Voice Response Processing
OwnerVladimir Mezhibovsky, Jerome Saint-Marcinventors
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Abstract
A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.
Claims12
A method for transmitting choices to a caller, comprising the steps of:
- (a) interacting by voice with a caller using a communication device;
- (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller;
- (c) determining if the caller's communication device is capable of receiving a text message;
- (d) selecting a compatible text message comprising the options;
- (e) associating with the text message a text message destination address to the caller's device;
- and
- (f) transmitting the text message to the caller's device.
A system for transmitting choices to a caller using a communication device, comprising:
- a switch receiving a voice call from the caller;
- an end point having voice interaction capability to which the call is routed from the switch;
- software operating at the end point having access to standardized text messages offering options;
- wherein a determination is made as to whether the caller's communication device is enabled to receive text messages, and, upon encountering a point in the transaction with the caller that a choice between two or more options is to be provided to the caller, a compatible text message comprising the options is selected, a text message destination address to the caller's device is associated with the text message, and the text message is transmitted to the caller's device.
Dependencies are inferred from the claim text.