Voice response unit proxy utilizing dynamic web interaction
AssigneeInternational Business Machines Corporation
InventorsLisa Seacat DeLuca, Travis M. Grigsby, Frank L. Jania, Steven M. Miller
Life of this patent
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Abstract
A system, method and program product for providing a voice response unit (VRU) proxy. A system is provided that includes: a graphical user interface (GUI) for dynamically displaying information from a VRU and for receiving data from a user; a system for initiating a call with the VRU; and a VRU interface system for transmitting data from the user to the VRU, and for using speech recognition to capture broadcasts from the VRU for display within the GUI.
Claims20
A voice response unit (VRU) proxy system, comprising:
- a processor;
- a graphical user interface (GUI), in communication with the processor, for dynamically displaying information from a VRU and for receiving data from a user;
- a system for initiating a first call with the VRU using voice over internet protocol (VOIP);
- and
- a VRU interface system for transmitting data from the user to the VRU, and for using speech recognition to capture responsive broadcasts from the VRU for display within the GUI, wherein the user interacts with the VRU only via the GUI during the first call, and wherein an interaction with a live representative is optionally available in a second call, and wherein the graphical user interface includes a first segment containing a set of dynamically generated options that reflect choices broadcast by the VRU and a second segment containing a set of additional options that are unrelated to the broadcast by the VRU.
A non-transitory computer readable medium having a program product stored therein for providing a voice response unit (VRU) proxy system, comprising:
- program code for dynamically displaying information from a VRU on a graphical user interface (GUI) and for receiving data from a user via the GUI;
- program code for initiating a first call with the VRU using voice over internet protocol (VOIP);
- program code for transmitting data from the user to the VRU;
- and program code for capturing responsive broadcasts from the VRU using speech recognition for display within the GUI, wherein the user is to interact with the VRU only via the GUI during the first call, and wherein an interaction with a live representative is optionally available in a second call, and wherein the graphical user interface includes a first segment containing a set of dynamically generated options that reflect choices broadcast by the VRU and a second segment containing a set of additional options that are unrelated to the broadcast by the VRU.
A method of providing a voice response unit (VRU) proxy, comprising:
- initiating a first call with a VRU using voice over internet protocol (VOIP);
- using speech recognition to collect responsive information broadcast from the VRU;
- dynamically displaying information from the VRU on a graphical user interface (GUI);
- receiving data from a user via the GUI;
- and
- transmitting the data from the user to the VRU, wherein the user interacts with the VRU only via the GUI during the first call, and wherein an interaction with a live representative is optionally available in a second call, and wherein the graphical user interface includes a first segment containing a set of dynamically generated options that reflect choices broadcast by the VRU and a second segment containing a set of additional options that are unrelated to the broadcast by the VRU.
A method for deploying a system for providing a voice response unit (VRU) proxy, comprising:
- providing a computer infrastructure being operable to:
- dynamically display information from a VRU on a graphical user interface (GUI) and receive data from a user via the GUI;
- initiate a call with the VRU using voice over internet protocol (VOIP);
- transmit data from the user to the VRU;
- and
- capture responsive broadcasts from the VRU using speech recognition for display within the GUI, wherein the user interacts with the VRU only via the GUI during the first call, and wherein an interaction with a live representative is optionally available in a second call, and wherein the graphical user interface includes a first segment containing a set of dynamically generated options that reflect choices broadcast by the VRU and a second segment containing a set of additional options that are unrelated to the broadcast by the VRU.
Dependencies are inferred from the claim text.