Methods and systems for customizing interactive voice response calls

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.

主权项

1. A method comprising:
interacting, via a web portal or mobile application over one or more communications networks, with a user during one or more interactions, wherein the one or more interactions results in one or more events; logging the one or more events in an event log associated with the user; receiving a call from the user; and checking, by an Interactive Voice Response (IVR) system, the event log to determine a routing for the call based on the one or more events, wherein determining the routing comprises:
identifying events of the one or more events that indicates a subject matter of the call, wherein when at least one of the one or more events indicates a subject matter of the call:
determining a confidence level that the call relates to the at least one of the one or more events, wherein determining the confidence level is based on a proximity in time of the at least one of the one or more events to the call,requesting the user to confirm that the user is calling about the at least one of the one or more events when the confidence level meets or exceeds a threshold, andgenerating a hint designed to prompt the user to state that the call relates to the at least one of the one or more events when the confidence level is below the threshold.