US 2018/0124241 A1Published application

Caller assistance system

AssigneeMicrosoft Technology Licensing, LLC

InventorsDeepak Vijaywargi, Yicheng Tao, Shashank Singh, Mikhail Birman

Life of this patent

Estimating the term…

Loading patent…

Abstract

Techniques and technologies for caller assistance systems are described. In at least some embodiments, a system comprises: a processing component; and a caller assistance engine configured to receive a request from a calling device; select a menu execution path associated with the request, the menu execution path defining one or more operations to be performed to achieve an intent of the request; execute the menu execution path including execute the one or more operations to be performed to achieve the intent of the request; determine whether the intent of the request has been achieved; and when the intent of the request has been achieved, connect the calling device with the intent of the request or provide an alert to the calling device that the intent of the request has been achieved.

Claims20

Dependent claims

A caller assistance system, comprising:

at least one processor operatively coupled to at least one memory;
a caller assistance engine at least partially stored in the at least one memory, the caller assistance engine including one or more instructions executable by the processing component configured to perform operations including at least:
receiving a request from a calling device;
interpreting the request from the calling device to determine an intent of the request, the intent of the request including a destination provided by an interactive call-routing system;
selecting a menu execution path associated with the request, the menu execution path being stored in the at least one memory and defining one or more operations to be performed to reach the destination provided by the interactive call-routing system to achieve an intent of the request;
retrieving the selected menu execution path defining the one or more operations from the at least one memory;
executing the menu execution path including executing the one or more operations to be performed to provide one or more inputs to the interactive call-routing system to reach the destination to achieve the intent of the request, including transmitting one or more audio signals to the interactive call-routing system in a pre-determined sequence as defined by the menu execution path;
determining whether the intent of the request has been achieved;
and
when the intent of the request has been achieved, at least one of:
connecting the calling device with the destination provided by the interactive call-routing system, or
providing an alert to the calling device that the intent of the request has been achieved.

9 more elements

A caller assistance system, comprising:

at least one processor operatively coupled to at least one memory;
a caller assistance engine at least partially stored in the at least one memory, the caller assistance engine including one or more instructions executable by the processing component configured to perform operations including at least:
contacting an interactive call-routing system;
translating one or more audible scripts output by the interactive call-routing system into one or more intents;
constructing one or more menu execution paths, each menu execution path defining one or more operations to be performed to reach a destination provided by an interactive call-routing system to achieve at least one intent of the one or more intents;
storing the one or more menu execution paths and the one or more intents into a data store within the at least one memory, each menu execution path being associated with the at least one intent of the one or more intents;
and
providing a user interface that is configured to:
receive a request from a calling device;
analyze the request received from the calling device;
determine a specific intent embodied within the request match the intent with a possible requested intent stored within the data store;
retrieve the menu execution path associated with the possible requested intent from the data store;
and
perform the menu execution path to reach a destination provided by a particular interactive call-routing system to achieve the specific intent of the request, including transmitting one or more audio signals to the interactive call-routing system in a pre-determined sequence as defined by the menu execution path.

11 more elements

A method of providing assistance to a caller, comprising:

receiving a request from a calling device;
analyzing the request received from the calling device using at least one processing component;
determining the intent embodied within the request using the at least one processing component;
matching the intent with a possible requested intent stored within a data store using the at least one processing component;
selecting a menu execution path associated with the possible requested intent from the data store using the at least one processing component, the menu execution path defining one or more operations to be performed to reach a destination provided by an interactive call-routing system to achieve an intent of the request;
retrieving the selected menu execution path defining the one or more operations from the data store;
executing the menu execution path including executing the one or more operations using the at least one processing component to provide one or more inputs to the interactive call-routing system to reach the destination to achieve the intent of the request, including transmitting one or more audio signals to the interactive call-routing system in a pre-determined sequence as defined by the menu execution path;
determining whether the intent of the request has been achieved using the at least one processing component;
and
when the intent of the request has been achieved, at least one of:
connecting the calling device with the destination provided by the interactive call-routing system using the at least one processing component, or
providing an alert to the calling device using the at least one processing component that the intent of the request has been achieved.

9 more elements

Dependencies are inferred from the claim text.

Facts

Application: 15/338,268Filed 28 Oct 2016
Published: 3 May 2018
Term ends: Not estimatedThe source records don’t support an estimate.

Classification8 codes

H04M 3/5166
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: in combination with…
H04M 3/42042
Calling party identification service: notifying the called party of information on the calling party
H04M 3/523
Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing: with call distribution…
H04M 3/5237
With call distribution or queueing: interconnection arrangements between ACD systems