US 8,554,567 B2 · Multi-channel interactive self-help application platform and method

Abstract

An interactive voice response (IVR) platform running a voice application for use with a voice client is extended to support text messaging clients and other clients of other media types on other channels. An application-to-text messaging interface interfaces with text messaging clients via a text messaging protocol transport and interfaces with the IVR via an API. It includes a user/application manager to handle user and application accounts and a state/session manager to handle state information required by the text messaging operations and to handle sessions maintained by the IVR. Text modules are implemented having text synthesis and text recognition with a dictionary/grammar. These allow voice-specific application scripts to be interpreted in a text channel. The extended multi-channel platform supports an open source text messaging network and also through a transport gateways to other types of text messaging clients.

Claims16

Dependent claims

An interactive multi-media response system, comprising:

an application script constituting an interactive response application;
a voice application browser;
a set of voice media resources for rendering said application script to enable a voice client using voice as a media to interact with the interactive response application;
said set of voice media resources further comprising:
a speech synthesizer for synthesizing speech from text;
a speech recognizer for recognizing speech in cooperation with a speech dictionary/grammar to convert speech to text;
a set of text media resources operating with a voice XML browser for rendering a voice application script to enable a text messaging client using text as a media to interact with the interactive response application;
and
said set of text media resources further comprising:
an automatic speech recognizer for converting speech to text for output to the text messaging client;
and
a fuzzy-text-to-sensible text module operating with a text grammar for conforming fuzzy text to a set of predefined sensible text for input to the voice XML browser.

9 more elements

Dependencies are inferred from the claim text.

Multi-channel interactive self-help application platform and method

Life of this patent

Multi-channel interactive self-help application platform and method

Life of this patent

Abstract

Claims16