CA-3067976-C - INTERACTING WITH AN INTERACTIVE VOICE RESPONSE SYSTEM DEVICE OR AGENT DEVICE OF AN ORGANIZATION

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.

Inventors

• Michael Mossoba
• Joshua Edwards
• Abdelkadar M'Hamed Benkreira
• Alexandra Colevas

Assignees

• CAPITAL ONE SERVICES, LLC

Dates

Publication Date

20260505

Application Date

20200115

Priority Date

20190116

Claims (20)

1. 85920210 CLAIMS: 1. A device, comprising: one or more memories; and one or more processors, communicatively coupled to the one or more memories, to: receive a communication request from a user device, wherein the communication request includes information that identifies: a user of the user device, an organization, and at least one reason for the communication request; determine, based on the communication request, information concerning the user; determine, based on the communication request, a telephone number associated with the organization; determine, based on the communication request, a menu of an interactive voice response (IVR) system device associated with the telephone number; initiate, based on the telephone number, a communication session with the IVR system device; communicate, 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 the communication session; determine, 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; determine an amount of time left until the time; cause display information indicating the amount of time left until the time on a display of the user device; and cause the user device to join the communication session at the time.
2. 2. The device of claim 1, wherein the information concerning the user includes at least one of: a name of the user; an address of the user; a username of the user; an identification string of the user; Date Re9ue/Date Received 2024-04-19 44 85920210 a password of the user; a security response of the user; or an identifier of an account of the user.
3. 3. The device of claim 1, wherein the one or more processors, when communicating with the IVR system device via the communication session, are to: receive a spoken-word prompt from the IVR system device via the communication session; process the spoken-word prompt using a natural language processing technique to determine at least one query; determine, based on the information concerning the user, the menu of the IVR system device, and the at least one reason for the communication request, an answer to the query; generate, based on the answer, a spoken-word response using a text-to-speech technique; and send the spoken-word response to the IVR system device via the communication session.
4. 4. The device of claim 1, wherein the one or more processors, when communicating with the IVR system device via the communication session, are to: receive first speech from the IVR system device; generate, based on the first speech, second speech; send the second speech to the IVR system device; create a transcription of the first speech and the second speech; and send the transcription to the user device.
5. 5. The device of claim 1, wherein the one or more processors, when determining the time that the user is to interact with the IVR system device via the communication session, are to: receive speech from the IVR system device; process the speech using a machine learning technique to determine the time; and send a message to the user device that includes the time.
6. 6. The device of claim 1, wherein the one or more processors, when causing the user device to join the communication session at the time, are to: initiate, prior to the time, an additional communication session with the user device; and join the additional communication session to the communication session at the time. Date Re9ue/Date Received 2024-04-19 85920210
7. 7. A method comprising: determining, by one or more devices of a communication platform, that a user is to join a communication session to communicate with an interactive voice response (IVR) system device or an agent device via the communication session; determining, by the one or more devices, after the communication session is initiated, and based on determining that the user is to join the communication session, a time that the user is to interact with the IVR system device or the agent device via the communication session; and causing, by the one or more devices and based on the time, a user device, of the user, to enable at least one component of the user device to allow the user to join the communication session to communicate with the IVR system device or the agent device via the communication session.
8. 8. The method of claim 7, further comprising: receiving a prompt; and determining that the communication platform does not have relevant information to answer the prompt, wherein determining that the user is to join the communication session comprises: determining that the user is to join the communication session based on determining that the communication platform does not have relevant information to answer the prompt.
9. 9. The method of claim 7, further comprising: determining that the IVR system device is repeatedly communicating the same information to the communication platform, wherein determining that the user is to join the communication session comprises: determining that the user is to join the communication session based on determining that the IVR system device is repeatedly communicating the same information to the communication platform.
10. 10. The method of claim 7, further comprising: communicating with the IVR system device or the agent device, wherein determining the time that the user is to interact with the IVR system device or the agent device via the communication session comprises: 46 Date Re9ue/Date Received 2024-04-19 85920210 determining, based on communicating with the IVR system device or the agent device, the time that the user is to interact with the IVR system device or the agent device via the communication session.
11. 11. The method of claim 7, further comprising: training a machine learning model based on one or more parameters associated with communicating with the IVR system device and/or the agent device, wherein determining the time that the user is to interact with the IVR system device or the agent device via the communication session comprises: determining, using the machine learning model, the time that the user is to interact with the IVR system device or the agent device via the communication session.
12. 12. The method of claim 7, further comprising: generating a message that indicates at least one of the time or an amount of time left until the time; and sending the message to the user device.
13. 13. The method of claim 7, further comprising: initiating, prior to the time and based on a telephone number associated with the user device, an additional communication session with the user device; and joining the additional communication session to the communication session at the time that the user is to interact with the IVR system device or the agent device.
14. 14. The method of claim 7, wherein causing the user device to enable the at least one component of the user device comprises: causing the user device to tum on a microphone of the user device to allow the user to speak to the IVR system device or the agent device via the user device.
15. 15. A device, comprising: one or more memories; and one or more processors communicatively coupled to the one or more memories, configured to: 47 Date Re9ue/Date Received 2024-04-19 85920210 determine that a user is to join a communication session to communicate with an interactive voice response (IVR) system device or an agent device via the communication session; determine, after the communication session is initiated and based on determining that the user is to join the communication session, a time that the user is to interact with the NR system device or the agent device via the communication session; and cause, based on the time, a user device, of the user, to enable at least one component of the user device to allow the user to join the communication session to communicate with the IVR system device or the agent device via the communication session.
16. 16. The device of claim 15, wherein the one or more processors are further configured to: receive a prompt; and determine that the device does not have relevant information to answer the prompt, wherein the one or more processors, when determining that the user is to join the communication session, are configured to: determine that the user is to join the communication session based on determining that the device does not have relevant information to answer the prompt.
17. 17. The device of claim 15, wherein the one or more processors are further configured to: communicate with the NR system device or the agent device, wherein the one or more processors, when determining the time that the user is to interact with the IVR system device or the agent device via the communication session, are configured to: determine, based on communicating with the NR system device or the agent device, the time that the user is to interact with the NR system device or the agent device via the communication session.
18. 18. The device of claim 15, wherein the one or more processors are further configured to: generate a message that indicates at least one of the time or an amount of time left until the time; and send the message to the user device.
19. 19. The device of claim 15, wherein the one or more processors are further configured to: 48 Date Re9ue/Date Received 2024-04-19 85920210 initiate, prior to the time and based on a telephone number associated with the user device, an additional communication session with the user device; and join the additional communication session to the communication session at the time that the user is to interact with the IVR system device or the agent device.
20. 20. The device of claim 15, wherein the one or more processors, when causing the user device to enable the at least one component of the user device, are configured to: cause the user device to turn on a microphone of the user device to allow the user to speak to the IVR system device or the agent device via the user device.

Description

PATENT Docket No. 0104-0214 INTERACTING WITH AN INTERACTIVE VOICE RESPONSE SYSTEM DEVICE OR AGENT DEVICE OF AN ORGANIZATION BACKGROUND [0001] Interactive voice response (NR) allows a communication device to interact with humans through the use of voice and dual-tone multi-frequency signaling (DTMF) tones. NR technology allows users to interact with an organization's host system via a telephone keypad or by voice, after which services can be inquired about through an NR dialogue. IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed. SUMMARY [0002] According to some implementations, a device may include one or more memories, and one or more processors, communicatively coupled to the one or more memories, to receive a communication request from a user device, wherein the communication request includes information that identifies a user of the user device, an organization, and at least one reason for the communication request. The one or more processors may determine, based on the communication request, information concerning the user, and determine, based on the communication request, a telephone number associated with the organization. The one or more processors may determine, based on the communication request, a menu of an interactive voice response (NR) system device associated with the telephone number, and initiate, based on the telephone number, a communication session with the IVR system device. The one or more processors may communicate, based on the information concerning the user, the menu of the NR system device, and the at least one reason for the communication request, with the NR 1 PATENT Docket No. 0104-0214 system device via the communication session. The one or more processors may determine, based on communicating with the NR system device, a time that the user is to interact with the NR system device via the communication session, and cause the user device to join the communication session at the time. [0003] According to some implementations, a non-transitory computer-readable medium may store instructions that include one or more instructions that, when executed by one or more processors of a device, cause the one or more processors to obtain a communication request via a user interface of the user device, wherein the communication request includes information that identifies a user, an organization, and at least one reason for the communication request, and determine, based on the communication request, information concerning the user. The one or more instructions may cause the one or more processors to determine, based on the communication request, a telephone number associated with the organization, and initiate, based on the telephone number, a communication session with an interactive voice response (NR) system device or an agent device of the organization. The one or more instructions may cause the one or more processors to communicate, based on the information concerning the user and the at least one reason for the communication request, with the NR system device or the agent device of the organization via the communication session, and determine, based on communicating with the NR system device or the agent device of the organization, that the user is to communicate with the NR system device or the agent device of the organization via the communication session. The one or more instructions may cause the one or more processors to cause, based on determining that the user is to communicate with the NR system device or the agent device of the organization via the communication session, the user device to enable at least 2 85920210 one component of the user device to allow the user to communicate with the IVR system device or the agent device via the communication session. [0004] According to some implementations, a method may include receiving, by a device, a communication request from a user device, wherein the communication request includes information concerning a user of the user device, information concerning an organization, and at least one reason for the communication request. The method may include initiating, by the device and based on the information concerning the organization, a communication session with an interactive voice response (IVR) system of the organization, and communicating, by the device and based on the information concerning the user and the at least one reason for the communication request, with the IVR system device via the communication session. The method may include determining, by the device and after communicating with the IVR system device via the communication session, that an agent device of the organization has joined the communication session, and sending, by device, a message to the user device that indicates the agent device of the organization has joined the communication session. The method may include communicating, by the device and based on the information concerning the user an