Method and system for creating automated voice response menus for telecommunications services

• US 20040032934A1
• Filed: 06/24/2002
• Published: 02/19/2004
• Est. Priority Date: 07/31/1998
• Status: Active Grant

• Current Assignee: Open Invention Network LLC
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Malik, Dale W.
• Granted Patent: US 7,454,005 B2
• Time in Patent Office: Days
• US Class Current: 379/88.16
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/53383 Message registering commands or announcements; Greetings

Abstract

A method and system for creating automated voice response menus for telecommunications services includes the creation of a task for the menu. The menu includes a group of pre-recorded messages assembled in manner to complete the task. The menu retrieves certain required inputs and certain optional inputs from a subscriber of the telecommunications service. The menu does not permit the user to provide other inputs or to select other menus. Instead, the menu uses straight-line processing to direct the user towards task completion. Once the task is complete, the user is immediately exited from the system.

Claims

1. A method for controlling user interaction with an automated voice response system, the method comprising the steps of:

providing a plurality of task options to a user, each of the plurality of task options corresponding to a task to be completed by a user via an automated voice response system;

receiving a user selection of one of the tasks to be completed;

receiving at least one required input for completion of the selected task;

preventing the user from selecting another of the plurality of tasks to be completed; and

completing the selected task using the at least one required input.

2. The method of claim 1, further comprising the step of receiving at least one optional input for completion of the task.

3. The method of claim 2, wherein the optional input directs the user to another automated voice response menu to complete a sub-task corresponding to the selected task.

4. The method of claim 1, further comprising the step of directing the user to a second automated voice response system menu for completion of a sub-task corresponding to the selected task.

5. The method of claim 1, wherein the step of providing a plurality of task options to a user comprises providing a pre-recorded message.

6. The method of claim 5, wherein the pre-recorded message is stored in a service circuit node.

7. The method of claim 1, wherein at least one of the at least one required inputs are binary.

8. The method of claim 1, wherein at least one of the tasks to be completed relates to the configuration of a telecommunications service.

9. The method of claim 8, wherein the telecommunications service comprises at least one of call forwarding, voicemail, and caller identification.

10. The method of claim 1, wherein at least one of the tasks to be completed relates to the use of a telecommunications service.

11. The method of claim 1, wherein the steps of receiving a user selection and receiving at least one required input involve receiving a dual tone multifrequency (DTMF) signal.

12. The method of claim 1, further comprising the step of preventing the user from returning to a previous automated voice response menu.

13. An automated voice response system for enabling a user to complete one of a plurality of tasks via a telephone, the automated voice response system comprising:

an automated voice response menu that defines a plurality of options to be presented to a user and a plurality of user responses corresponding to the plurality of options, the automated voice response menu configured such that the user completes a task associated with one of the plurality of options without selecting another task;

a service circuit node which stores the automated voice response menu and controls the presentation of and response to the automated voice response menu; and

a switch coupling the service circuit node to the user.

14. The automated voice response system of claim 13, further comprising a service control point coupled to the service circuit node, the service control point storing information related to the task to be completed.

15. The automated voice response system of claim 14, wherein the task to be completed relates to the configuration of a telecommunications service.

16. The automated voice response system of claim 15, wherein the telecommunications service comprises at least one of call forwarding, voicemail, and caller identification.

17. The automated voice response system of claim 16, wherein the task to be completed relates to a billing service.

18. The automated voice response system of claim 13, wherein the automated voice response menu comprises at least one optional input for the task to be completed.

19. The automated voice response system of claim 18, wherein the optional input directs the user to another automated voice response menu to complete a sub-task corresponding to the selected task.

20. The automated voice response system of claim 13, wherein the plurality of options are presented to the user via pre-recorded messages.

21. The automated voice response system of claim 13, wherein at least one of the at least one required inputs are binary.

22. The automated voice response system of claim 13, wherein the at least one required input is received via a dual tone multifrequency (DTMF) signal.

23. The automated voice response system of claim 13, wherein the automated voice response menu is further configured to prevent the user from returning to a previous automated voice response menu.

24. A service circuit node for presenting an automated voice response menu to a user that enables the user to complete a task via a telephone, the service circuit node comprising:

a processor;

a memory for storing a plurality of pre-recorded messages; and

a data assembly interface for assembling the pre-recorded messages into an automated voice response menu that defines a plurality of options to be presented to a user and a plurality of user responses corresponding to the plurality of options, the automated voice response menu configured such that the user completes a task associated with one of the plurality of options without selecting another task.

25. The service circuit node of claim 24, wherein the task to be completed relates to the configuration of a telecommunications service.

26. The service circuit node of claim 25, wherein the telecommunications service comprises at least one of call forwarding, voicemail, and caller identification.

27. The service circuit node of claim 26, wherein the task to be completed relates to a billing service.

28. The service circuit node of claim 24, wherein the automated voice response menu comprises at least one optional input for the task to be completed.

29. The service circuit node of claim 28, wherein the optional input directs the user to another automated voice response menu to complete a sub-task corresponding to the selected task.

30. The service circuit node of claim 24, wherein at least one of the at least one required inputs are binary.

31. The service circuit node of claim 24, wherein the at least one required input is received via a dual tone multifrequency (DTMF) signal.

32. The service circuit node of claim 24, wherein the automated voice response menu is further configured to prevent the user from returning to a previous automated voice response menu.

33. A method for creating an automated voice response menu that presents options to a user for completing a task, the method comprising the steps of:

storing a plurality of pre-recorded messages;

creating a task for a menu to be presented to the user;

creating at least one required input for completion of the task;

creating at least one feedback point for completion of the task; and

assembling the pre-recorded messages into a menu for presentation to the user, the menu containing the at least one required input and the at least one feedback point.

34. The method of claim 33, further comprising the step of creating at least one optional input for completion of the task.

35. The method of claim 34, wherein the optional input directs the user to a second automated voice response menu created to complete a sub-task of the task.

36. The method of claim 33, wherein the menu directs the user to a second automated voice response menu created to complete a sub-task of the task.

37. The method of claim 33, wherein the menu includes a count of a predetermined number of allowable errors.

38. The method of claim 33, wherein the plurality of pre-recorded messages are stored in a service circuit node.

39. The method of claim 33, wherein a majority of the at least one required inputs are binary.

40. The method of claim 33, wherein the task to be completed relates to the configuration of a telecommunications service.

41. The method of claim 40, wherein the telecommunications service comprises at least one of call forwarding, voicemail, and caller identification.

42. The method of claim 33, wherein at least one of the tasks to be completed relates to the use of a telecommunications service.

43. The method of claim 33, wherein the task to be completed relates to a billing service.

44. A method for directing a user through an automated voice response menu that presents options to a user for completing a task, the method comprising the steps of:

creating a task menu to be presented to the user;

creating at least one required input for completion of the task;

assembling a plurality of pre-recorded messages into a menu for presentation to the user, the menu containing the at least one required input;

retrieving the at least one required input from the user;

preventing the user from selecting an option unrelated to the task; and

completing the task using the at least one required input.

45. The method of claim 44, further comprising the step of preventing the user from returning to a previous menu having a second task.

46. The method of claim 44, further comprising the steps of:

creating at least one feedback point for the task;

including the at least one feedback point in the menu; and

presenting the at least one feedback point to the user.

47. The method of claim 44, wherein a majority of the at least one required inputs are binary.

48. The method of claim 44, wherein the task to be completed relates to the configuration of a telecommunications service.

49. The method of claim 48, wherein the telecommunications service comprises at least one of call forwarding, voicemail, and caller identification.

50. The method of claim 44, wherein at least one of the tasks to be completed relates to the use of a telecommunications service.

51. The method of claim 44, wherein the task to be completed relates to a billing service.

52. An automated voice response menu, embodied in a computer readable medium, for presenting options to a user for completing a task, the automated voice response menu comprising:

an entry point;

a completion point representing completion of a predetermined task; and

at least one required input for the task;

wherein the menu prevents the user from selecting an option unrelated to the task and the automated voice response menu prevents the user from returning to a previous menu having a second task.

53. The automated voice response menu of claim 52, further comprising at least one optional input for the task.

54. The automated voice response menu of claim 52, further comprising at least one feedback point for the user.

55. The method of claim 52, wherein the task to be completed relates to the configuration of a telecommunications service.

56. The method of claim 55, wherein the telecommunications service comprises at least one of call forwarding, voicemail, and caller identification.

57. The method of claim 52, wherein at least one of the tasks to be completed relates to the use of a telecommunications service.

58. The method of claim 52, wherein the task to be completed relates to a billing service.