# US 10,320,980 B2 · User device detection and integration for an IVR system > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 10,320,980 B2 - Document ID: US10320980B2 - Status: Granted - Kind: B2 - Application number: 15/944,488 - Filed: 2018-04-03 - Published: 2018-12-27 - Granted: 2019-06-11 - Earliest claimed: 2015-05-11 - Assignees: Paypal, Inc. - Applicants: PayPal, Inc. - Inventors: Billy Runyan; Liang Xi; Rahul Nair - Web page: https://patentgrep.com/patent/US10320980B2 ## CPC - H04M 3/4931: {Directory assistance systems} - H04M 3/42263: {where the same subscriber uses different terminals, i.e. nomadism} - H04M 3/4935: {Connection initiated by DAS system} - H04M 3/4936: {Speech interaction details (speech recognition per se G10L15/00)} - H04W 4/16: Communication-related supplementary services, e.g. call-transfer or call-hold - H04M 3/493: Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) - H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72) ## Abstract A system and method includes one or more processors one or more processors coupled to a memory. The one or more processors may execute instructions from the memory to perform the steps including receiving an audio communications request from a first user device of a user, identifying a second user device of the user in response to receiving the audio communications request, providing a suggestion that the user use the second user device with the system, receiving a response from the user responding to the suggestion, establishing a communication channel with the second user device, and providing content associated with the audio communications request to the second user device. ## Claims ### Claim 1 A system comprising: a non-transitory memory; and one or more hardware processors coupled to the non-transitory memory and configured to read instructions from the non-transitory memory to cause the system to perform operations comprising: in response to receiving a request for audio communications from a first user device associated with a user, connecting the first user device with an Interactive Voice Response (IVR) service; receiving user input regarding a user-selectable IVR menu via the first user device; identifying a second user device associated with the user; in response to the user input and identifying the second user device, providing a suggestion that the user use the second user device to interact with the IVR service; establishing a communication channel with the second user device in response to a connection request from the user; causing the second user device to display a Graphical User Interface (GUI) menu associated with the user-selectable IVR menu; and receiving a user selection of a menu item via the GUI menu. ### Claim 2 (depends on 1) The system of claim 1, wherein identifying the second user device comprises: requesting the first user device to identify the second user device. ### Claim 3 (depends on 1) The system of claim 1, wherein identifying the second user device comprises: determining a phone number associated with the first user device; and identifying the second user device based on the phone number. ### Claim 4 (depends on 1) The system of claim 1, wherein the second user device is identified responsive to determining that the first user device is unavailable to provide the GUI menu to the user. ### Claim 5 (depends on 1) The system of claim 1, wherein the second user device is identified responsive to determining that the first user device comprises a landline telephone. ### Claim 6 (depends on 1) The system of claim 1, wherein the operations further comprise: suggesting a third user device; and establishing a second communication channel with the third user device. ### Claim 7 (depends on 1) The system of claim 1, wherein establishing the communication channel with the second user device comprises establishing a Voice Over Internet Protocol (VoIP) connection with the second user device. ### Claim 8 A method comprising: connecting a first user device with an Interactive Voice Response (IVR) service in response to receiving an audio telephone call from a user; determining a subject matter of a user request through user input in a user-selectable IVR menu; identifying a second user device associated with the user based on the subject matter; establishing a communication channel with the second user device; causing the second user device to display a Graphical User Interface (GUI) menu associated with the IVR menu; and receiving a menu selection by the user through the GUI menu. ### Claim 9 (depends on 8) The method of claim 8, wherein establishing the communication channel with the second user device comprises establishing a Voice Over Internet Protocol (VoIP) connection with the second user device. ### Claim 10 (depends on 8) The method of claim 8, wherein causing the second user device to display the GUI menu comprises: causing the second user device to display a first queue for a first operator for a first mode of communication. ### Claim 11 (depends on 10) The method of claim 10, wherein causing display of the first queue comprises causing a display of an estimated wait time. ### Claim 12 (depends on 8) The method of claim 8, further comprising: providing an audio suggestion to the user, through the first user device, to continue communicating by the second user device. ### Claim 13 (depends on 8) The method of claim 8, wherein the second user device is identified responsive to determining that the first user device is unavailable to provide the GUI menu to the user. ### Claim 14 A non-transitory machine-readable medium having stored thereon machine-readable instructions executable to cause a machine to perform operations comprising: receiving a telephone call from a first user device associated with a user; in response to receiving the telephone call, connecting the first user device with an Interactive Voice Response (IVR) service; determining a subject matter of a user request by receiving user input to a user-selectable IVR menu; identifying a second user device associated with the user based on the subject matter; providing a suggestion that the user use the second user device to interact with the IVR service; causing the second user device to display a Graphical User Interface (GUI) menu associated with the IVR menu; and interacting with the user through the GUI menu. ### Claim 15 (depends on 14) The non-transitory machine-readable medium of claim 14, wherein providing the suggestion that the user use the second user device with the IVR service is through a push notification. ### Claim 16 (depends on 15) The non-transitory machine-readable medium of claim 15, wherein the push notification is sent to the second user device. ### Claim 17 (depends on 14) The non-transitory machine-readable medium of claim 14, wherein the suggestion is provided on the first user device. ### Claim 18 (depends on 14) The non-transitory machine-readable medium of claim 14, wherein the suggestion is provided on the second user device. ### Claim 19 (depends on 14) The non-transitory machine-readable medium of claim 14, wherein the second user device is identified responsive to determining that the first user device is unavailable to provide the GUI menu to the user. ### Claim 20 (depends on 14) The non-transitory machine-readable medium of claim 14, wherein the first user device comprises a landline phone and the second user device comprises a computing tablet.