System and method to enable access of multiple service providers in a single call

摘要

The present invention proposes a system and a method to enable an IVR mashup interface to ease the selection of services over a communication device and enhances the caller experience by ways of personalizing the call and making effective use of the call hold time. The said system and method as implemented by the mashup server automatically connects the caller to the most immediate service offering service provider after simultaneously placing of the call to various service providers. In the mean time, the mashup server simultaneously calculates the wait time to get connected to service provider after a call is made to mashup service and relays appropriate promotional content to the caller based on such wait time and the profile of the user. Further the system and method as proposed is capable of representing a user and transact on behalf of the user by talking to the live agents or interacting with the automated IVR systems representing the service providers.

主权项

1. A method for connecting a user with a vendor of a plurality of vendors providing a similar service, the method comprising:
creating a user profile associated with the user, wherein the user profile comprises user's personal data and one or more preferred vendors selected by the user; automatically answering, by a mashup server, a user's phone call; initiating a call, based upon the user's phone call, to simultaneously tie-in Interactive Voice Response (IVR) system of each vendor in the call; determining a wait time associated with each vendor in the call, wherein the wait time is an amount of time required by each vendor before the mashup server actually interacts with each vendor, wherein the wait time is determined based upon a voice response message received from the IVR system of each vendor after the initiation of the call; determining the vendor from the plurality of vendors based upon the wait time associated with each vendor and the one or more preferred vendors present in the user profile; disconnecting the call with all of the plurality of vendors except with the vendor; and connecting the user with the vendor.