Abstract:
A method for receiving authorization from a consumer includes steps of connecting a phone call associated with a consumer to an interactive voice response system after the agent has conveyed the confirmation number to the consumer, receiving the confirmation number from the consumer at the interactive voice response system to provide authorization from the consumer, and storing a record of entry of the confirmation number by the consumer through the interactive voice response system in a non-transitory computer readable storage medium.

Description:
FIELD OF THE INVENTION 
       [0001]    The present invention relates to interactive voice response systems (IVRs). More particularly, but not exclusively, the present invention relates to methods and systems which provide electronic signatures as a part of an interactive voice response process associated with a collections system. 
       BACKGROUND OF THE INVENTION 
       [0002]    There are various instances where it may be necessary or desirable to obtain written authorizations from customers. One such example, in the U.S. relates to the legal requirement under Regulation E of the Electronic Fund Transfer Act (15 U.S.C. 1693 et seq.) that requires that any re-occurring promise of type Debit Card to have written authorization of the consumer. 
         [0003]    Various ways of receiving this written authorization may be employed. For example, where letters or documents with associated promise to pay information are mailed to a consumer, there is inconvenience and delay. This may result in the consumer changing their mind about providing the written authorization, forgetting about it, or ignoring it. Even where a consumer promptly responds there is delay in sending the information out by mail, receiving it back from the consumer, and processing it. Therefore, problems remain. 
         [0004]    An alternative approach to obtaining written authorization would be to send an e-mail to the consumer and within the e-mail include a link to a web site for the consumer to view an agreement. Such an approach would allow for electronic signature of the document and would eliminate some of the problems with mail. However, other problems are introduced. For example, not all consumers necessarily have easy access to the internet. In addition due to firewalls and spam filter settings and the like, such emails may never actually be delivered. Therefore, problems remain. 
         [0005]    What are needed are methods and systems for obtaining authorization from consumers which comply with applicable laws and which eliminate the problems with alternative approaches. 
       SUMMARY 
       [0006]    Therefore, it is a primary object, feature, or advantage of the present invention to improve over the state of the art. 
         [0007]    It is a further object, feature, or advantage of the present invention to obtain legally sufficient authorizations from consumers. 
         [0008]    It is a still further object, feature, or advantage of the present invention to provide for obtaining written authorization while a consumer is on the phone with an agent. 
         [0009]    It is another object, feature, or advantage of the present invention to provide for obtaining written authorization using an interactive voice response system. 
         [0010]    Yet another object, feature, or advantage of the present invention to provide for obtaining written authorization from a consumer in a manner that is convenient for the customer. 
         [0011]    A still further object, feature, or advantage of the present invention is to provide for obtaining written authorization from a consumer in a manner that eliminates or reduces delays in obtaining written authorization. 
         [0012]    One or more of these and/or other objects, features, or advantages will become apparent from the specification and claims that follow. Note that no single embodiment need exhibit each and every object, feature, or advantage described herein as different embodiments may exhibit different objects, features, and advantages. 
         [0013]    According to one aspect, a method for receiving authorization from a consumer includes steps of connecting a phone call associated with a consumer to an interactive voice response system after the agent has conveyed the confirmation number to the consumer, receiving the confirmation number from the consumer at the interactive voice response system to provide authorization from the consumer, and storing a record of entry of the confirmation number by the consumer through the interactive voice response system in a non-transitory computer readable storage medium. 
         [0014]    According to another aspect, a method includes providing a collections relationship management system and providing an interactive voice response system. The method further includes communicating a confirmation number to an agent through the collections relationship management system, connecting a phone call associated with a consumer to the interactive voice response system after the agent has conveyed the confirmation number to the consumer, receiving the confirmation number from the consumer at the interactive voice response system to provide authorization from the consumer, and storing a record of entry of the confirmation number by the consumer through the interactive voice response system in a database stored in a non-transitory computer readable storage medium. 
     
    
     
       BRIEF DESCRIPTION OF THE FIGURES 
         [0015]      FIG. 1  illustrates one example of a system. 
           [0016]      FIG. 2  illustrates a work flow according to one example. 
           [0017]      FIG. 3  illustrates another work flow according to another example. 
       
    
    
     DETAILED DESCRIPTION 
       [0018]    The present invention provides for methods and systems related to an interactive voice response system (IVR) which may be used to collect electronic confirmations from individuals in manner which may be considered written authorization under the E-SIGN Act (15 U.S.C. ch. 96). Such a system may be used in various ways, including to receive written authorization from the consumer for re-occurring promises to pay using debit cards. 
         [0019]    In operation, an agent may have a conversation with a consumer over the phone. As a part of the conversation, the consumer may be asked to electronically sign an agreement such as a form of promise arrangement such as may be used in collecting on debt incurred by the consumer. The agent will be presented with a confirmation number which the agent may communicate to the consumer and the consumer may be instructed that they will be transferred to an IVR system and asked to enter the confirmation number to indicate their authorization. Once transferred to the IVR system, the consumer will be asked to enter the confirmation number. A record of the authorization of the consumer may then be stored such as on a non-transitory computer readable storage medium. 
         [0020]      FIG. 1  illustrates a general overview of a system for debt repayment. The system  10  includes a system  11  which may include a system  14  which may include one or more servers and may be a CRM system, an IVR system  18  which may include one or more servers. The system  11  is in operative communication with a database  16  and an interactive voice response (IVR) server  18 . A computing device  15  may be operatively connected to the server  14  such as through a network. A display  17  may be operatively connected to the computing device  15  for use by the representative or agent. Thus, the agent  20  may use the computing device  15  for communications with the CRM system  14  and the phone  19  for communications with the IVR server or the consumer. 
         [0021]    A consumer  24  utilizes a phone  22  to communication with an agent or representative  20  to make a payment. The communication may occur over a telecommunication system  25 . The consumer  24  and the agent  20  communicate through an IVR (interactive voice response) system  18 . The IVR system  18  makes a request for promise to pay  26  to the consumer  24 . If the consumer responds with a promise to pay  28 , the agent  20  will generate a unique reference number  30 . The consumer will enter the unique reference number  32  to e-sign for payment. 
         [0022]      FIG. 2  illustrates a work flow of a system  100 . The consumer  102 , collections relationship management (CRM)  104 , WR  106 , and an Agent  108  are associated with the workflow of the system. 
         [0023]    In step  110  the process starts when a consumer  102  is on the phone and decides to make a payment in step  112 . In step  114  a determination is made as to whether the payment is a REG E payment or not. If it is not and written authorization is not required, then in step  116  payment may be taken and the process may then end in step  118 . However, if in step  114 , the payment is a payment that requires written authorization under REG E, then in step  120  a screen may be displayed to the agent through the CRM system which includes a unique reference number. Then in step  122  the agent  108  may communicate this unique payment reference number to the consumer. 
         [0024]    Once the consumer  102  is provided the unique reference number they may then be conferenced into the IVR system  106  by the agent  108  or otherwise connected with the IVR system in step  124 . Once connected with the IVR system  106 , the consumer  102  is prompted for or asked for the reference number in step  126 . In step  128 , the consumer enters the reference number either by the phone keypad, verbally, or otherwise. The IVR system  106  reads back the entered number and then asks for confirmation that the entered number is correct in step  130 . The consumer  102  may then answer yes or no in step  132 . If the consumer  102  answers no, the IVR system  106  will ask for the reference number again in step  126 . If the consumer  102  answers yes, a legal script is read and the consumer  102  is asked if they agree in step  134 . If the consumer  102  answers no, then in step  142 , the agent  108  takes the call back from the IVR system  106  and addresses any issues the consumer  102  is having. If the consumer  102  is unable to complete the REG E IVR process in step  144  the agent  108  will make other payment arrangements in step  146  and the call will end in step  148 . If in step  144 , the consumer  102  is able to complete the REG E IVR process the agent  108  will place the consumer  102  back into the IVR system  106  at step  126 . If the consumer  102  agrees with the legal script  134  and answers yes, a payment is allowed to run as scheduled in step  138  and the process ends in step  140 . 
         [0025]      FIG. 3  illustrates a system  200  work flow regarding recurring debt promises for associate (agent) utilization when on a call with a consumer. In step  202 , promise data associated with a consumer may be saved on a non-transitory computer readable storage medium associated with a system. The promise data may include information such as the amount of a recurring payment, how often the payment may re-occur, debit card information, or other relevant information. In step  206 , the associate may read an appropriate script. One example of such a script  208  is shown. In step  210 , the associate may read an IVR script. One example of such a script  212  is shown. While reading the scripts, in step  214 , the associate may also be preparing for an IVR conference call. 
         [0026]    In step  216 , the associate may transfer the call to the IVR system. In step  218 , the consumer may be advised that there will be no further contact as long as payments are made. Also in step  220  the consumer may be advised that if they break their promise they will receive calls again. 
         [0027]    In step  222 , during the IVR, the consumer may enter the reference number and hit a key to indicate that the reference number has been entered. The consumer may be asked to confirm or decline acceptance by hitting different keys. If there is confirmation of acceptance then information may be stored on a non-transitory computer readable storage medium to record the acceptance. The information stored may include the code, the time/date, and the number(s) pressed for confirmation. Such information may be stored in various forms including within an SQL database table. 
         [0028]    In step  224 , the reference number input prompt may be restarted. 
         [0029]    In step  227 , if the consumer confirms their acceptance, the IVR system may thank the consumer for their payment and the associate may also thank the consumer for making payment arrangements. In step  228 , if the consumer does not confirm acceptance, the associate may get back on the link to determine if there are issues with payment, obtain new payment arrangements, obtain a second voice if needed, or to go through the IVR process again. 
         [0030]    Thus, various embodiments have been shown and described which provide for receiving authorization for an agreement through an interactive voice response (IVR) system. Although specific embodiments are described herein, it is to be understood that the present invention contemplates numerous variations, options, and alternatives. For example, differences in the hardware systems, software systems, network topologies, and other variations are contemplated. In addition, although described in the context of debt collection management, it is contemplated that the methodology and systems shown and described may be used in other applications as well.