US 10,257,352 B2Granted

End user experience via distributed option tree generation

AssigneeInternational Business Machines Corporation

InventorsJiangang Deng, Chao Li, He Lei Liu, Qing Yu Pei, Heng Wang

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Abstract

A method, computer program product, and system is disclosed for generating an Interactive Voice Response (IVR) system tree. A plurality of IVR system options from the IVR system are received. A first set of selections of the IVR system options are received from the user. A second set of selections of the IVR system are received, comprising at least a second set of subtrees. In response to identifying a plurality of subtrees of the second set of subtrees that are associated with the root node, the identified plurality of subtrees are mapped to the option tree. An IVR combination tree is generated. A visualization IVR combination tree is generated for display, in response to receiving a second user request for access to the IVR system. A target service associated with a user input selection of at least one end node of the visualized IVR combination tree is accessed.

Claims14

Dependent claims

A computer implemented method for generating an Interactive Voice Response (IVR) system tree, comprising:

receiving, by a server, a user request for access to an IVR system;
receiving a first set of selections of IVR system options from the user, wherein the first set of selections includes a plurality of IVR system options from the IVR system,
generating a first set of subtrees, based on voice recognition of the first set of selections, wherein the first set of subtrees includes at least a root node, a set of selection nodes associated with the root node, and an end node associated with a target service option of a plurality of target service options of the IVR system;
in response to receiving a second set of selections of the IVR system, generating a second set of subtrees, based on voice recognition of the second set of selections;
in response to identifying a plurality of subtrees of the second set of subtrees that are associated with the root node, mapping the identified plurality of subtrees to the root node;
generating an IVR combination tree, wherein the generated IVR combination tree comprises at one or more of the first set of subtrees and identified plurality of subtrees;
receiving a third set of selections of the IVR system comprising at least a third set of subtrees;
generating a third set of subtrees based on voice recognition of the second set of selections;
in response to dynamically determining one or more selections of the third set of selections of the option tree do not match selection nodes of the generated IVR combination tree, generating an updated IVR combination tree based on the dynamically determined one or more selections and generated IVR combination tree;
generating a visualization IVR combination tree for display, in response to receiving a second user request for access to the IVR system;
and
accessing a target service associated with a user input selection of at least one end node of the visualized IVR combination tree.

9 more elements

A computer program product for generating an Interactive Voice Response (IVR) system tree, the computer program product comprising:

one or more non-transitory computer-readable storage media and program instructions stored on the one or more computer-readable storage media, the program instructions comprising:
instructions to receive by a server, a user request for access to an IVR system;
instructions to receive a first set of selections of the IVR system options from the user, wherein the first set of selections includes a plurality of IVR system options from the IVR system,
instructions to generate a first set of subtrees, based on voice recognition of the first set of selections, wherein the first set of subtrees includes at least a root node, a set of selection nodes associated with the root node, and an end node associated with a target service option of the plurality of target service options of the IVR system;
in response to instructions to receive a second set of selections of the IVR system, generating a second set of subtrees, based on voice recognition of the second set of selections;
in response to instructions to identify a plurality of subtrees of the second set of subtrees that are associated with the root node, instructions to map the identified plurality of subtrees to the root node;
instructions to generate an IVR combination tree, wherein the generated IVR combination tree comprises at one or more of the first set of subtrees and identified plurality of subtrees;
instructions to receive a third set of selections of the IVR system comprising at least a third set of subtrees;
instructions to generate a third set of subtrees based on voice recognition of the second set of selections;
in response to instructions to dynamically determine one or more selections of the third set of selections of the option tree do not match selection nodes of the generated IVR combination tree, instructions to generate an updated IVR combination tree based on the dynamically determined one or more selections and generated IVR combination tree;
instructions to generate a visualization IVR combination tree for display, in response to instructions to receive a second user request for access to the IVR system;
and
instructions to access a target service associated with a user input selection of at least one end node of the visualized IVR combination tree.

10 more elements

A computer system for generating an Interactive Voice Response (IVR) system tree, the computer system comprising:

one or more computer processors;
one or more computer-readable storage media;
program instructions stored on the computer-readable storage media for execution by at least one of the one or more processors, the program instructions comprising:
instructions to receive by a server, a user request for access to an IVR system;
instructions to receive a first set of selections of the IVR system options from the user, wherein the first set of selections includes a plurality of IVR system options from the IVR system,
instructions to generate a first set of subtrees, based on voice recognition of the first set of selections, wherein the first set of subtrees includes at least a root node, a set of selection nodes associated with the root node, and an end node associated with a target service option of the plurality of target service options of the IVR system;
in response to instructions to receive a second set of selections of the IVR system, generating a second set of subtrees, based on voice recognition of the second set of selections;
in response to instructions to identify a plurality of subtrees of the second set of subtrees that are associated with the root node, instructions to map the identified plurality of subtrees to the root node;
instructions to generate an IVR combination tree, wherein the generated IVR combination tree comprises at one or more of the first set of subtrees and identified plurality of subtrees;
instructions to receive a third set of selections of the IVR system comprising at least a third set of subtrees;
instructions to generate a third set of subtrees based on voice recognition of the second set of selections;
in response to instructions to dynamically determine one or more selections of the third set of selections of the option tree do not match selection nodes of the generated IVR combination tree, instructions to generate an updated IVR combination tree based on the dynamically determined one or more selections and generated IVR combination tree;
instructions to generate a visualization IVR combination tree for display, in response to instructions to receive a second user request for access to the IVR system;
and
instructions to access a target service associated with a user input selection of at least one end node of the visualized IVR combination tree.

12 more elements

Dependencies are inferred from the claim text.