743 results about "Interactive Voice Response Technology" patented technology

A method on an information processing unit performing steps for creating a user interface (UI) to assemble a document that conforms to a particular document type definition. The method hides the specific syntax of document type definitions such as DTDs and schemas from the user. The method begins with a selection from a user for a document type or an existing document. Once the document type is selected or determined from the existing document the document type definitions are retrieved. The document type definitions include one or more elements. The method parses the elements which are subsequently mapped to one or more interface controls such as icons, pull-down menus, buttons, selection boxes, progress indicators, on-off checkmarks, scroll bars, windows, window edges for resizing the window, toggle buttons, forms, and UI widgets. UI can be GUIs or interactive voice response systems. A UI editor is presented by assembling the one or more interface controls without presenting specific document type definition syntax to a user. The UI editor permits the user to create and edit the content objects that are associated with the interface controls. The content objects are aggregated in an XML compatible format and ready to be checked in for further processing. The method permits specific UI interfaces to be created for specific publishing environments and at the same time permit the creation of reusable content objects.

A system and method include implementing and accessing a subscriber's telecommunications services, using a graphical user interface (GUI) via the Internet, and an interactive voice response (IVR) system via the public switched telecommunications network (PSTN). The system and method enable a subscriber to review, schedule and modify call forwarding information stored and implemented by a service control-point (SCP) through a common server from any dual tone multi-frequency (DTMF) telephone and IVR system via the PSTN or any GUI and Web client via the Internet. The subscriber is able to build and edit call forwarding data, such as a scheduler and priority and rejection screening lists, by the GUI via the Internet for subsequent implementation.

A location query service for use with a wireless network that tracks the location of network devices, such as a network complying with enhanced 911 standards. The service provides requesters with the locations of network users, based on the locations of the users' wireless network devices. The service receives a location query from a requester, retrieves location information associated with the network user, and returns the location information to the requestor. Alternately, before returning the location information to the requester, the service authenticates that the requestor is authorized by the network user to receive the network user's location information. A requestor can submit a location query, for example, by voice calls through the Public Switched Telephone Network (PSTN) to an interactive voice response unit (IVRU), personal computer access through a global computer network, and cellular telephone access through a global computer network.

A system, method, and computer readable medium storing a software program for translating a script for an interactive voice response system to a script for a visual interactive response system. The visual interactive response system executes the translated visual-based script when a user using a display telephone calls the visual interactive response system. The visual interactive response system then transmits a visual menu to the display telephone to allow the user to select a desired response, which is subsequently sent back to the visual interactive response system for processing. The voice-based script may be defined in voice extensible markup language and the visual-based script may be defined in wireless markup language, hypertext markup language, or handheld device markup language. The translation system and program includes a parser for extracting command structures from the voice-based script, a visual-based structure generator for generating corresponding command structure for the visual-based script, a text prompt combiner for incorporating text translated from voice prompts into command structure generated by the structure generator, an automatic speech recognition routine for automatically converting voice prompts into translated text, and an editor for editing said visual-based script.

Web integrated interactive voice response systems include a server adapted to check for accessibility of a network connection associated with a calling party, and a graphical user interface system adapted to provide a plurality of menus in a graphical format to the calling party over a network connection.

System and method for deriving call routing information utilizing a network control data base system and voice recognition for matching spoken word sound patterns to routing numbers needed to set up calls. Public access is provided to a common database via a common access number or code. Terminating parties sponsor the call and originating parties need not be pre-subscribed to use the service. The common access number is used to initiate or trigger the service. The system advantageously operates under the direction of a service control point, which combines technologies for switching, interactive voice response, and voice recognition with the data base to automate the processes of assisting callers in making calls for which they do not know the phone number. Usage information is gathered on completed calls to each terminating party for billing. Three alternative deployments in the U.S. telephone network are described, and vary based on the location of the service control points or intelligent processors and the degree of intelligence within the network.

An interactive voice response application on a computer telephony system includes a method of playing voice prompts from a mixed set of pre-recorded voice prompts and voice prompts synthesised from a text-to-speech process. The method comprises: reserving memory for a synthesised prompt and a pre-recorded prompt associated with a particular prompt identifier; on a play prompt request selecting the pre-recorded prompt if available and outputting through a voice output; otherwise selecting the synthesised prompt and playing the selected voice prompt through the voice output. If neither pre-recorded or synthesised data are available then text associated with the voice prompt is output through a text-to-speech output.

A remote ordering system including a universal in-store point-of-sale (POS) system deployed to allow a remote-ordering user to customize, pay and transmit a food order to a vending merchant and to provide means for transmitting to the user a confirmation of receipt of the food order in real time together with a merchant commitment to a precise pickup time, thereby facilitating food order fulfillment immediately upon user arrival at the committed pickup time. One aspect of the invention allows a “curb-side” remotely-ordering user to notify the vending restaurant of arrival for fulfillment through a telephone call to an interactive voice response element, which then transmits an arrival notification message to the restaurant.

A method and system for personalizing an interactive voice response (IVR) system to reduce a number of key sequences to reach a desired source of information, includes storing a caller profile, and retrieving the caller's profile to construct a personalized IVR dialogue menu and play out the personalized menu.

A telecommunications network that handles call center calls by providing advanced interactive voice response (IVR) services using a next generation service node (NGSN). The NGSN nodes combine with several other interacting network components to provide a scaleable architecture which allows several different, customized and flexible call center services to be performed for telecommunications service provider customers. In addition the network includes virtual call routers, parking managers, host connect gateways, report servers, advanced network databases, data access points, and data gateways to deliver calls to customer call centers with various features enabled.

A method for providing customized interactive voice response menus can include monitoring user interactions with an interactive voice response system. Data concerning the user interactions can be stored. A request to initiate an interactive voice response session can be received. The interactive voice response system can determine an identity for a user making the request. The interactive voice response system can generate a customized menu for the user. At least a portion of the customized menu can be based upon the usage data. The customized menu can be presented to the user.

The present invention solves the serial nature of today's Interactive Voice Response (IVR) telephony menu systems, by means of visually “looking ahead” and in any direction in the nested audio IVR menus. Computer software in the telephone, or associated hardware, provides a graphical user interface that enables the user to navigate related IVR text menus that are displayed on the telephone. The present invention provides a variety of means to store, display, select and update associated text menus and other data with an IVR system. The various communication means include analog modems, broadband modems, and VoIP connectivity. The present invention provides the means to convert the audio IVR menus to text menus, as well as the means to download the associated IVR text menus from the Internet.

An interactive mobile messaging system (IMMS) for mobile telephone marketing and promotional campaigns integrates interactive voice response (IVR), SMS, fast analysis of shared multidimensional information, and online analytical processing. Online interactive message communication protocols are managed through mobile-originated, short code-based message platforms which are interfaced with an IVR query system. Automatic configuration of multiformat messages can be performed directly into multiple telecommunications carrier networks to all supported mobile handsets.

A database having information sought by a consumer, a database containing consumer attributes, and a database of advertising messages are made responsive to telephone calls placed to an interactive voice response (IVR) system. Alternatively, the databases can be linked to a web site responsive to consumer input. Either system can deliver the advertising messages to the consumer. The database of consumer attributes contains information already known about the consumer that can be used to decide on which advertising message to deliver. The consumer initiates activity by calling the interactive voice response system or accessing the web site. Software identifies the consumer via the consumer-inputted identification and delivers an advertising message likely appeal to the consumer. The advertising message can include an offer to purchase a product or service. The offer can be taken during the advertising period and recorded so as to be sent to a sponsor. The system then disseminates information sought by the customer, such as student grades. Alternatively, software resident at the Web site reads the identity of the customer who is accessing the Web site and recognizes and ascribes various attributes to the customer. The customer has the opportunity to either view the information or, preferably, interactively respond to the advertisement or offer by seeking additional advertisements or by placing an order for the products or services of the sponsoring vendor.

A telephony application such as an interactive voice response (“IVR”) needs to identify quickly the nature of the call (e.g., whether it is a person or machine answering a call) in order to initiate an appropriate voice application. Conventionally, the call stream is sent to a call-progress analyzer (“CPA”) for analysis. Once a result is reached, the call stream is redirected to a call processing unit running the IVR according to the analyzed result. The present scheme feeds the call stream simultaneous to both the CPA and the IVR. The CPA is allowed to continue analyzing and outputting a series of analysis results until a predetermined result appears. In the meantime, the IVR can dynamically adapt itself to the latest analysis results and interact with the call with a minimum of delay.

A sender can create and send a message that can be delivered to recipients with SMS-enabled wireless stations regardless of the other communication capabilities of the wireless stations and the network or network service providers of the recipients. The sender creates a voice message and sends the message to a message server, which stores the message in an interactive voice response (IVR) system. An SMS notification is sent to the recipient and includes instructions for accessing the voice message from the IVR system. The recipient views the SMS notification and accesses the IVR system. After entering a password or otherwise authenticating the recipient or the recipient wireless station, the recipient retrieves the message from the IVR system. If it is not known whether the recipient has an SMS-enabled wireless station, the message server initiates attempts to send SMS notifications using multiple SMS message generation mechanisms.

An apparatus and method for monitoring the performance of an interactive voice response (IVR) system used by an automated call processing center generates logs of call activity, determines routing information from the logs, notes predetermined significant activity in agent-caller dialog portions of calls routed to an agent in the logs, and determines at least one quantity correlated to a true intention of callers. A performance model of the IVR system is generated from the logs. The logs, the routing information, the quantity correlated to the true intention of the callers, and the performance model are analyzed to determine a performance value of the IVR system, which is used to monitor the IVR system.

Embodiments of the invention provide a system for generating an Interactive Voice Response (IVR) database, the system comprising a processor and a memory coupled to the processor. The memory comprising a list of telephone numbers associated with one or more destinations implementing IVR menus, wherein the one or more destinations are grouped based on a plurality of categories of the IVR menus. Further the memory includes instructions executable by said processor for automatically communicating with the one of more destinations, and receiving at least one customization record from said at least one destination to store in the IVR database. Further, a corresponding method for generating an Interactive Voice Response (IVR) database is also provided.

An observation system for observation calls to a call center includes an automatic call director (ACD) unit, an interactive voice response (IVR) unit, and a recorder unit. The ACD receives incoming calls to the call center and also queues and switches the calls to various lines of the call center. The IVR unit is connected to the ACD unit and interacts with a caller via an interactive computer program in which the caller enters a response to a prompt and the response causes the interactive program to provide the caller with information or another prompt. The recorder unit records calls to the call center from beginning to end, including prompts made by the IVR unit, callers responses to the prompts, and information provided by the IVR unit to the callers.

A land-based or mobile phone and methods are provided for receiving inbound communications as either voice or text, and then based on the user's configuration settings, the inbound communication is provided to the user as it was received or is automatically converted into a format that is desired by the user. The phone also takes voice or text that is input by the user of the phone and converts the user's input to either voice or text based on the configuration settings stored in the user's contact list or otherwise. The outbound communication is configured according to how the intended recipient wants to receive a communication based on the configuration settings stored in the user's contact list or otherwise. The phone includes a controller that determines how the phone will handle and process inbound and outbound communications. The controller includes a speech recognition engine.

The present invention relates to a customer call routing menu employing an interactive voice response system (IVR) to process a call in a customer service center. The menu messages are provided in terms of customer tasks to be performed, rather than in terms of corporate units. Further, the menu messages are arranged and played to the caller in the order of the most frequently requested tasks and include terminology commonly used by customers.

A personal interactive voice response system with a web-based interface allowing the user to specify treatment of incoming calls based on voice or touchtone responses provided by the calling party. A graphical user interface available over a computer network, such as the Internet, allows the user to personalize greetings that callers hear, as well as customizing treatment of callers based on the caller's response. The user may record an initial greeting or other messages, either over the telephone or over the Internet, so that the messages are played to callers in the user's voice. Additionally, the user may enter text, via a PC or wireless device connected to the Internet, that is played back for the caller, based on the caller's response, via text-to-speech conversion using voice extensible markup language technology. Resulting actions, such as call forwarding, distinctive ringing, or remote notification of the incoming call may also be included.