Fidelity National Information Services. has been granted a patent for a system that generates dynamic customized scripts to enhance communication between users and service providers. The system utilizes an interactive voice response (IVR) platform to process requests and provide agents with tailored guidance in real-time. GlobalData’s report on Fidelity National Information Services gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on Fidelity National Information Services, was a key innovation area identified from patents. Fidelity National Information Services's grant share as of July 2024 was 60%. Grant share is based on the ratio of number of grants to total number of patents.
Dynamic customized script generation for user-service provider communication
The patent US12075002B2 describes a system and method for generating a dynamic customized script to enhance communication through an interactive voice response (IVR) system. The system comprises one or more processors and data storage that executes instructions to receive a call request from a user device. It processes this request to gather contextual information, which is then used to create a tailored script. The system also integrates with a computer-telephony integration (CTI) system for user authentication and call routing, ultimately directing the call to an appropriate agent. The dynamic script is presented in the agent's user interface, facilitating more effective communication.
Key features of the system include the collection of relevant user data—such as activity, historical, and preference information—utilizing machine learning to predict user intentions. The system can update the dynamic script based on user interactions with both the IVR and the agent. User authentication is achieved through various mechanisms, including validating credentials and biometrics, with a confidence-based approach to determine the appropriate authentication level. Additionally, the system employs algorithms for skill-based and probability-based routing of calls to agents, ensuring that users are matched with agents best suited to address their needs. The IVR system also incorporates voice recognition technology to process natural language inputs, further enhancing the user experience.
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