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US 11,153,438 B1Granted
Interactive voice response (IVR) for text-based virtual assistance
AssigneeBank of America Corporation
InventorsJuraj Partila, Sergey Alexandrov
Life of this patent
Estimating the term…
Abstract
Aspects of the disclosure relate to automated text-based customer query systems. A computing device associated with a text-based query system may receive, from a user communication device, a text input at the user communication device. The computing device may determine, based on the text input, a voice extensible markup language (VXML) application from a plurality of VXML applications. The computing device may determine, based on the VXML application, a text output, and send the text output for display at the user device.
Claims18
A system, comprising:
- a user communication device configured to:
- receive, via a user interface, a text input from a user;
- and
- send, to a virtual assistance server associated with a text-based assistance system, one or more first messages comprising the text input;
- and
- the virtual assistance server comprising:
- at least one processor;
- a communication interface communicatively coupled to the at least one processor;
- and
- memory storing computer-readable instructions that, when executed by the at least one processor, cause the virtual assistance server to:
- receive, from the user communication device via the communication interface, the one or more first messages comprising the text input at the user communication device;
- determine, based on the text input, a voice extensible markup language (VXML) application from a plurality of VXML applications associated with a voice-based assistance system;
- determine, based on the VXML application, a text output;
- send, to the user communication device via the communication interface, one or more second messages comprising the text output for display at the user communication device;
- receive, from the user communication device, one or more third messages comprising a second text input at the user communication device;
- based on determining that no VXML applications, of the plurality of VXML applications, corresponds to the second text input, determine a non-VXML application, corresponding to the second text input;
- determine, based on the non-VXML application, a second text output;
- and
- send, to the user communication device, one or more fourth messages comprising the second text output for display at the user communication device.
16 more elements
A method comprising:
- receiving by a virtual assistant server comprising at least one processor, a communication interface, and a memory, from a user communication device via the communication interface, one or more first messages comprising a text input, from a user, at the user communication device;
- determining, by the virtual assistant server, based on the text input at the user communication device, a voice extensible markup language (VXML) application from a plurality of VXML applications associated with a voice-based assistance system;
- determining, by the virtual assistant server, based on the VXML application, a text output;
- sending, from the virtual assistant server for delivery to the user communication device via the communication interface, one or more second messages comprising the text output for display at the user communication device;
- receiving, from the user communication device, one or more third messages comprising a second text input at the user communication device;
- based on determining that no VXML applications, of the plurality of VXML applications corresponds to the second text input, determining a non-VXML application, corresponding to the second text input;
- determining, based on the non-VXML application, a second text output;
- and
- sending, to the user communication device, one or more fourth messages comprising the second text output for display at the user communication device.
6 more elements
A non-transitory computer readable medium storing computer executable instructions that, when executed by a processor, cause a virtual assistant server to perform:
- receiving, from a user communication device, one or more first messages comprising a text input, from a user, at the user communication device;
- determining, based on the text input at the user communication device, a voice extensible markup language (VXML) application from a plurality of VXML applications associated with a voice-based assistance system;
- determining, based on the VXML application, a text output;
- sending, to the user communication device, one or more second messages comprising the text output for display at the user communication device;
- receiving, from the user communication device, one or more third messages comprising a second text input at the user communication device;
- based on determining that no VXML application, of the plurality of VXML applications, corresponds to the second text input, determining a non-VXML application, corresponding to the second text input;
- determining, based on the non-VXML application, a second text output;
- and
- sending, to the user communication device, one or more fourth messages comprising the second text output for display at the user communication device.
6 more elements
Dependencies are inferred from the claim text.