when the customer dials into the organization and upon successful authentication, the organization proactively states the customer's account balances with no further customer request.

    摘要翻译： 本公开中描述的方法和系统允许客户在呼叫组织时个性化他们的电话体验。 在一些实施例中，可以基于客户对组织的先前或当前电话呼叫的内容来识别可从该服务受益的客户。 可以邀请已识别的客户注册并为自定义的交互式语音应答体验提供偏好。 在一些实施例中，客户可以选择在不经过电话菜单或要求代理人查询相关金额的情况下听取他的一个或多个帐户的余额。 一旦注册，当客户拨入组织并成功认证时，组织主动地陈述客户的帐户余额，无需进一步的客户请求。