Patent attributes
A method of processing calls received at an interactive voice response (IVR) server is provided and includes receiving a telephone call at the IVR. Caller identity data that is associated with the telephone call is received and a customer profile that includes a list of individual names associated with the caller identity data is received. Each of the individual names is mapped to a speech recognition grammar pattern. Further, a caller of the telephone call is prompted to speak their name. A spoken name from the caller is received and recorded. Moreover, the spoken name is converted into a speech recognition grammar pattern. Thereafter, the speech recognition grammar pattern associated with the spoken name is compared to each of the speech recognition grammar patterns associated with the individual names retrieved from the customer profile.
