Interface between a virtual personal assistant and an interactive voice response system

• US 10,402,434 B1
• Filed: 09/04/2018
• Issued: 09/03/2019
• Est. Priority Date: 03/29/2012
• Status: Active Grant

• Current Assignee: Open Invention Network LLC
• Original Assignee: Open Invention Network LLC
• Inventors: Wohlsen, Robert C., Ethridge, Jason
• Primary Examiner(s): Bataille, Frantz
• Application Number:
  US16/121,263
• Time in Patent Office: Days
• Field of Search: None
• CPC Class Codes: G06F 16/3334 Selection or weighting of terms from queries, including natural language queries
• CPC Class Codes: G06F 16/90328 using search space presentation or visualization, e.g. category or range presentation and selection
• CPC Class Codes: H04L 12/1813 for computer conferences, e.g. chat rooms instant messaging H04L51/04; protocols for multimedia communication H04L65/1101; arrangements for multi-party communication H04L65/403; telephonic conference arrangements H04M3/56; television conference systems H04N7/15
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04L 51/58 Message adaptation for wireless communication
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04M 1/72445 for supporting Internet browser applications
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods

Abstract

In order to make existing IVR transactions visible to mobile device users that utilize a Virtual Personal Assistant (VPA), an interface is provided for an IVR system. The interface receives a transaction request from a VPA for a transaction provided by the IVR system and determines the transaction pertaining to the request. The interface then executes the respective IVR transaction application and converts the voice prompts of the IVR application to semantic data requests that can be interpreted by the VPA. The interface can provide data to the IVR application from data provided in the initial transaction request. Any missing data fields can be requested from the VPA. If the VPA is unable to provide the missing data from data available to the VPA, the VPA is able to prompt the user with text, audio and/or images prompts to obtain the missing data for the transaction.

Claims

1. A method for providing a transaction to a mobile device executing a Virtual Personal Assistant (VPA) from an Interactive Voice Response (IVR) system, comprising:

establishing a connection between a mobile device executing a VPA and an interface in the IVR system;

receiving into the interface of the IVR system from the VPA a transaction request for a transaction provided by the IVR system, the transaction request including user data for a transaction;

executing an IVR application based on the transaction request, the IVR application comprising a sequential script of voice prompts configured to prompt for data using a script of voice prompts; and

providing the transaction pertaining to the IVR application to a user of the mobile device from which the transaction request was received;

wherein executing the IVR application comprises;

determining a plurality of data fields required for the IVR application comprising processing the sequential script of voice prompts so that when a data field is encountered in the script, the interface replaces one or more voice prompts with a search of the user data provided by the VPA;

processing the transaction request in the interface to extract data for the plurality of data fields; and

providing the extracted data fields to the IVR application.

2. The method of claim 1, wherein executing the determined IVR application comprises:

determining one or more required data fields of the IVR application; and

processing the transaction request to determine one or more of the required data fields missing from the transaction request.

3. The method of claim 2, comprising indicating from the interface of the IVR to the VPA the one or more missing data fields.

4. The method of claim 2, comprising:

receiving the one or more missing data fields from the VPA;

passing a transaction data set comprising the received one or more missing data fields from the IVR application to a transaction agent of the IVR system; and

executing the transaction pertaining to the transaction data set in the transaction agent.

5. The method of claim 3, wherein receiving the one or more missing data fields comprises receiving a transaction request comprising a complete transaction data set from the VPA into the interface.

6. The method of claim 3, comprising assigning a transaction ID to the transaction request in the interface, wherein indicating the one or more missing data fields comprises indicating the transaction ID.

7. The method of claim 6, wherein receiving the one or more missing data fields comprises receiving the transaction ID and the one or more missing data fields from the VPA, the method further comprising adding the received one or more missing data fields to the required data fields of the IVR application in the interface.

8. The method of claim 2, wherein indicating the one or more missing data fields comprises:

providing a machine understandable semantic request for one or more of the one or more missing data fields that can be interpreted by the VPA; and

providing one or more user presentations that prompt the user for one or more of the one or more missing data fields.

9. The method of claim 8, wherein the one or more user presentations comprise one or more audio recordings obtained from the IVR application.

10. The method of claim 8, comprising:

receiving into the interface a spoken response spoken by the user of the mobile device in response to one or more of the one or more user presentations; and

processing the spoken response in the interface to extract one or more of the missing data fields from the spoken response.

11. The method of claim 1, wherein the transaction request comprises a spoken input spoken by the user of the mobile device, the method comprising applying a statistical language model to the spoken input in the interface to determine the IVR application pertaining to the transaction request.

12. The method of claim 1, wherein executing the determined IVR application in the interface comprises providing a sequence of prompts from the IVR to the VPA according to a work flow of the determined IVR application.

13. An Interactive Voice Response (IVR) system, comprising:

one or more transaction applications executable by at least one processor of the IVR system, each of the one or more transaction applications programmed to obtain a transaction data set for a transaction of the respective transaction application using a series of voice prompts;

a transaction agent configured to execute the respective transaction using the transaction data set; and

an interface configured to;

execute a transaction application in response to a transaction request received from a Virtual Personal Assistant (VPA) of a mobile device;

convert one or more voice prompts of a transaction application to one or more data requests; and

provide responses, by the VPA, to the one or more data requests using data stored on the mobile device without needing to prompt a user of the mobile device;

wherein an IVR application from the transaction request is determined, the IVR application comprising a sequential script of voice prompts configured to prompt for data using a script of voice prompts;

wherein a plurality of data fields required for the IVR application is determined comprising the sequential script of voice prompts being processed such that when a data field is encountered in the script, the interface replaces one or more voice prompts with a search of the user data provided by the VPA.

14. The system of claim 13, wherein the interface is configured to

determine one or more required data fields of the transaction application;

process the transaction request to extract one or more of the one or more required data fields;

provide the extracted data fields to the transaction application.

15. The system of claim 13, wherein the interface is configured to:

determine one or more required data fields of the transaction application;

process the transaction request to determine one or more of the required data fields missing from the transaction request; and

request the missing data fields from the VPA.

16. The system of claim 15, wherein the interface is configured to request the one or more missing data fields by:

providing to the VPA a machine understandable semantic request for one or more of the one or more missing data fields that can be interpreted by the VPA; and

providing to the VPA one or more user presentations that prompt the user for one or more of the one or more missing data fields.

17. The system of claim 16, wherein the one or more user presentations comprise one or more audio recordings obtained from the IVR application.

18. The system of claim 16, wherein the interface is configured to:

receive a spoken response spoken by the user of the mobile device in response to one or more of the one or more user presentations; and

process the spoken response to extract one or more of the missing data fields from the spoken response.

19. A non-transitory computer readable medium comprising computer executable instructions, that, when executed by one or more processors, cause the one or more processors to:

establish a connection between a mobile device that executes a VPA and an interface in the IVR system;

receive into the interface of the IVR system from the VPA a transaction request for a transaction provided by the IVR system, the transaction request including user data for a transaction;

execute an IVR application based on the transaction request, the IVR application comprising a sequential script of voice prompts configured to prompt for data using a script of voice prompts; and

provide the transaction pertaining to the IVR application to a user of the mobile device from which the transaction request was received;

wherein an execution of the IVR application comprises;

determine a plurality of data fields required for the IVR application comprising the sequential script of voice prompts being processed so that when a data field is encountered in the script, the interface replaces one or more voice prompts with a search of the user data provided by the VPA;

process the transaction request in the interface to extract data for the plurality of data fields; and

provide the extracted data fields to the IVR application.

20. The non-transitory computer readable medium according to claim 19, comprising computer executable instructions, that, when executed by the one or more processors, cause the one or more processors to provide one or more data fields from the transaction request to the IVR application.