초록 ▼

An automated third party verification system and method for verifying a customer's authorization to switch long distance service providers. The system broadly comprises a customer database manager, a third party verification (TPV) interactive voice response (IVR) system, and a TPV management system.

An automated third party verification system and method for verifying a customer's authorization to switch long distance service providers. The system broadly comprises a customer database manager, a third party verification (TPV) interactive voice response (IVR) system, and a TPV management system. The customer database manager contacts the customer and, responsive to the customer's authorization to switch long distance carriers, creates a text file of the customer's responses to a series of questions supporting the authorization. The text file is sent to the TPV IVR system. The TPV IVR system directs a series of scripted questions, corresponding to those already asked by the customer database manager, to the customer and records the responses as voice clips. The TPV management system presents the voice clips and the corresponding text file to a verifier through a voice data verification module. Verifications made by the verifier through the voice data verification module are monitored by a quality assurance processor within the TPV management system. The quality assurance processor targets suspect verifications and accelerates the input of test entries to the voice data verification module to confirm invalid verifications. Final verification status, when determined, is sent by the quality assurance processor to the customer database manager.

대표청구항 ▼

[ We claim:] [1.] A third party verification system for verifying a customer's authorization to a service provider to perform a specified act, the system comprising:a customer database manager having a telemarketing user interface for contacting a customer at a telephone number and initiating a seri

[ We claim:] [1.] A third party verification system for verifying a customer's authorization to a service provider to perform a specified act, the system comprising:a customer database manager having a telemarketing user interface for contacting a customer at a telephone number and initiating a series of questions, said telemarketing user interface, responsive to response information provided by the customer, for creating a text file of the response information and initiating third party verification;a third party verification (TPV) interactive voice response (IVR) system, coupled to said telemarketing user interface through a first communications channel and a second communications channel, for receiving, responsive to initiation of third party verification, the text file over the first communications channel, for sending a plurality of scripted queries over the second communications channel to the customer, and for recording a plurality of responses to the plurality of scripted queries as a plurality of sound files, respectively; anda third party verification management system including,a controller, coupled to said TPV IVR system, for correlating the text file with the plurality of sound files and for controlling a third party verification;a voice data verification module, coupled to the controller, for processing the plurality of sound files with the text file to verify a match between each of the plurality of responses within the text file and each of the plurality of sound files, and for sending preliminary verification status to the controller; anda quality assurance processor, coupled to said controller, for monitoring the preliminary verification status and for transmitting a final verification status to said customer database manager.