Associated information in structured voice interaction systems

• US 20070019794A1
• Filed: 04/22/2005
• Published: 01/25/2007
• Est. Priority Date: 04/22/2005
• Status: Active Grant

• Current Assignee: The Invention Science Fund I, L.L.C. (Intellectual Ventures LLC)
• Original Assignee: The Invention Science Fund I, L.L.C. (Intellectual Ventures LLC)
• Inventors: Jung, Edward, Cohen, Alexander, Malamud, Mark, Lord, Robert, Levien, Royce, Rinaldo, John
• Granted Patent: US 8,139,725 B2
• Time in Patent Office: Days
• US Class Current: 379/88.40
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• 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

A structured voice interaction system includes logic to communicate one or more voice prompts to a caller via a voice channel, and to communicate navigation information for the structured voice interaction system to the caller via a data channel. Voice prompts communicated to the caller via the voice channel connection are coordinated with the navigation information communicated via the data channel connection. Information not referenced by the voice channel prompts, but related to or associated with actions or options referenced by the voice channel prompts, is accessed, identified, and provided over the data channel connection.

Claims

1-69. -69. (canceled)

70. A method comprising:

establishing a voice channel connection with a structured voice interaction system;

establishing a data channel connection with the structured voice interaction system; and

receiving over the data channel connection navigation information for actions or options not referenced by voice channel prompts of the structured voice navigation system, but related to or associated with actions or options referenced by the voice channel prompts.

71. The method of claim 70, wherein establishing a data channel connection with the structured voice interaction system further comprises:

establishing at least one of a short message service connection, an enhanced message service connection, or a multimedia message service connection.

72. The method of claim 70, wherein receiving over the data channel connection navigation information for actions or options not referenced by voice channel prompts of the structured voice navigation system, but related to or associated with actions or options referenced by the voice channel prompts further comprises:

receiving over the data channel connection information from a source other than the structured voice interaction system.

73. The method of claim 72, wherein receiving over the data channel connection information from a source other than the structured voice interaction system further comprises:

receiving information for actions and/or options available via a third party, the actions and/or options available via a third party related to and/or associated with actions and/or options referenced by voice prompts communicated by the structured voice interaction system via the voice channel connection.

74. The method of claim 72, wherein receiving over the data channel connection information from a source other than the structured voice interaction system further comprises:

receiving information for actions and/or options available via a source closely associated with but distinct from the structured voice interaction system.

75. The method of claim 72, wherein receiving over the data channel connection information from a source other than the structured voice interaction system further comprises:

receiving information for actions and/or options available via a third party, the actions and/or options available via a third party related to and/or associated with actions and/or options referenced by navigation information communicated by the structured voice interaction system via the data channel connection.

76. The method of claim 70, further comprising:

providing one or more navigation commands to the structured voice interaction system over either or both of the voice or data channels, the one or more navigation commands representing selections of one or more of the actions not referenced by voice channel prompts of the structured voice navigation system, but related to or associated with actions or options referenced by the voice channel prompts.

77. The method of claim 70, further comprising:

receiving navigation information for the structured voice interaction system from a source other than the structured voice interaction system.

78. The method of claim 70, further comprising:

invoking, via either or both of the voice or data channel connections, actions and/or options available via the third party.

79. A structured voice interaction system comprising:

logic to communicate one or more voice prompts to a caller via a voice channel;

logic to communicate navigation information for the structured voice interaction system to the caller via a data channel;

logic to coordinate the one or more voice prompts communicated to the caller via the voice channel connection with the navigation information communicated via the data channel connection; and

logic to identify and access information not referenced by the voice channel prompts, but related to or associated with actions or options referenced by the voice channel prompts, and to provide over the data channel connection navigation information for the information related to or associated with actions or options referenced by the voice channel prompts.

80. The structured voice interaction system of claim 79, wherein the logic to communicate navigation information for the structured voice interaction system to the caller via a data channel further comprises:

logic to communicate navigation information to the caller via at least one of a short message service connection, an enhanced message service connection, or a multimedia message service connection.

81. A method comprising:

establishing a voice channel connection with a structured voice interaction system;

establishing a data channel connection with the structured voice interaction system; and

receiving over the data channel connection navigation information comprising at least one geographic map and geographic map location information for one or more of people, places, products, services, or activities referenced by voice channel prompts of the structured voice interaction system.

82. The method of claim 81, further comprising:

receiving navigation information for lower levels of the structured voice interaction system comprising a smaller geographic area than navigation information received for higher levels of the structured voice interaction system.

83. The method of claim 81, further comprising:

presenting indications corresponding to the geographic map location information on a geographic map produced from the navigation information.

84. A method comprising:

establishing a voice channel connection with a structured voice interaction system;

establishing a data channel connection with the structured voice interaction system; and

receiving over the data channel connection navigation information comprising at least one organization chart and organization chart location information for one or more of people, departments, groups, teams, offices, services, or activities referenced by voice channel prompts of the structured voice interaction system.

85. The method of claim 84, wherein establishing a data channel connection with the structured voice interaction system further comprises:

establishing at least one of a short message service connection, an enhanced message service connection, or a multimedia message service connection.

86. The method of claim 84, wherein establishing a voice channel connection with a structured voice interaction system further comprises:

establishing a voice channel connection with a personal device.

87. The method of claim 86, wherein establishing a voice channel connection with a personal device further comprises:

establishing a voice channel connection with at least one of a personal computer, a laptop computer, a hand-held device, a telephone, a gaming device, a telephone answering device, a recorded message device, a switchboard device, or a voice mail system.

88. The method of claim 87, wherein the telephone further comprises:

at least one of a cell phone, a wireless handset, a display phone or a personal digital assistant, a laptop, or a handheld computer with telephony capability.

89. The method of claim 84, wherein establishing a voice channel connection with a structured voice interaction system further comprises:

establishing a voice channel connection with at least one of a call center, a consumer information service, a help line, a technical support line, a gaming service, or a customer service center.