US 2023/0145947 A1 · INTERACTIVE VOICE RESPONSE USING INTENT PREDICTION AND, FOR EXAMPLE A 5G CAPABLE DEVICE

Abstract

Disclosed here is a method to determine a user intent when a user device initiates an interactive voice response (IVR) call with a wireless telecommunication network. A processor can detect the IVR call initiated with the network and determine whether the user device is a member of the network. Upon determining that the user device is a member of the network, the processor can obtain user history including interaction history between the user and the network. Based on the user history, the processor can predict the user intent when the user initiates the IVR call. The processor can detect whether user device is a 5G capable device. Upon the determining that the device is 5G capable and based on the predicted user intent, the processor can suggest to the user an application configured to execute on the user device and configured to address the predicted user intent.

Claims20

Dependent claims

An apparatus for use with a wireless telecommunication network, the apparatus comprising:

one or more processors coupled to the wireless telecommunication network;
and,
at least one memory coupled to the one or more processors, wherein the memory includes instructions executable by the one or more processors to:
detect a communication initiated between a UE and the wireless telecommunication network;
obtain a device diagnostic associated with the UE;
based on the device diagnostic, predict an anticipated action when the UE initiates the communication, wherein the anticipated action is associated with a performance of the UE;
upon initiating the communication, verify the anticipated action;
receive a first natural language input from the UE verifying the anticipated action;
and
based on the first natural language input, engage a software configured to automatically address the anticipated action.

7 more elements

At least one non-transitory computer-readable storage medium storing instructions, which, when executed by at least one data processor of a system, cause the system to:

detect a communication initiated between a UE and a wireless telecommunication network;
obtain a device diagnostic associated with the UE;
based on the device diagnostic, predict an anticipated action when the UE initiates the communication, wherein the anticipated action is associated with a performance of the UE;
upon initiating the communication, verify the anticipated action;
receive a first natural language input from the UE verifying the anticipated action;
and
based on the first natural language input, engage a software configured to automatically address the anticipated action.

4 more elements

Dependencies are inferred from the claim text.

Interactive voice response using intent prediction and, for example a 5g capable device

Life of this patent

Interactive voice response using intent prediction and, for example a 5g capable device

Life of this patent

Abstract

Claims20