CPC H04M 3/2281 (2013.01) [G10L 15/26 (2013.01); H04M 3/382 (2013.01); H04M 3/436 (2013.01)] | 17 Claims |
1. A computerized method comprising:
monitoring a call between a user and a representative regarding a subject matter,
wherein the user has a user profile with personal information of the user, and
wherein the personal information is locked such that the representative cannot initially access the personal information;
at multiple points during the call, converting, by a processor, audio from the call between the user and the representative on the call, into text;
determining an intent of the call based on the text;
generating a list of at least one product or service to market to the user based on the user profile of the user and the intent of the call, wherein the representative can view the list of the at least one product or service;
unlocking a portion of the personal information in the user profile based on the list of the at least one product or service, wherein the representative can view the at least one product or service and the unlocked portion of the personal information in the user profile for the at least one product or service;
displaying a visual indication, in the unlocked portion of the personal information in the user profile, to identify at least one item in the user profile related to the list of the at least one product or service;
receiving authentication information from the user to unlock an additional portion of the personal information;
authenticating the user based on the received authentication information using a one-way function; and
in response to authenticating the user, unlocking the additional portion of the personal information for access by the representative.
|