Patent · US Active

Method and apparatus for intent prediction and proactive service offering

US9124694B2 · kind B2 · utility

24Cited by
1References
28Claims
0Family size

Assignee

Inventors

Key dates

Filing dateAug 7, 2013
Grant dateSep 1, 2015
Priority date—
Expiry dateAug 7, 2033

Classification

  • Technology area (CPC H)Electricity
  • CPC primaryH04M2203/551
  • WIPO fieldTelecommunications
  • WIPO sectorElectrical engineering

Abstract

An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.