System and method for adapting real time interactive voice response (IVR) service to visual IVR

A method for adapting an IVR system to support a visual IVR (VIVR) service, wherein the IVR system includes an application server and a media player which is configured to interface with an incoming call from a user via a user device, the method comprising:

• instructing the media player to present the user with a first option to proceed with an audio-only call and a second option to engage in a VIVR session including display of visual information on the user device;
• receiving a response from the user device;
• when the response indicates selection of the first option, passing, via an IVR system adaptor, first messages output from the media player to the application server, and passing via the IVR system adaptor second messages from the application server to the media player;
• and
• when the response indicates selection of the second option the IVR system adaptor:
• receiving third messages from the user device,
• translating the third messages into the first messages,
• passing the first messages to the application server, and in response thereto receiving the second messages from the application server,
• converting the received second messages to fourth messages, and
• sending the fourth messages to the user device.

A system, comprising:

• a media player configured to interface with an incoming call from a user received via a user device, to provide prompts to the user, and to receive responses from the user, the media player being configured to output first messages including information corresponding to the responses from the user;
• an application server configured to receive the first messages, and in response thereto to output second messages indicating specific ones of the prompts to be provided to the user;
• and
• an interactive voice response (IVR) system adaptor which is configured to instruct the media player to present the user with a first option to proceed with an audio-only call and a second option to experience a multimedia call including display of visual information on the user device;
• wherein when the user selects the first option, the IVR system adaptor passes the first messages output from the media player to the application server, and to pass the second messages from the application server to the media player, and
• wherein when the user selects the second option, the IVR system adaptor receives third messages from the user device, converts the third messages into the first messages, passes the first messages to the application server, receives the second messages from the application server in response to the first messages, converts the second messages to fourth messages, and sends the fourth messages to the user device.