Applying user preferences, behavioral patterns and/or environmental factors to an automated customer support application

摘要

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.

主权项

1. A 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 a user of the user device; applying at least one user preference to a user inquiry message processing application based on the received inquiry message; 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.