Interacting with an interactive voice response system device or agent device of an organization
US10931822B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 20, 2019 |
| Grant date | Feb 23, 2021 |
| Priority date | — |
| Expiry date | Sep 20, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/14
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A device receives, from a user device, a communication request that includes information identifying a user of the user device, an organization, and at least one reason for the communication request. The device determines, based on the communication request, information concerning the user, a telephone number associated with the organization, and a menu of an interactive voice response (IVR) system device associated with the telephone number. The device communicates, based on the information concerning the user, the menu of the IVR system device, and the at least one reason for the communication request, with the IVR system device via a communication session initiated based on the telephone number. The device determines, based on communicating with the IVR system device, a time that the user is to interact with the IVR system device via the communication session, and causes the user device to join the communication session at the time.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.