40 results about "Interactive voice response system" patented technology

The present invention describes a system and a method for monitoring and optimizing a user interaction session within an interactive voice response system during a human-computer interaction, the user interaction management system (100) for monitoring and optimizing the user interaction session comprising a conversation controller module (109), the conversation controller module (109) receives the audio features and processes outputs of ASR and NLU during the user interaction session to optimize the user interaction session duration. According to an embodiment of the present invention, the conversation controller may suggest the TTS to increase the rate of speech. According to yet another embodiment, the conversation controller may suggest the TTS to decrease the rate of speech.

A system of a telecommunications network that uses IP Multimedia Subsystem (IMS) network elements to screen inbound calls. A Media Resource Function (MRF) intercepts an inbound call and uses various techniques to screen the call. The MRF redirects the call to an interactive voice response (IVR) system, which prompts the caller to state the caller's name, records the caller's response, and relays it to the called subscriber, who can then decide to accept or reject the call. The system can present a random number challenge to the caller. The system can use machine learning analytics and a large language model (LLM) to analyze the response's contents, accepting the call only if it relates to a topic allowed by the subscriber, perform audio analysis to determine whether the caller sounds robotic, or detect whether the response contains other known robocall markers.

Systems, methods, and non-transitory computer readable media are configured to perform operations comprising receiving, by a computing system, a set of prompts from an interactive voice response (IVR) system of an institution during a session; providing, by the computing system, data associated with the set of prompts to one or more machine learning models trained based on training data; and based on the one or more machine learning models, generating, by the computing system, during the session a set of responses to the set of prompts for the IVR system to at least one of a) authenticate a user and b) access targeted account data maintained by the institution through the IVR system.

A textual description of a machine-readable model describing a configuration of the storage system is created. The textual description includes a plurality of textual statements, in which each individual textual statement describes a relationship between a pair of objects of the machine-readable model, or describes a relationship between a given object and a respective value of the given object. The textual statements describing the configuration of the storage system are provided as training input to a large language model to train the large language model to learn the textual description of the storage system configuration. The large language model is then used, by an interactive voice response system to respond to natural language queries about the storage system configuration. The machine-readable model may be implemented using a Java model that is annotated to identify relationships between objects that should be used to generate textual statements describing the storage system configuration.

A telephonic routing system to enable rerouting a call between a live agent and an automated agent is provided. The system may include a receiver configured to receive a telephonic call from a caller. The system may also include a router configured to route the telephonic call to a first communication pathway where the first communication pathway may connect the telephonic call to a live agent headset device. The system may also include a processor configured to retrieve a customer profile associated with a phone number of the telephonic call and display authentication data, on a graphical user interface (“GUI”) of a computing device associated with the live agent headset device. The router may be further configured to reroute the telephonic call to a second communication pathway for verifying an authenticity of the caller. The second communication pathway may establish a connection between the telephonic call and the automated agent.

The embodiment of the invention discloses an interactive voice response path analysis method and device, electronic equipment and a storage medium. The method comprises the following steps: collecting a log file of the interactive voice response system, and processing the log file to obtain path characteristics of an interactive voice response path corresponding to the log file; inputting the path features into a pre-constructed space-time diagram neural network model, and predicting the loss probability of the interactive voice response path and the influence degrees of a plurality of nodes in the interactive voice response path on the loss probability according to an output result of the space-time diagram neural network model; and according to the loss probability and the plurality of influence degrees, performing funnel analysis on the interactive voice response path so as to position an abnormal node from the plurality of nodes, and analyzing an abnormal reason of the abnormal node. According to the technical scheme provided by the embodiment of the invention, the interactive voice response path can be efficiently analyzed.

Techniques are disclosed that relate to a computer system implementing a conversational artificial intelligence platform. The computer system may receive a request that includes text data specifying an utterance of a user. The computer system determines, form the utterance, an intent of the user. The computer system selects a first virtual agent to handle the request based on the determined intent. The computer system routes the text data and subsequent text data of the request to the first virtual agent for handling. The computer system receives, from the first virtual agent, a message that the determined intent is incorrect, the message including state information indicative of actions taken by the first virtual agent relative to the request. The computer system selects a second virtual agent to handle the request based on the state information. The computer system may receive input from an interactive voice response system or another channel.

To provide an automatic telephone answering system that reduces the cost of sending messages while reducing the burden on operators to respond to telephone calls by sending messages when a customer selects not to send a message or when the call is interrupted in an automatic telephone answering process. [Solution] The message sending IVR system performs audio playback processing during a call with a telephone caller, and includes a call end determination unit during audio playback that determines whether the caller has ended the call while the audio is being played back, and a call end determination unit during standby that determines whether the caller has ended the call while the signal standby unit is waiting for a DTMF signal or audio.If the call end determination unit during audio playback determines that the caller has ended the call while the audio is being played back by the audio playback unit, or if the call end determination unit during standby determines that the caller has ended the call while the signal standby unit is waiting for a DTMF signal or audio, and if it determines that the caller's telephone number is a mobile phone number, it sends a message to that mobile phone number.

Arrangements for pre-authenticating users to interactive voice response (IVR) systems are provided. In some examples, a computing device may receive and store a valid telephone number associated with an enterprise organization IVR system and an enterprise organization application programming interface (API) access key. A request to initiate a communication session with the IVR system may be received and the request may include a telephone number. If the telephone number matches the valid telephone number, an API call to the enterprise organization may be made and a one-time passcode (OTP) may be received. The telephone number may be appended to include the OTP as a suffix and the communication session with the IVR system may be initiated. The IVR system may extract the OTP and validate the OTP. If the OTP is validated, the communication session may be initiated as a pre-authenticated call.

To provide a system and a method for monitoring and optimizing a user interaction session in an interactive voice response system during a human-computer interaction.SOLUTION: A user interaction management system (100) for monitoring and optimizing a user interaction session includes a conversation controller module (109). The conversation controller module (109) receives a voice feature during the user interaction session, processes output of ASR (automatic speech recognition) and NLU (natural language understanding) and optimizes duration time of the user interaction session. A conversation controller may suggest a TTS (text to speech) module (107) to increase or decrease the rate of speech.SELECTED DRAWING: Figure 1A

A telephonic routing system to enable rerouting a call between a live agent and an automated agent. The system may include a receiver configured to receive a telephonic call from a caller. The system may also include a router configured to route the telephonic call to a first communication pathway where the first communication pathway may connect the telephonic call to a live agent headset device. The system may also include a processor configured to retrieve a customer profile associated with a phone number of the telephonic call and display authentication data, on a graphical user interface (“GUI”) of a computing device associated with the live agent headset device. The router may be further configured to reroute the telephonic call to a second communication pathway for verifying an authenticity of the caller. The second communication pathway may establish a connection between the telephonic call and the automated agent.

A telephony system generates a graphical user interface (GUI) keypad that includes one or more options detected in an audio stream from an interactive voice response (IVR) system. The telephony system detects speech associated with the IVR system in the audio stream and parses the speech to determine one or more options. The telephony system maps each option to a respective key on the GUI keypad. The system generates the GUI keypad such that it includes a representation of each option on a respective key of the GUI keypad.

There are provided systems and methods for biometric authentication during voice data transfers. A user may initiate voice communications with a service provider endpoint that provides automated services to the user through the voice or audio communications, such as an interactive voice response (IVR) system where a user may navigate menus through audio commands. The user may by required to authenticate their identity during the phone call or other voice data transfer, which may be done by entering a biometric, such as a fingerprint. The biometric may be converted to biometric feature data and provided to one or more token service providers. The token service providers may provide one or more tokens for the biometric, which may be used as the authentication token. This token may then be transmitted to the IVR system through the user's endpoint using a dialer feature of the endpoint.

Systems and methods provide for communicating with an interactive voice response system using a graphical user interface. An audio stream that includes a voice content is received. The user device transcribes the audio stream. The user device processes the text to identify one or more options included in the voice content of the audio stream. The one or more options are then displayed. The user device receives a selection from the user and transmits an indication of the user selection.

An interactive voice response system for use with a real-time complaint identification system and dashboard may be provided. The interactive voice response system may receive and respond to human callers in real-time. Simultaneously, the interactive voice response system may use a model to transcribe the audio call and identify complaints within the audio calls. Identified complaints may be resolved by one of a plurality of resolution executables. One of the resolution executables may include registering the identified complaint with a complaint register.

Voice and video features of a software platform are integrated to enable customization of software services of the software platform on a customer-basis. Routing rules are defined to route calls to certain phone numbers or extensions to certain software services. Thereafter, when a call is received via a telephony system associated with the software platform, a routing rule customized for the software platform is identified based on information signaled with the call, such as a phone number or extension dialed to place the call. A software service is determined based on the routing rule, and the phone is connected with the software system that provides the software service.

A method is described for controlling operations of an automated refill system (AFS) to support automated communications with a plurality of interactive voice response (IVR) systems in fulfillment of a prescription order. Upon receiving a request message to refill a medicinal prescription order from a first IVR system, the AFS is configured to determine whether it is able to communicate with the first IVR system associated with a first pharmacy identified in the request message. Thereafter, the AFS determines whether the first IVR system associated with the first pharmacy provides a medication identified in the request message at a lowest cost. If so, the AFS continues operability with the first IVR system. Otherwise, the AFS selects a second IVR system associated with a second pharmacy to handle the refill order when the second pharmacy can provide the medication at a lowest cost.

Arrangements for pre-authenticating users to interactive voice response (IVR) systems are provided. In some examples, a computing device may receive and store a valid telephone number associated with an enterprise organization IVR system and an enterprise organization application programming interface (API) access key. A request to initiate a communication session with the IVR system may be received and the request may include a telephone number. If the telephone number matches the valid telephone number, an API call to the enterprise organization may be made and a one-time passcode (OTP) may be received. The telephone number may be appended to include the OTP as a suffix and the communication session with the IVR system may be initiated. The IVR system may extract the OTP and validate the OTP. If the OTP is validated, the communication session may be initiated as a pre-authenticated call.

Systems, apparatuses, and methods are selecting an interactive voice response option are described. An interactive voice response system may provide a message that is associated with interactive voice response options. The interactive voice response system may provide a prompt to provide an input to select at least one of the interactive voice response options. Selection of an interactive voice response option may be based on the timing of the input. Furthermore, an action may be performed based on the interactive voice response option that corresponds to the timing of the input.

To reduce the burden on customers in an interactive voice response system (IVR), thereby improving customer services and increasing the business efficiency.SOLUTION: A system includes: means for receiving a voice input of a customer, analyzing the voice using AI, and determining a purpose, in an interactive voice response system (IVR); means for providing a reply according to the purpose; and means for transferring to an appropriate operator.SELECTED DRAWING: Figure 1

Arrangements for pre-authenticating users to interactive voice response (IVR) systems are provided. In some examples, a user may initiate, via an application executing on a mobile device of the user, a telephone call to an IVR system. A computing platform may intercept the call and may generate a one-time passcode (OTP). The OTP may be appended to the telephone number as a suffix and the telephone call may be initiated with the IVR system using the telephone number and appended suffix. The IVR system may extract the OTP and may validate the OTP. If the OTP is validated, the call may be initiated as a pre-authenticated call in which the IVR system might not request authentication data from the user. If the OTP is not validated, the call may be initiated as a standard call in which the IVR system may request authentication data from the user.

To suppress a message transmission cost while reducing the telephone correspondence burden of an operator by transmitting a message when a customer selects that the message is not transmitted or interrupts a telephone call in the automatic response of the telephone.SOLUTION: The message transmission IVR system includes a power reception handling unit that puts a telephone call from a telephone caller into a call, a voice reproduction unit that executes voice reproduction processing during the call, a signal waiting unit that executes waiting processing of a DTMF signal or voice from the telephone caller during the call, a processing information holding unit that holds processing to be executed next for each received DTMF signal or voice, a telephone number determination unit that determines whether or not a telephone number of the telephone caller is a mobile phone number, a during-voice-reproduction end-of-call determination unit that determines whether or not the telephone caller has ended a call during voice reproduction by the voice reproduction unit, a during-waiting end-of-call determination unit that determines whether or not the telephone caller has ended a call while the signal waiting unit is waiting for the DTMF signal or voice, and a message transmission unit.SELECTED DRAWING: Figure 1

A system is described including a mobile device that receives a user request to initiate a phone call to an entity associated with an interactive-voice-response (IVR) interface of an IVR system. The system obtains information about a hierarchy of options associated with the interactive-voice-response system and causes a graphical user interface (GUI) for navigating the hierarchy of options associated with the interactive-voice-response system to be displayed at the mobile device. The system converts user inputs associated with the GUI to inputs recognized by the IVR system and the mobile device outputs, to the entity, the converted inputs and other information required by the entity to perform an operation based on the inputs. In response, the system updates the GUI based on additional information received from the IVR system.

The invention provides a call interface interception method and device, equipment and a storage medium, and the method comprises the steps: determining a plurality of call interfaces corresponding to an interactive voice response system, determining the call frequency, call duration, interface failure rate and interface timeout rate of each call interface at a specified time, and carrying out the call of the call interfaces. According to the calling times, the calling duration, the interface failure rate and the interface timeout rate, calculating a comprehensive score of each calling interface, and according to the comprehensive scores, intercepting the calling interfaces, according to the method, the comprehensive score of the calling interface is determined by automatically utilizing the indexes of the calling frequency, the calling duration, the interface failure rate and the interface timeout rate so as to intercept the calling interface, the calling interface which consumes time and occupies resources is intercepted in time, and the situation that the interactive voice response system is stuck or unavailable is avoided.

To provide a method, a device, and a storage medium that enable navigating and an easy-to-understand selectable control for an automated voice response (IVR) system.SOLUTION: There is provided a method of determining whether or not audio data associated with a voice call or a video call between a user of a computing device and a third party includes a plurality of selectable options. The third party audibly provides selectable options during the call, and upon determining that the provided audio data includes selectable options, a computing device determines a text description of the plurality of selectable options and displays two or more selectable controls on a display. The user selects a selectable control to indicate a selected option of the plurality of selectable options.SELECTED DRAWING: Figure 1

A method for simulating a historical call is provided. Methods may receive a communication between a human caller and an interactive voice response system. The communication may have occurred within a production environment. The communication may include utterances communicated by the human caller, responses presented to the human caller by the response system and / or an original outcome of the communication. Methods may receive original components used by the response system to form the responses. The original components may include prediction models and / or parameters. Methods may input the communication and the original components into a simulator. Methods may enable a user to swap out the original components for modified components. Methods may modify the original outcome based on the swap out of the original components for the modified components. Methods may present the modified outcome and the modified components.

The present invention relates to systems and methods for adapting elements of a user interface of an interactive voice response system in a voice-based interaction based on rank of a user and more particularly to ranking user for their expertise. The method of ranking the user comprises a dialogue engine receiving information related to a plurality of attributes for a voice-based interaction. A user rank classifier determines user rank and updates a user model by a user model update component. Further, the dialogue engine adapts and provides the user with a user interface based on the user's rank corresponding to his expertise thereby, enhances engagement during interaction. This makes the interface more efficient, approachable and user-friendly. Moreover, it saves time and cost for both the system operations and the user.

A device may receive text data associated with a chatbot, a live chat, or an interactive voice response system, and may preprocess the text data with one or more preprocessing techniques to generate preprocessed data and key intents. The device may convert the preprocessed data and the key intents into embeddings, and may combine the embeddings into an input vector. The device may process the input vector, with a language model, to identify relationships between words and phrases of the text data, and may process the input vector and the relationships, with a summary generation model, to generate a summary of the text data. The device may perform one or more actions based on the summary of the text data.