US 9,432,508 B2 · System and method for interactive voice response unit table-based programming

Abstract

An embodiment provides a modular framework for managing multiple router applications in an interactive voice response (IVR) system. In an embodiment, a single table-driven framework approach is taken in which multiple IVR router applications, including menu/response type call routing applications and/or frequently asked question (FAQ)/response applications, may be managed in a more streamlined fashion. In an embodiment, a menu is presented to the caller. The menu is part of the router application which references information stored in a database, e.g., voice files and grammars, defined in a format, e.g., in table format. An embodiment analyzes the caller's responses against the menu's information to determine the appropriate actions to take and the appropriate data to retrieve. An embodiment also provides a centralized authentication process that may be used for all self-service router applications that require or somehow make use of authentication.

Claims20

Dependent claims

A computerized interactive voice response server having a modular format menu, comprising:

a computer store containing voice response and format menu data;
a computer server coupled to the computer store programmed to execute code to:
provide a router application stored in electronic device memory, the router application including a modular format menu having pointers to stored audio files;
display an administrative summary of menu options and current pointers to a current set of stored audio files;
and
change one or more of the pointers of the modular format menu to a different audio file;
whereby after executing the code that changes the one or more pointers, the modular format menu plays a different audio file during a voice call.

4 more elements

A computerized method for interactive voice response applications having a modular format menu, comprising:

storing a router application in electronic device memory;
the router application including a modular format menu having pointers to stored audio files;
displaying an administrative summary of menu options and current pointers to a current set of stored audio files for the router application;
and
changing one or more of the pointers of the modular format menu to a different audio file;
whereby after changing the one or more pointers, the modular format menu plays a different audio file during a voice call.

3 more elements

Dependencies are inferred from the claim text.

System and method for interactive voice response unit table-based programming

Life of this patent

System and method for interactive voice response unit table-based programming

Life of this patent

Abstract

Claims20