West Corporation

Intrado Corporation

West Business Solutions, LLC

Fonda J Narke

Brian W Cooper

Mark J Pettay

Hendryanto Rilantono

Pamela Ann Mortenson

Colin Roberts

A user may require medical attention based on one or more preferences, present insurance policies, and other relevant factors. The user may also desire to participate in an audio and/or video medicine treatment option across a network. One example method may identifying an upcoming appointment time for a live medical treatment session stored in a calendar entry, creating a communication session hosted by a server, transmitting a first invitation message to a medical professional device associated with a medical professional identified in the calendar entry, transmitting a second invitation message to a user device associated with a patient identified in the calendar entry, and responsive to receiving a response message from the medical professional device, retrieving a patient profile record associated with the patient and populating a user interface of the medical professional device with patient history information stored in the patient profile record.

Remote medical treatment application and operating platform

Providing a technology enabled communications pathway between health care providers and patients, comprising: receiving a bio-metric telemetry data set from a patient, receiving a medication adherence data set from the patient, notifying a health care provider system of at least one potential alarm based on the bio-metric telemetry data set and the medication adherence data set, notifying the patient utilizing positive feedback of the bio-metric telemetry data set and the medication adherence data set, wherein the positive feedback is an affirming communication from the health care provider system indicating that the medication adherence has a positive feedback result in the bio-metric telemetry, notifying the patient of a health care appointment and indicating the positive feedback result the medication adherence has had in the bio-metric telemetry and providing the health care provider system a summary of bio-metric telemetry data set, medication adherence data set and positive feedback prior to the health care appointment.

Technology enabled communications pathway between health care providers and patients

Extracting and sharing user preference information includes receiving a call from a user device, retrieving user information from a user account stored in a user databank in response to receiving the call, executing a data backup operation to share the user account information with at least one established account partner remotely via a secure communication channel, wherein executing the data backup operation comprises transmitting the user account information to a remote databank of the at least one established account partner over the secure communication channel.

Intelligent interactive voice response system for processing customer communications

A method and apparatus of processing a user call via an intelligent voice response (IVR) call processing application is disclosed. One example method may include receiving a call from a user device, obtaining user information from the received call, comparing the user information to at least one pre-stored user information stored in a user databank associated with a user account, and calculating a first confidence level by comparing the user information to the pre-stored user information. The method may also include authorizing the user device to receive an offer based on the first confidence level, and transmitting the offer to the user authorized by the first confidence level.

A method and apparatus of processing multiple user call records via an IVR call processing application is disclosed. One example method may include receiving a call from a user device, obtaining first user information from a user account stored in a user databank. The first information may be associated with a first call record established during a first previously received call from the user device. The method may also include establishing a first confidence level based on the first user information and obtaining second user information from the user account stored in the user databank. The second user information may be associated with a second call record established during a second previously received call from the user device. The method may also include establishing a second confidence level based on the second user information and transmitting an offer to the user device based on the first confidence level and second confidence level.

Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In one aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script. In yet still further aspects of the invention, the duration of a given interaction can be analyzed, either apart from or in combination with the script compliance analysis above, to seek to identify instances of agent non-compliance, of fraud, or of quality-analysis issues.

Script compliance and quality assurance based on speech recognition and duration of interaction

A method and apparatus of extracting and sharing user preference information is disclosed. One example method may include receiving a call from a user device, retrieving user information from a user account stored in a user databank in response to receiving the call, and transmitting a targeted offer to the user device based on the user information retrieved from the user account. The method may also include receiving feedback from the user device regarding the offer, updating the user information in the user account, and determining a next offer to transmit to the user device.

Apparatus and methods are provided for using automatic speech recognition to analyze a voice interaction and verify compliance of an agent reading a script to a client during the voice interaction. In once aspect of the invention, a communications system includes a user interface, a communications network, and a call center having an automatic speech recognition component. In other aspects of the invention, a script compliance method includes the steps of conducting a voice interaction between an agent and a client and evaluating the voice interaction with an automatic speech recognition component adapted to analyze the voice interaction and determine whether the agent has adequately followed the script.

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Papillion, NE, United States of America

Fonda J Narke