Voice Response Processing

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...

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 response units, also create delays. The inventors therefore considered functional components of an IVR system, looking for elements that exhibit interoperability that could potentially be harnessed to provide a more efficient IVR experience, but in a manner that would not create confusion or add delays.

[0010]The present inventor realized in an inventive moment that if, at the point of caller intercept, IVR menu options could be simultaneously presented to callers over a text channel in addition to the voice channel, significant efficiency in the overall IVR call processing might result. The inventor therefore constructed a unique IVR system for interacting with potential customers in a telephony environment that allowed menu options to be vocalized to customers and presented visually to those same customers through a text messaging interface. A significant reduction of work results, with no impediment to the business process created.

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 conventional methods for voice interaction with called or calling parties, such as by traditional voice-based interactive voice response units, also create delays.

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