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Sequential presentation of long instructions in an interactive voice response system

  • US 20030143981A1
  • Filed: 01/30/2002
  • Published: 07/31/2003
  • Est. Priority Date: 01/30/2002
  • Status: Active Grant
First Claim
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1. A method of sequentially presenting instructions in a telephone call placed to an interactive voice response system (IVR) of a customer service center, comprising:

  • receiving a call from a caller;

    presenting a main menu comprising a plurality of messages to the caller, each main menu message representing a procedure;

    prompting the caller to select from one of the main menu messages;

    presenting a sequence of instructions to the caller according to the caller'"'"'s selection, each instruction identifying a task to be performed by the caller that is distinct from interaction with the IVR system, wherein the tasks collectively constitute the procedure;

    automatically pausing the sequence of instructions after each instruction for a predetermined amount of time so as to permit the caller to perform the task identified in an instruction; and

    querying the caller after each instruction as to whether the caller has performed the task identified in the instruction.

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