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US 10,122,854 B2Granted
Interactive voice response (IVR) using voice input for tactile input based on context
AssigneeMotorola Mobility LLC
InventorsHimanshu Chug, Amit Kumar Agrawal
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Abstract
When the context of a user indicates that tactile input to a mobile device on an interactive voice response (IVR) call is not feasible or desirable and the IVR downlink audio does not provide for a voice response option, the user nonetheless is prompted to respond by voice. The user's response is used to programmatically select the correct key by, e.g., sending the DTMF tone corresponding to the user's response on the uplink back to the IVR system.
Claims20
A device, comprising:
- at least one processor;
- and
- storage accessible to the at least one processor, the storage comprising instructions executable by the processor to:
- identify that a context of the device indicates touchless interactive voice response (IVR) based at least in part on a signal from at least one location sensor, and identifying that communication is activated with at least one wireless headset;
- identify that an interactive voice response (IVR) prompt on a communication downlink indicates to select an option by using tactile input;
- receive voice input from a microphone;
- responsive to the context indicating touchless IVR, transmit at least one dual tone multi frequency (DTMF) tone on a communication uplink associated with the communication downlink based on the voice input from the microphone.
4 more elements
A method comprising:
- determining, at an electronic device, a context for an interactive voice response (IVR) system generating an audible menu;
- determining, at the electronic device, at least a portion of the IVR system necessitates tactile input;
- dynamically loading a grammar set to process a voice-based response corresponding to a tactile input;
- receiving and processing, at the electronic device, the audio input;
- and
- performing a function at the electronic device based on the processed audio input, wherein the dynamically loading a grammar set comprises:
- detecting a first numeral in the audible menu;
- correlating the first numeral with at least a first word following the first numeral in the menu, a first dual tone multi frequency (DTMF) data being correlated with both the first numeral and first word;
- detecting a second numeral in the audible menu;
- correlating the second numeral with at least a second word following the second numeral in the menu, a second DTMF data being correlated with both the second numeral and second word;
- wherein the audio input of the first word causes the first DTMF data to be sent and audio input of the first numeral causes the first DTMF data to be sent, and the audio input of the second word causes the second DTMF data to be sent and audio input of the second numeral causes the second DTMF data to be sent.
8 more elements
An apparatus, comprising:
- at least a first processor;
- at least one network adapter;
- and
- storage with instructions executable by the first processor for:
- identifying that a context of the apparatus indicates touchless interactive voice response (IVR) based on a signal from location sensor and identifying that communication is activated between the apparatus and wireless headset;
- responsive to the context indicating touchless interactive voice response (IVR), identifying whether an IVR prompt indicates to select an option by using tactile input;
- correlating an audio response to the IVR prompt to a dual tone multi frequency (DTMF) tone;
- and
- sending the DTMF tone on an uplink back to an IVR system.
6 more elements
Dependencies are inferred from the claim text.