# US 11,909,917 B2 · Methods, apparatuses, and systems for dynamically navigating interactive communication systems

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- Number: US 11,909,917 B2
- Document ID: US11909917B2
- Status: Granted
- Kind: B2
- Application number: 17/660,661
- Filed: 2022-04-26
- Published: 2022-12-01
- Granted: 2024-02-20
- Earliest claimed: 2021-06-01
- Assignees: Paymentus Corporation
- Applicants: Paymentus Corporation
- Inventors: Dushyant Sharma
- Web page: https://patentgrep.com/patent/US11909917B2

## CPC

- H04M 3/5166: {in combination with interactive voice response systems or voice portals, e.g. as front-ends}
- G06F 3/167: {Audio in a user interface, e.g. using voice commands for navigating, audio feedback}
- G06Q 20/3272: {using an audio code}
- G06Q 30/04: Billing or invoicing
- G10L 15/22: Procedures used during a speech recognition process, e.g. man-machine dialogue
- H04L 65/1069: Session establishment or de-establishment
- H04L 65/1096: Supplementary features, e.g. call forwarding or call holding (systems providing special services or facilities to telephony subscribers H04M3/42)
- H04M 3/4935: {Connection initiated by DAS system}
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- H04L: TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION (arrangements common to telegraphic and telephonic communication H04M)

## Abstract

Methods, apparatuses, and systems are described for dynamically navigating interactive communication systems. An example method may comprise: receiving, from a user device, sound waves or audio information, the sound waves or audio information indicative of a request to initiate an interactive communication session with a communication system of a biller or merchant; interpreting, based on the sound waves or audio information, an intent of the communication session and an identity of the biller or merchant; retrieving a predetermined interaction coding associated with the biller or merchant; and initiating the interactive communication session with the communication system of the biller or merchant based on the predetermined interaction coding.

## Claims

### Claim 1

A computer-implemented method comprising:
determining, by one or more processors of a computing device, ambient audio signals from a user captured by the computing device while the computing device is in a passive listening state;
responsive to identifying, by the one or more processors, from the ambient audio signals, a predetermined trigger word, transitioning, by the one or more processors, of the computing device to an active listening state;
while the computing device is in the active listening state, receiving, by the one or more processors, an aural request from the user to initiate an interactive communication session with a communication system of a biller or a merchant;
determining, by the one or more processors, based at least in part on an analysis of the aural request from the user, a user intent associated with the aural request;
retrieving, by the one or more processors, an interaction map associated with the communication system of the biller or the merchant;
determining, by the one or more processors, based on at least the interaction map and the user intent, a predetermined interaction coding associated with the communication system of the biller or the merchant;
transmitting, by the one or more processors, a connection request to a network entity in the communication system of the biller or the merchant;
initiating, via a chatbot, the interactive communication session with the communication system of the biller or the merchant using the predetermined interaction coding;
generating, by the one or more processors, at least one textual response or audio response based at least in part on the user intent and the aural request; and
communicating, by the one or more processors, using the chatbot, with the network entity of the biller or the merchant using the at least one textual response or audio response.

### Claim 2 (depends on 1)

The computer-implemented method of claim 1, wherein the predetermined interaction coding comprises an initial interaction destination within the interaction map of the communication system of the biller or the merchant and an optimal pathway for navigating the interaction map to reach the initial interaction destination within the interaction map of the communication system of the biller or the merchant.

### Claim 3 (depends on 1)

The computer-implemented method of claim 1, wherein the predetermined interaction coding further defines a plurality of conditional parameters for engaging with the communication system of the biller or the merchant.

### Claim 4 (depends on 1)

The computer-implemented method of claim 1, further comprising:
retrieving, by the one or more processors, from a remote database, user account information for an account with the biller or the merchant, the account being associated with the user; and
communicating, by the one or more processors, with the network entity in the communication system of the biller or the merchant based at least in part on the user account information.

### Claim 5 (depends on 1)

The computer-implemented method of claim 1, further comprising:
generating, by the one or more processors, a user profile comprising user-specific preferences for the user; and
storing, by the one or more processors, user information associated with the interactive communication session.

### Claim 6 (depends on 1)

The computer-implemented method of claim 1, wherein the chatbot comprises a neural network machine learning model.

### Claim 7

An apparatus comprising:
at least one processor; and
at least one memory storing instructions thereon that, when executed by the at least one processor, cause the apparatus to perform at least:
capturing ambient audio signals from a user while the apparatus is in a passive listening state;
responsive to identifying, from the ambient audio signals, a predetermined trigger word, transitioning the apparatus to an active listening state;
while the apparatus is in the active listening state, receiving an aural request from a user to initiate an interactive communication session with a communication system of a biller or a merchant;
determining, based at least in part on an analysis of the aural request from the user, a user intent associated with the aural request;
retrieving an interaction map associated with the communication system of the biller or the merchant;
determining, based on at least the interaction map and the user intent, a predetermined interaction coding associated with the communication system of the biller or the merchant;
transmitting a connection request to a network entity in the communication system of the biller or the merchant;
initiating, via a chatbot, an interactive communication session with the communication system of the biller or the merchant using the predetermined interaction coding;
generating at least one textual response or audio response based at least in part on the user intent and the aural request; and
communicating, using the chatbot, with the network entity of the biller or the merchant using the at least one textual response or audio response.

### Claim 8 (depends on 7)

The apparatus of claim 7, wherein the predetermined interaction coding comprises an initial interaction destination within the interaction map of the communication system of the biller or the merchant and an optimal pathway for navigating the interaction map to reach the initial interaction destination within the interaction map of the communication system of the biller or the merchant.

### Claim 9 (depends on 7)

The apparatus of claim 7, wherein the predetermined interaction coding further defines a plurality of conditional parameters for engaging with the communication system of the biller or the merchant.

### Claim 10 (depends on 7)

The apparatus of claim 7, wherein the instructions stored on the at least one memory, when executed by the at least one processor, further cause the apparatus to perform at least:
retrieving, from a remote database, user account information for an account with the biller or the merchant, the account being associated with the user; and
communicating with the network entity in the communication system of the biller or the merchant based at least in part on the user account information.

### Claim 11 (depends on 7)

The apparatus of claim 7, wherein the instructions stored on the at least one memory, when executed by the at least one processor, further cause the apparatus to perform at least:
generate a user profile comprising user-specific preferences for the user; and
store user information associated with the interactive communication session.

### Claim 12 (depends on 7)

The apparatus of claim 7, wherein the chatbot comprises a neural network machine learning model.

### Claim 13 (depends on 7)

The apparatus of claim 7, wherein the apparatus comprises a user device or a remote device.

### Claim 14

A computer program product comprising at least one non-transitory computer-readable storage medium storing computer-executable program instructions which, when executed by a processor of an apparatus, configure the processor to cause the apparatus to perform at least:
capturing ambient audio signals from a user while the apparatus is in a passive listening state;
responsive to identifying, from the ambient audio signals, a predetermined trigger word, transitioning the apparatus to an active listening state;
while the apparatus is in the active listing state, receiving an aural request from the user to initiate an interactive communication session with a communication system of a biller or a merchant;
determining, based at least in part on an analysis of the aural request from the user, a user intent associated with the aural request from the user;
retrieving an interaction map associated with the communication system of the biller or the merchant;
determining, based on at least the interaction map and the user intent, a predetermined interaction coding associated with the communication system of the biller or the merchant;
transmitting a connection request to a network entity in the communication system of the biller or the merchant;
initiating, via a chatbot, an interactive communication session with the communication system of the biller or the merchant using the predetermined interaction coding;
generating at least one textual response or audio response based at least in part on the user intent and the aural request; and
communicating, using the chatbot, with the network entity of the biller or the merchant using the at least one textual response or audio response.

### Claim 15 (depends on 14)

The computer program product of claim 14, wherein the predetermined interaction coding comprises an initial interaction destination within the interaction map of the communication system of the biller or the merchant and an optimal pathway for navigating the interaction map to reach the initial interaction destination within the interaction map of the communication system of the biller or the merchant.

### Claim 16 (depends on 14)

The computer program product of claim 14, wherein the predetermined interaction coding further defines a plurality of conditional parameters for engaging with the communication system of the biller or the merchant.

### Claim 17 (depends on 14)

The computer program product of claim 14, wherein the computer-executable program instructions, when executed by the processor of the apparatus, further configure the apparatus to perform:
retrieving, from a remote database, user account information for an account with the biller or the merchant that is associated with the user; and
communicating with the network entity in the communication system of the biller or the merchant based at least in part on the user account information.

### Claim 18 (depends on 14)

The computer program product of claim 14, wherein the computer-executable program instructions, when executed by the processor of the apparatus, further configure the apparatus to perform:
generating a user profile comprising user-specific preferences for the user; and
storing user information associated with the interactive communication session.

### Claim 19 (depends on 14)

The computer program product of claim 14, wherein the chatbot comprises a neural network machine learning model.

### Claim 20 (depends on 19)

The apparatus of claim 19, wherein the chatbot is stored on the apparatus or a server with which the apparatus is configured to be in operable communication.