Method and system for creating automated voice response menus for telecommunications services
AssigneeAT&T Intellectual Property I, L.P.
InventorDale W. Malik
Life of this patent
Estimating the term…
Abstract
A method and system for creating automated voice response menus for telecommunications services includes the creation of a task for the menu. The menu includes a group of pre-recorded messages assembled in manner to complete the task. The menu retrieves certain required inputs and certain optional inputs from a subscriber of the telecommunications service. The menu does not permit the user to provide other inputs or to select other menus. Instead, the menu uses straight-line processing to direct the user towards task completion. Once the task is complete, the user is immediately exited from the system.
Claims32
A method for controlling user interaction with an automated voice response system, the method comprising:
- providing a plurality of task options to a user, each of the plurality of task options corresponding to a call forwarding task to be completed by a user via an automated voice response system;
- receiving a task selection input from the user;
- responsive to the task selection input, if the task selection input fails to correspond to a valid selection of one of the plurality of task options:
- incrementing an error counter, and
- if the error counter exceeds a predetermined limit, disconnecting the user,
- otherwise, repeating the step of receiving a task selection input from the user;
- receiving at least one required input from the user for completion of the task corresponding to the task selection input, the required input corresponding to a telephone number;
- responsive to the required input, if the required input corresponds to the user's home telephone number:
- incrementing an error counter, and
- if the error counter exceeds a predetermined limit, disconnecting the user,
- otherwise, repeating the step of receiving a required input from the user;
- and
- completing the task corresponding to the task selection input using the at least one required input.
An automated voice response system for enabling a user to complete one of a plurality of tasks via a telephone, the automated voice response system comprising:
- an automated voice response menu that defines a plurality of options to be presented to a user and a plurality of user responses corresponding to the plurality of options, the automated voice response menu configured such that the user completes a call forwarding task associated with a selected one of the plurality of options without selecting another one of the plurality of options, whereby the user provides at least one required input for completion of the task, the required input corresponding to a telephone number, and if the at least one required input corresponds to the user's home telephone number, an error counter is incremented, and if the error counter exceeds a predetermined limit, the user is disconnected, otherwise the user again provides at least one required input for completion of the task;
- a service circuit node which stores the automated voice response menu and controls the presentation of and response to the automated voice response menu;
- and
- a switch coupling the service circuit node to the user.
A service circuit node for presenting an automated voice response menu to a user that enables the user to complete a task via a telephone, the service circuit node comprising:
- a processor;
- a memory for storing a plurality of pre-recorded messages;
- and
- a data assembly interface for assembling the pre-recorded messages into an automated voice response menu that defines a plurality of options to be presented to a user and a plurality of user responses corresponding to the plurality of options, the automated voice response menu configured such that the user completes a call forwarding task associated with a selected one of the plurality of options without selecting another one of the plurality of options, whereby the user provides at least one required input for completion of the task, the required input corresponding to a telephone number, and if the at least one required input corresponds to the user's home telephone number, an error counter is incremented, and if the error counter exceeds a predetermined limit, the user is disconnected, otherwise the user again provides at least one required input for completion of the task.
A method for creating an automated voice response menu that presents options to a user for completing a call forwarding task, the method comprising:
- storing a plurality of pre-recorded messages;
- creating a task for a menu to be presented to the user;
- creating at least one required input corresponding to a telephone number for completion of the task;
- creating at least one feedback point for completion of the task;
- and
- assembling the pre-recorded messages into a menu for presentation to the user, the menu containing the at least one required input and the at least one feedback point, whereby the user provides the at least one required input, and if the at least one required input corresponds to the user's home telephone number, an error counter is incremented, and if the error counter exceeds a predetermined limit, the user is disconnected, otherwise the user again provides the at least one required input for completion of the task.
A computer readable medium encoded with computer executable instructions for an automated voice response menu for presenting options to a user for completing a task, the instructions when executed by a computer comprising:
- completion of a predetermined call forwarding task wherein at least one input is required for completion of the predetermined call forwarding task;
- wherein the automated voice response menu prevents the user from selecting an option unrelated to the predetermined call forwarding task whereby the user provides the at least one required input corresponding to a telephone number for completion of the predetermined task, and if the at least one required input corresponds to the user's home telephone number an error counter is incremented, and if the error counter exceeds a predetermined limit, the user is disconnected, otherwise the user again provides the at least one required input for completion of the predetermined call forwarding task.
Dependencies are inferred from the claim text.