Multimodal interactive voice response system

• US 10,051,131 B2
• Filed: 10/14/2016
• Issued: 08/14/2018
• Est. Priority Date: 04/21/2010
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Saylor, Michael Jerry, Bouzid, Ahmed Tewfik, Durgani, Prakash Bhagwan, Rennyson, David James, Perera, Prasanna Sajeewa Naleen
• Primary Examiner(s): King, Simon
• Application Number:
  US15/294,661
• Publication Number:
  US 20170118349A1
• Time in Patent Office: 669 Days
• CPC Class Codes: G06F 9/451 Execution arrangements for user interfaces
• CPC Class Codes: H04M 1/72436 for text messaging, e.g. short messaging services [SMS] or e-mails
• CPC Class Codes: H04M 2203/2066 Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold

Abstract

Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic device is established in response to the call. Whether the telephonic device is capable of processing multi-modal communications is determined. Based on determining that the telephonic device is not capable of processing multi-modal communications, the IVR is enabled to access and audibly deliver voice page content to the caller via the voice communications session. Alternatively, based on determining that the telephonic device is capable of processing multi-modal communications, the call handling system is configured to exchange multi-modal communications with the telephonic device during the call.

Claims

1. A method for multi-modal interaction comprising:

identifying, by a processor, a telephony call from an end user device, the telephony call being placed to a particular number;

transmitting, by the processor, a signal for establishing a voice communication session with the end user device in response to the telephony call;

identifying, by the processor, one or more voice pages configured for an entity associated with the particular number, wherein the processor is configured to host other voice pages for other entities serviced by the processor for providing multi-modal interaction for calls directed to the other entities, the one or more voice pages including computer instructions for engaging in communication via voice, and via a communication mode other than voice;

retrieving, by the processor, the one or more voice pages from a data storage device;

executing, by the processor, the computer instructions included in the one or more retrieved voice pages for exchanging voice information with the end user device during the voice communication session;

determining, by the processor, whether the end user device is equipped to communicate via the communication mode other than voice; and

in response to determining, by the processor, that the end user device is equipped to communicate via the communication mode other than voice, transmitting, by the processor, one or more signals for executing content of one or more multimedia pages associated with the one or more retrieved voice pages for enabling exchange of text, image, or video information with the end user device via a data communications session, wherein the one or more signals for executing the content of one or more multimedia pages is invoked by the computer instructions included in the one or more retrieved voice pages.

2. The method of claim 1, wherein the processor is hosted by an interactive voice response (IVR) system, and the exchange of text, image, or video information is via a server coupled to the IVR.

3. The method of claim 2, the method further comprising transmitting a signal for configuring an application in the end user device for enabling the end user device to exchange text, image, or video data with the server via the data communications session, and exchange voice information via the voice communications session.

4. The method of claim 2 further comprising:

allocating shared memory for interacting with the end user device; and

enabling the server to read from and write to the shared memory during interaction with the end user device.

5. The method of claim 1, wherein the communicating of voice information via the voice communication session occurs concurrently with the communicating of text, image, or video information via the data communication session.

6. The method of claim 1, wherein the one or more voice pages includes a reference to the one or more multimedia pages.

7. The method of claim 6, wherein the one or more signals for executing content of the one or more multimedia pages, are transmitted in response to encountering the reference to the one or more multimedia pages when executing the one or more voice pages.

8. The method of claim 1, wherein the one or more multimedia pages include a link to the one or more voice pages.

9. The method of claim 8, wherein the executing of the content of the one or more voice pages occurs in response to encountering a reference to the one or more voice pages during executing content of the one or more multimedia pages.

10. A system for multi-modal interaction comprising:

processor; and

memory, wherein the memory includes instructions that, when executed by the processor, cause the processor to;

identify a telephony call from an end user device, the telephony call being placed to a particular number;

transmit a signal for establishing a voice communication session with the end user device in response to the telephony call;

identify one or more voice pages configured for an entity associated with the particular number, wherein the processor is configured to host other voice pages for other entities serviced by the processor for providing multi-modal interaction for calls directed to the other entities, the one or more voice pages including computer instructions for engaging in communication via voice, and via a communication mode other than voice;

retrieve the one or more voice pages from a data storage device;

execute the computer instructions included in the one or more retrieved voice pages for exchanging voice information with the end user device during the voice communication session;

determine whether the end user device is equipped to communicate via the communication mode other than voice; and

in response to determining that the end user device is equipped to communicate via a communication mode other than voice, transmit one or more signals for executing content of one or more multimedia pages associated with the one or more retrieved voice pages for enabling exchange of text, image, or video information with the end user device via a data communications session, wherein the one or more signals for executing the content of one or more multimedia pages is based on the computer instructions included in the one or more retrieved voice pages.

11. The system of claim 10, wherein the processor is hosted by an interactive voice response (IVR) system, and the exchange of text, image, or video information is via a server coupled to the IVR.

12. The system of claim 11, wherein the memory has instructions that further cause the processor to transmit a signal for configuring an application in the end user device for enabling the end user device to exchange text, image, or video data with the server via the data communications session, and exchange voice information via the voice communications session.

13. The system of claim 11, wherein the memory has instructions that further cause the processor to:

allocate shared memory for interacting with the end user device; and

enable the server to read from and write to the shared memory during interaction with the end user device.

14. The system of claim 11, wherein the communicating of voice information via the voice communication session occurs concurrently with the communicating of text, image, or video information via the data communication session.

15. The system of claim 11, wherein the one or more voice pages includes a reference to the one or more multimedia pages.

16. The system of claim 15, wherein the one or more signals for executing content of the one or more multimedia pages, are transmitted in response to encountering the reference to the one or more multimedia pages when executing the one or more voice pages.

17. The system of claim 11, wherein the one or more multimedia pages include a link to the one or more voice pages.

18. The system of claim 17, wherein the executing of the content of the one or more voice pages occurs in response to encountering a reference to the one or more voice pages during executing content of the one or more multimedia pages.