Voice Response Processing

a voice response and voice technology, applied in the field of voice response processing, can solve the problems of many of the conventional methods of voice interaction with called or calling parties, such as traditional voice-based interactive voice response units, and create delays

Inactive Publication Date: 2011-09-01
ALCATEL LUCENT SAS +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

[0008]The problem stated above is that efficiency is desirable for an interactive voice response (IVR) system operating in a telephony environment, but many of the conventional methods for voice interaction with called or calling parties, such as by traditional voice-based interactive voice respon

Problems solved by technology

The problem stated above is that efficiency is desirable for an interactive voice response (IVR) system operating in a telephony environment, but many of the co

Method used

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Embodiment Construction

[0022]The inventors provide a unique interactive multi-modal customer service system for a call center that enables dynamic addition of a visual channel for interaction in addition to an established voice channel. The system and methods of the present invention are described in enabling detail below using the following examples, which may describe more than one embodiment of the present invention.

[0023]FIG. 1 is an architectural overview of a communications network 100 supporting dynamic multi-channel customer service according to an embodiment of the present invention. Communications network 100 includes a public switched telephony network (PSTN) 101, a connected wireless carrier network (WCN) 102, and a connected call center (CC) 103. PSTN 101 may be a private telephony network instead of the public switched network without departing from the spirit and scope of the present invention.

[0024]Call center 103 represents any enterprise call center or contracted center that interfaces w...

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Abstract

A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.

Description

BACKGROUND OF THE INVENTION[0001]1. Field of the Invention[0002]The present invention is in the field of telephony communications including data network telephony (DNT) and pertains particularly to methods and a system for dynamic addition of a visual channel during a voice interaction.[0003]2. Discussion of the State of the Art[0004]In the art of telephony, there are call centers that specialize in processing telephone calls. A state-of-art call center has access to a central telephone switch and a local area network (LAN) supporting telephony equipment such as telephones, computing appliances, servers, and the like. In most such call centers, an interactive voice response (IVR) unit is accessible to the center for intercepting calls destined for the center.[0005]The IVR unit is typically adapted for customer self service. However, IVR units may be used to screen callers for routing to live agents within the call center or working remotely from the center but connected to the cente...

Claims

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Application Information

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IPC IPC(8): H04M11/00H04M3/42
CPCH04M3/42382H04M3/493H04M3/51H04M2201/38H04W4/12H04M2203/651H04M3/4936H04M3/5183H04M2203/254
Inventor MEZHIBOVSKY, VLADIMIRSAINT-MARC, JEROME
Owner ALCATEL LUCENT SAS
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