Interactive voice response system that enables an easy input in menu option selection

• US 20030099335A1
• Filed: 11/21/2002
• Published: 05/29/2003
• Est. Priority Date: 11/28/2001
• Status: Abandoned Application

• Current Assignee: Matsushita Electric Industrial Company Limited (Panasonic Holdings Corporation)
• Original Assignee: Matsushita Electric Industrial Company Limited (Panasonic Holdings Corporation)
• Inventors: Maruyama, Tomoaki, Tanaka, Nobuaki, Uranaka, Hiroshi
• Application Number:
  US10/300,776
• Publication Number:
  US 20030099335A1
• Time in Patent Office: Days
• US Class Current: 379/88.16
• CPC Class Codes: H04L 67/04 specially adapted for terminals or networks with limited capabilities; specially adapted for terminal portability
• CPC Class Codes: H04M 2250/56 including a user help function
• 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

Abstract

An interactive voice response system including a terminal and a center apparatus is disclosed. The terminal has a ten-key pad having a plurality of keys, which are so arranged as to emit lights in response to a control signal. The apparatus has a voice response program including one or more menus. The apparatus sends an audio guide for one of the menus to the terminal. The audio guide comprises audio option guides for menu options of the menu. The menu options and corresponding key IDs are extracted from the audio guide and sent to the terminal. Then, the menu options and the corresponding key IDs are displayed on a display device. The terminal also causes keys of the corresponding key IDs to emit lights. In response to an input of one of the keys, a signal associated with the key is sent to the apparatus.

Claims

1. A center apparatus for providing an interactive voice response associated with a key input by a user at a terminal device via communication medium, the center apparatus comprises:

means for communicating with said terminal device;

voice sending means for send a voice signal corresponding to a given data to said terminal device through said communication means;

means for storing a voice response script that describes a procedure of said interactive voice response, said voice response script including at least one menu portion which permits the user to select one of menu options; and

means for storing software means for interpreting and executing said voice response script, and

control means responsive to a call from said terminal device for establishing said call and controlling said software means to execute said voice response script, said software means including;

audio guide sending means for causing an audio guide for one of said at least one menu to be transmitted to said terminal device, said audio guide comprising audio option guides for menu options of said one menu; and

option sending means for extracting option information for each menu option from said menu portion and causing said extracted option information to be transmitted to said terminal device,

whereby said terminal device can display said extracted option information for each menu option on a display screen and cause the keys identified by respective key IDs included in said option information to emit lights.

2. A center apparatus as defined in claim 1, wherein said option sending means extracts a key ID for each menu option prior to said audio guide sending means

3. A center apparatus as defined in claim 1, wherein said audio guide sending means includes option guide sending means for causing said audio option guide for one of said menu options to be transmitted, and

wherein said option sending means includes means, activated prior to said option guide sending means, for extracting a key ID associated with said one of said menu options,

whereby said terminal device can cause a key of said key ID associated with said one of said menu options to emit light before putting out said audio option guide for one of said menu options.

4. A center apparatus as defined in claim 1, wherein said audio guide sending means includes audio option sending means for causing said audio option guide for one of said menu options to be transmitted to said terminal device, and

wherein said option sending means includes means, activated prior to said audio option sending means, for extracting said one of said menu options and a key ID associated with said one of said menu options,

whereby said terminal device can cause a key of said key ID associated with said one of said menu options to emit light and display said key ID and said one of said menu options before putting out said audio option guide for one of said menu options.

5. A center apparatus as defined in claim 1, wherein said audio guide sending means includes audio option sending means for causing said audio option guide for one of said menu options to be transmitted to said terminal device, and wherein said option sending means includes:

means for extracting all of said key IDs at a time; and

means, activated prior to said audio option sending means, for causing one of said extracted key IDs for said one of said menu options to be transmitted to said terminal device.

6. A center apparatus as defined in claim 1, wherein said voice response script is written in a language VoiceXML, wherein said option information for each menu option includes a key ID for the menu option, and wherein said option sending means includes means for extracting said key ID for each menu option from a <

dtmf>

statement. from a <

choice>

statement for the menu option

7. A center apparatus as defined in claim 3, wherein said voice response script is written in a language VoiceXML, wherein said option information for each menu option includes a key ID for the menu option, and wherein said option sending means includes means for extracting said key ID for each menu option from a <

choice>

statement for the menu option.

8. A center apparatus as defined in claim 4, wherein said voice response script is written in a language VoiceXML, wherein said option information for each menu option includes the menu option and a key ID for the menu option, and wherein said option sending means includes means for extracting each menu option and said key ID, for each menu option form a <

choice>

statement for the menu option.

9. A communication device capable of communicating a voice and data with an apparatus for interactively providing a voice response associated with one of menu options of one of at least one menu, the communication device comprising:

means for dialing a desired destination, said dialing means including an input device having a plurality of keys, said keys being so arranged as to emit lights in response to a control signal;

a display device for displaying at least characters;

audio output means for providing an audio output in response to a given signal;

receiving means for receiving menu options of said one menu and corresponding key IDs; and

displaying means for displaying said menu options and said corresponding key IDs on said display device;

light emitting means for causing keys of said corresponding key IDs to emit lights; and

means, responsive to an input of one of said plurality of keys, for sending a signal associated with said one key to said apparatus.

10. A communication device as defined in claim 9, wherein said displaying means and said light emitting means operate on receiving said menu options of said one menu and said corresponding key IDs.

11. A communication device as defined in claim 9, wherein said receiving means includes second receiving means for receiving a key ID associated with said one of said menu options from said apparatus;

wherein said light emitting means includes means, responsive to said second receiving means, for causing a key identified by said key ID to emit light, and

wherein the communication device further comprises means, responsive to a reception of an audio option guide for one of said menu options, for outing out said audio option guide through said audio output means.

12. A communication device as defined in claim 9, wherein said receiving means includes second receiving means for receiving said one of said menu options and a key ID associated with said one of said menu options from said apparatus;

wherein said light emitting means includes means, responsive to said second receiving means, for causing a key identified by said key ID to emit light, and

wherein said displaying means includes means, responsive to said second receiving means, for displaying said one of said menu options and said key ID on said display device.

13. A communication device as defined in claim 12, further comprising:

means, responsive to a reception of an audio option guide for one of said menu options, for outing out said audio option guide through said audio output means.

14. A communication device capable of communicating a voice and data with an apparatus for interactively providing a voice response associated with one of menu options of one of at least one menu, comprising:

a speaker;

a display device for displaying at least characters;

means for dialing a desired destination, said dialing means including at least a ten key pad having a plurality of keys, said keys being so arranged as to emit lights in response to a control signal;

means for storing a voice response script that describes a procedure of said interactive voice response, said voice response script including at least one menu portion which permits the user to select one of menu options;

means for storing software means for interpreting and executing said voice response script; and

control means activated in response to a detection of a call origination to the center apparatus for controlling said software means to execute said voice response script, said software means including;

means for causing an audio guide for one of said at least one menu to be output through said speaker, said audio guide comprising audio option guides for menu options of said one menu; and

means for extracting option information for each menu option from said menu portion;

means for displaying said extracted option information on said display device;

means for causing keys identified by said extracted option information to emit lights; and

means, responsive to an input of one of said plurality of keys, for sending a signal associated with said one key to said apparatus.

15. A device that operates so as to meet the user'"'"'s needs through a dialogue with the user, the device comprising:

a speaker;

a display device for displaying at least characters;

means for inputting data, said inputting means including at least a ten key pad having a plurality of keys, said keys being so arranged as to emit lights in response to a control signal;

means for storing a voice response script that describes a procedure of said interactive voice response, said voice response script including at least one menu portion which permits the user to select one of menu options;

means for storing software means for interpreting and executing said voice response script, and

control means for controlling said software means to execute said voice response script, wherein said software means includes;

means for causing an audio guide for one of said at least one menu to be output through said speaker, said audio guide comprising audio option guides for menu options of said one menu;

means for extracting said option information for each menu option from said menu portion;

means for displaying said option information for each menu option on said display device;

means for causing keys identified by said extracted option information to emit lights; and

means, responsive to an input of one of said plurality of keys, for using said input for operation of the device.