67 results about "Interactive Voice Response Technology" patented technology

An automatic online voice translation system and method, comprising a virtual translator, a SIP gateway, and a storage, wherein the SIP gateway receives a call from a caller, when the virtual translator is not activated, the SIP gateway establishes a communication between the caller and the agent by streaming in real-time caller's voice directly to the agent and agent's voice directly to the caller, and when the virtual translator is activated, the SIP gateway creates audio files based on the received voice streams of both the caller and the agent, and sends the created audio files to the virtual translator for translating the caller's voice into a language understood by the agent, before transmitting the voice to the agent. In another embodiment, a contact center platform is used for applying features such as call recording, Interactive Voice Response (IVR) service, and conferencing service to the call.

An apparatus may comprise a memory communicatively coupled to a processor. The processor may be configured to receive a request to perform multiple data processing operations and determine multiple sub-dialogues corresponding to the request. The sub-dialogues are part of a plurality of IVR operations. The processor may be further configured to route the request to a microservice of the microservices based at least in part upon the sub-dialogues. The microservice may be configured to fulfill the request. The processor may generate a response to the request associated with the microservice, update publishing commands in accordance with one or more rules and policies in response to generating the response, and publish the first microservice. The publishing commands associated with the microservice may be updated in isolation from the rest of the microservices.

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.

The invention relates to the field of intelligent consultation of health information, and particularly discloses an intelligent health information consultation system and method based on interactive voice response, and the method comprises the steps: firstly obtaining a psychological consultation voice signal of a consultant and psychological health information data of a plurality of different emotion labels in a database, and enabling the psychological consultation voice signal and the psychological health information data to serve as input data; then, the deep learning technology is used for conducting feature extraction and analysis on the input data, and then feature information is comprehensively analyzed to obtain a classification result used for representing psychological emotion labels of consultants. In this way, the system can generate personalized psychological health voice responses based on the psychological emotion labels. Therefore, timely, convenient and confidential psychological support can be effectively provided for the consultant, resonance of the consultant is further caused, and the consultant is helped to relieve pressure and dispatch mind of the consultant.

An apparatus may comprise a memory communicatively coupled to a processor. The processor may be configured to receive an evaluation request to perform multiple data processing operations; determine a microservice configured to fulfill the first evaluation request; and determine multiple publishing commands associated with the microservice. The one or more microservices may be integrated in multiple Interactive Voice Response (IVR) operations. The processor may be further configured to obtain input parameters of the one or more input parameters corresponding to the microservice; generate a response to the evaluation request associated with the microservice, compare the response to an expected response of the one or more expected responses; and determine whether the response matches the expected response. In response to determining that the response does not match the expected response, the processor is configured to update the publishing commands in accordance with multiple rules and policies, and publish the microservice.

According to one aspect of the present disclosure, the voice message analysis system receives a voice message from a voicemail system, performs a voice-to-text transcription, and applies a set of rules to the transcription of the voice message. The actions have associated data that is used when implementing the action. The rules specify criteria for triggering various actions that map to functions of the voicemail system or other functions. The actions have associated data that is used in implementing the actions. A voice message analysis system applies the voice message analysis rules to the transcript of the voice message. Based on a determination that the voice message matches a voice message analysis rule, the voice message system implements the appropriate action, such as by programmatically calling the appropriate function of the voicemail system and providing data for the function based on the data associated with the first action.

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.

The present disclosure provides a system for adaptive voicemail and interactive voice response (IVR) detection in outbound calls. The system includes a call initialization module configured to establish an outbound call connection, a speech processing module configured to convert incoming audio signals into text in real-time, a classification module configured to analyze the text and determine whether the call has reached a live recipient, a voicemail system, or an IVR menu, a decision-making module configured to determine an appropriate course of action based on the classification, and a response generation module configured to generate and deliver appropriate responses based on the determined course of action. The system enables efficient handling of outbound calls by accurately detecting and responding to different call scenarios.

A chatbot system includes a computer hardware system for implementing a chatbot and a hardware processor configured to initiate the following executable operations. A user prompt associated with a user and directed to the chatbot is received from a client device. An interactive voice response (IVR) tree associated with the user prompt is identified. The user prompt and the IVR tree are encoded into an encoded input. The encoded input is consumed by a trained neural model, and the neural model generates, using the encoded input, business process information. The trained neural model generates, using the business process information, an answer, and the answer is provided to the client device.

The invention discloses a psychological counseling system and method based on an AI model and voice communication. The psychological counseling system comprises an interactive voice response module; a high risk monitoring module; a psychological counseling AI component; a manual consultation module; an information acquisition module; and a historical dialogue data acquisition module. The psychological counseling method and the psychological counseling device solve the problems that in an existing psychological counseling process, a user cannot conveniently use voice and an AI model to carry out dialogue, a channel for people to obtain psychological health support is limited, and the authenticity and instantaneity of interaction are reduced.

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.

The invention provides an interactive voice response processing method and device, equipment and a storage medium, and relates to the technical field of voice communication, and the method comprises the steps: obtaining IVR process configuration information related to an incoming call request under the condition that the incoming call request of a client is received through a telephone soft switch platform, iVR branch process configuration information in the IVR process configuration information comprises information of a plurality of nodes and execution conditions among the nodes; executing a starting node in the IVR process configuration information, and searching a to-be-executed node according to an execution condition between nodes in the IVR branch process configuration information related to the starting node; the to-be-executed node is executed, the next execution node of the to-be-executed node is searched according to the execution condition between the nodes in the IVR branch process configuration information related to the to-be-executed node and / or the key information of the client responding to the to-be-executed node, and the scheme of the invention can improve the IVR processing efficiency and improve the user experience.

Systems and methods are disclosed for generating a dynamic customized script to facilitate communication between a user and a service provider. The method includes receiving, via an interactive voice response (IVR) system, a request from a mobile device associated with at least one user. The contextual information associated with at least one user is processed, in real-time, based, at least in part, on the request. A dynamic customized script specific to the request is generated, in real-time, based, at least in part, on the processing of the contextual information. The request is routed, via the IVR system, to an agent from a pool of agents of the service provider. A presentation of the dynamic customized script is generated in a user interface of a device associated with the agent, wherein the dynamic customized script is step-by-step guidance to the agent for handling the request of at least one user.

The invention relates to the technical field of intelligent voice data processing, and discloses an intelligent voice interface data calling method. The method comprises the following steps: receiving a voice instruction stream input by a user, and converting the voice instruction stream into a structured semantic unit set through a multi-level semantic analysis engine; and dynamically layering the instruction intention according to the semantic association degree in the structured semantic unit set to generate an intention sequence with priority marks. And based on the priority mark of the intention sequence, extracting a candidate data block set matched with the intention of each level from a distributed data storage cluster. And performing cross-modal feature alignment on the candidate data block set, and calculating the semantic coverage degree of each data block and the corresponding intention hierarchy. And screening out target data blocks according to a semantic coverage threshold, and recombining the data blocks according to a priority sequence of the intention sequence. And loading the recombined target data block set to a real-time processing channel of the voice interface to generate an interactive voice response data stream.

The invention discloses a voice response processing method and device, electronic equipment and a storage medium. The method comprises the following steps: determining a first voiceprint feature of first voice data, wherein the first voice data comprises voice data generated by executing a first voice interaction task in an interactive voice response stage; determining voiceprint blacklist information, wherein the voiceprint blacklist information comprises a plurality of second voiceprint features and semantic features associated with the second voiceprint features; and according to the first voiceprint feature and the voiceprint blacklist information, determining a task processing resource matched with the first voice interaction task from a plurality of task processing resources, and using the task processing resource to assist in processing the first voice interaction task continuously executed after the end of an interactive voice response stage. According to the scheme, the efficiency of solving the customer demands can be improved, and unnecessary interference or loss to a customer service center is avoided.

The invention provides a network telephone system and a customer service scheduling method. The network telephone system comprises a client device, a private switch and at least one service extension set. The client device comprises a processing unit and a transmission unit. The private switch comprises a communication unit, an interactive voice response unit, a control unit and a distribution unit. In a call access procedure, a processing unit of the client device sets a push token to a first Session Initiation Protocol header of first Session Initiation Protocol information; if the service extension set is busy, the control unit of the private switch records a scheduling call from the push token and the service extension set to a queue list, and records a scheduling state of the scheduling call as to-be-pushed;

The application provides an IVR flow arrangement method, device and equipment and a storage medium. The method pre-establishes a node database, and a user can generate a node path from a first node to an end node of a flow by using the node database. The coordinates of each node on the node path are calculated by using a coordinate algorithm, the nodes containing the coordinate information are encapsulated, an interactive voice response (IVR) flowchart is generated and displayed, a complete set of IVR flows related to the first node is automatically generated based on the node database and the IVR flowchart, and the efficiency of IVR flow configuration is effectively improved. A visual flow customization environment is provided for the user, operations of the user on the IVR flowchart in the visual flow customization environment are received and processed, IVR flow arrangement data is obtained, and the efficiency and data accuracy of flow arrangement can be greatly improved.

To utilize an assistant to automatically navigate an interactive voice response (IVR) tree to arrive at a target state during an assisted telephone call.SOLUTION: The assistant can receive input to initiate the assisted telephone call, identify an entity to engage with, on behalf of the user and during the assisted telephone call, based on the input, and identify an IVR tree stored in association with the entity. In various implementations, navigation of the IVR tree can be modified based on interactions detected at a client device subsequently to initiating the assisted telephone call. In various implementations, the assisted telephone call can be initiated from a search interface, and the target state can be associated with a given search result. In various implementations, the IVR tree can be dynamic in that only a subset of candidate states of the IVR tree may be available as the target state.SELECTED DRAWING: Figure 1

Systems and methods for distributing discrete events into a stateless cloud provider architecture are disclosed. Certain embodiments involve receiving, by the load balancer, a scaling up indication for the IVR system, the scaling up indication comprising an identification of a new server to be added to the plurality of servers. The method involves responsive to receiving the scaling up indication, registering the new server for IVR traffic by the load balancer. The method includes after registering the new server, receiving an IVR event. The method includes distributing the IVR event to the new server.

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.

The invention discloses a call center customer service IVR voice navigation process design method and system, and belongs to the technical field of IVR voice navigation process design, and the method comprises the following steps: S1, building a new process; s2, newly establishing corpus resource configuration; s3, newly establishing interface configuration; and S4, a release process. The method is suitable for complex business scenes of operator customer service and foreign industry customer service; when a customer calls a specified customer service phone, voice navigation self-service can be automatically realized according to a pre-arranged process component and an overall process, and IVR interactive voice response service can be quickly realized through free combination and arrangement of the process components such as the voice component, the key component, the manual service component, the robot component and the basic component. The labor cost of voice navigation process design is reduced, and the service support efficiency of operator customer service and foreign industry customer service is improved.

A system and method are disclosed for automatically connecting outbound facility-originated telephone calls, such as calls placed by detainees from correctional, detention, or other secured facilities. The system includes a receiving interactive voice response (IVR) server configured to accept incoming calls and a controller configured to process preamble audio associated with the calls. The controller streams the audio to a speech recognition service, obtains a transcription, and transmits the transcription to an artificial intelligence module that determines a dual-tone multi-frequency (DTMF) tone required to accept the call. The controller instructs the receiving IVR server to issue the identified DTMF tone, thereby completing the call connection without human intervention or reliance on preconfigured facility information. The system may communicate with external services using application programming interfaces, structured data formats such as JSON or XML, and telecommunication protocols such as direct inward dialing, public switched telephone network, or equivalent mechanisms.

A system and method for testing interactive voice response (IVR) systems which combines automated test generation with in-country dialing, allowing for use of country codes within that country, dialing of free phone numbers in that country, and IVR testing using the same phone pathways that will be experienced by the customer during a customer's actual calls.

The invention provides a communication method and device, which can reduce the number of times of interaction between a user and an interactive voice response (IVR) and improve the user experience. The method is applied to a media function (MF) network element, and comprises the following steps: sending first information, the first information indicating a plurality of candidate services, the plurality of services being determined based on interactive voice response (IVR) menu information; receiving second information, wherein the second information indicates a first service in the plurality of services; and according to the first service, determining multiple pieces of option information in the IVR menu information.

Implementations disclosed herein optimize the performance of a telephone call for a user to interact with an interactive voice response (IVR) system. By utilizing dynamic latency statistics and intelligent call management techniques, these implementations minimize latency and reduce telephony network traffic. The call optimization system may analyze the real-time data to provide real-time latency information to the user in order to inform the user to make a decision before or while making the call. Implementations may present dynamic latency statistics that account for personalized user experience to provide more accurate information about any particular IVR navigation path from which a user may select. Selecting and executing the suggested IVR path may result in additional latency data that may be used to refine the latency statistics of the user.

A system includes a memory configured to store user profiles associated with a plurality of users and an interactive voice response (IVR) system configured to service calls. The system includes processors configured to receive a call from a first user, generate a first voice interaction configured to prompt the first user to perform an utterance of a second voice interaction, and detect the utterance of the second voice interaction. The processors are configured to execute a first machine-learning model trained to identify speech and voice characteristics of the first user and to generate a third voice interaction based on the identified speech and voice characteristics. In response to identifying an intent and one or more named entities of the request, the processors are configured to initiate the execution of one or more interactions with the first user profile in accordance with the identified intent and one or more named entities.

Implementations disclosed herein optimize performance of phone calls where users interact with interactive voice response (IVR) systems. By utilizing dynamic wait time statistics and intelligent call management techniques, these implementations minimize wait times and reduce telephone network traffic. Call optimization systems can analyze real-time data to provide users with real-time wait time information to inform users decision-making prior to placing a call or at the time of placing a call. Implementations can present dynamic wait time statistics that consider personalized user experiences to provide more accurate information about any particular IVR navigation path that a user can select from. Selection and execution of a suggested IVR path can result in additional wait time data that can be utilized for refining wait time statistics for users.

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.