Web-based generation of telephony-based interactive voice response applications

• US 20030039341A1
• Filed: 08/07/2002
• Published: 02/27/2003
• Est. Priority Date: 11/30/1998
• Status: Abandoned Application

• Current Assignee: Frederick Murray Burg, Joseph Desimone
• Original Assignee: Frederick Murray Burg, Joseph Desimone
• Inventors: Burg, Frederick Murray, DeSimone, Joseph
• Application Number:
  US10/213,943
• Publication Number:
  US 20030039341A1
• Time in Patent Office: Days
• US Class Current: 379/88.16
• CPC Class Codes: H04M 1/64 Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations centralised dictation systems H04M11/10
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: Y10S 379/908 Multimedia

Abstract

A method of analyzing a menu structure associated with an interactive voice system that supports interactive voice response users is disclosed. A graphical representation of the menu structure is generated and communicated to an on-line user. The graphical representation is used by the on-line user to select graphical menu items corresponding to interactive voice response prompts.

Claims

1. A method comprising the steps of:

analyzing a menu structure associated with an interactive voice response system that supports interactive voice response users;

generating a graphical representation of the menu structure,

communicating said graphical representation to an on-line user, said graphical representation being used by said on-line user to select graphical menu items corresponding to interactive voice response prompts.

2. The method of claim 1 further comprising connecting the on-line user to another party, the party corresponding to the user'"'"'s selection of at least one choice on the graphical representation of the interactive voice response menu.

3. The method of claim 1 further comprising connecting the on-line user to another party, the party corresponding to the user'"'"'s selection of at least one choice on the graphical representation of the interactive voice response menu by a telephone connection.

4. The method of claim 3 wherein the telephone connection is an Internet telephony connection.

5. The method of claim 2, wherein the step of connecting further comprises the step of replicating responses to interactive voice response prompts.

6. The method of claim 2, wherein the step of connecting further comprises the step of bypassing interactive voice response prompts.

7. A method comprising:

analyzing a menu structure that supports interactive voice response users;

generating a representation of the menu structure using the analysis, the representation being usable for on-line users;

connecting an on-line user to a choice on the representation of the menu structure by a telephone connection.

8. The method of claim 7 wherein the telephone connection is an Internet telephony connection.

9. The method of claim 7, wherein the step of connecting further comprises the step of replicating responses to interactive voice response prompts.

10. The method of claim 7 wherein the step of connecting further comprises the step of bypassing interactive voice response prompts.

11. A method comprising the steps of:

receiving selection of one or more graphical links on a web page from an on-line user, said links corresponding to prompts contained in a menu structure, said menu structure supporting interactive voice response users;

placing a call to an interactive voice system;

correlating the on-line selection of graphical links to corresponding interactive voice response prompts; and

automatically responding to the corresponding interactive voice response prompts.

12. The method of claim 11, wherein the step of automatically responding further comprises the step of replicating responses to interactive voice response prompts.

13. The method of claim 11, wherein the step of automatically responding further comprises the step of bypassing interactive voice response prompts.