Telephone channel personalization
US8265261B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Dec 28, 2006 |
| Grant date | Sep 11, 2012 |
| Priority date | — |
| Expiry date | Jul 3, 2030 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/355
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present invention is directed to systems and methods of personalizing a self-service option for customers. Customers are identified at call inception and the self-service channel is personalized to tailor the caller experience based upon information specific to each customer. The systems and methods of telephone channel personalization is company/provider driven, which allows the provider to control and personalize the caller experience based on criteria set by the provider. The telephone channel personalization systems and methods determine what choices to present to the caller (i.e., in a speech self-service application—what to say and how to say it). A personalized self-service channel reduces call time and enhances the caller experience and therefore is an attractive option for businesses utilizing a call-center model. The personalized self-service application caters to the needs of a particular customer and appears to the customer that the provider knows why they are calling. This level of personalization optimizes and greatly enhances the caller experience, shorten call duration, and lessen the number of “opt out to operators” selections—leading to improved operational ca…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.