System and method for utilizing virtual agents in an interactive voice response application
First Claim
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1. A method of processing calls comprising:
- establishing at least a portion of a connection between a party and an interactive voice response (IVR) system, the IVR system configured to provide a plurality of virtual agents associated with virtual departments;
prompting the party with a first virtual agent when addressing content related to a first virtual department;
receiving a party utterance;
processing the party utterance;
selecting a second virtual department responsive to the party utterance; and
prompting the party with a second virtual agent, the second virtual agent having characteristics associated with issues addressed by the second virtual department.
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Abstract
The present disclosure provides a system and method configured to establish a connection with a party at an interactive voice response (IVR) system and provide a plurality of virtual agents associated with virtual departments based on a current stage within the process. A caller or party can be prompted with a first virtual agent when addressing content related to a first virtual department and prompted by a second virtual agent when addressing content related to a second virtual department.
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Citations
23 Claims
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1. A method of processing calls comprising:
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establishing at least a portion of a connection between a party and an interactive voice response (IVR) system, the IVR system configured to provide a plurality of virtual agents associated with virtual departments;
prompting the party with a first virtual agent when addressing content related to a first virtual department;
receiving a party utterance;
processing the party utterance;
selecting a second virtual department responsive to the party utterance; and
prompting the party with a second virtual agent, the second virtual agent having characteristics associated with issues addressed by the second virtual department. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An interactive voice system comprising:
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a processor configured to initiate a provisioning of audio to a party of a given call;
a memory configured to store instructions useable by the processor to indicate a stage of the given call, a voice library operable to store at least a first voice personality and a second personality; and
an output engine configured to use the first voice personality to prompt the party at a first stage of the given call and to use a second voice personality at a second stage of the given call, the output engine configured to provide the first and second voice personalities based on the subject matter of the the first stage and the second stage. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. An interactive voice response method comprising:
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establishing a connection with a party, prompting the party with a first voice personality in a first stage of an interactive voice response (IVR) menu, the first stage having a first subject matter;
receiving a party'"'"'s utterance responsive to the prompting;
advancing to a second stage of the IVR menu having different subject matter based on a party'"'"'s request; and
using a second voice personality to interface the caller when addressing the second subject matter. - View Dependent Claims (16, 17, 18)
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19. A computer readable medium tangibly embodying a program of instructions to manipulate a computing platform:
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to engage in a call with a party to the call;
to prompt the party with a first voice personality in a first stage of an interactive voice response (IVR) menu;
to receive an utterance from the party;
to advance to a second stage of the IVR menu; and
to use a second voice personality in the second stage of the IVR menu wherein the second voice personality is selected based on a type of assistance provided by the second stage of the IVR system. - View Dependent Claims (20, 21, 22, 23)
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Specification