Rajesh Nair

US Patent:

20170195488, Jul 6, 2017

Filed:

Jan 5, 2016

Appl. No.:

14/988271

Inventors:

- Minnetonka MN, US
Ravindar Bommana - East Brunswick NJ, US
Rajesh Ravindran Nair - Ambler PA, US

Assignee:

Optum, Inc. - Minnetonka MN

International Classification:

H04M 3/51

Abstract:

An improved communication channel system, such as an improved interactive voice response (IVR) system, and methods that route calls to an appropriate customer agent terminal and correspondingly delivers selected data and selected treatments to be presented to a customer of an organization are described. An improved customer relationship management (CRM) system is in communication with the improved IVR system. Data stores associated with the improved CRM and/or IVR systems are specially configured to allow for datatables therein to be continuously reworked and updated to create and include new treatments specifically tailored on an individual customer level. The improved system includes a rules engine including logic specific to the suppression of treatments. Relevant, unsuppressed treatment information, including scripts and related data, is sent to the computing device of an organization agent, and the data is presented as a script in a GUI of the computing device.