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US 2017/0374198 A1Published application
Automated Use of Interactive Voice Response Systems
AssigneeTruVerse, Inc.
InventorsMahi de Silva, Manoj Malhotra
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Abstract
Systems and methods for automating the use of an IVR system are provided herein. A method includes traversing an interactive voice response (IVR) system using a chatbot, determining a menu structure of the IVR system using audio processing, the menu structure comprising selectable telephonic options, and storing the menu structure in a database. The menu structure, such as an IVR tree, can be used by the chatbot to fulfill user tasks and other requests.
Claims27
A method, comprising:
- traversing an interactive voice response (IVR) system using a chatbot;
- determining, via the chatbot, a menu structure of the IVR system using audio processing, the menu structure comprising selectable telephonic options, the determining the menu structure of the IVR system comprising:
- determining a first prompt having a set of first selectable telephonic options,
- identifying each first selectable telephonic option of the first prompt, and
- traversing each first selectable telephonic option of the first prompt, wherein for each first selectable telephonic option, the traversing includes determining a second prompt having a set of second selectable telephonic options, identifying each second selectable telephonic option of the second prompt and traversing each second selectable telephonic option of the second prompt;
- and
- storing the menu structure in a database.
4 more elements
A method, comprising:
- scraping an interactive voice response (IVR) menu of an IVR system using audio processing, the scraping the IVR menu of the IVR system comprising:
- determining a first prompt having a set of first selectable telephonic options,
- identifying each first selectable telephonic option of the first prompt, and
- traversing each first selectable telephonic option of the first prompt, wherein for each first selectable telephonic option, the traversing includes determining a second prompt having a set of second selectable telephonic options, identifying each second selectable telephonic option of the second prompt and traversing each second selectable telephonic option of the second prompt;
- and
- providing a chatbot that interacts with a user by any of:
- responding to a request from the user using a scraped IVR tree;
- and
- generating a visual representation of the scraped IVR tree.
6 more elements
Dependencies are inferred from the claim text.