Methods, systems, and products for processing responses in prompting systems

• US 20070263800A1
• Filed: 03/17/2006
• Published: 11/15/2007
• Est. Priority Date: 03/17/2006
• Status: Active Grant

• Current Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Original Assignee: Bellsouth Intellectual Property Corporation (AT&T, Inc.)
• Inventors: Zellner, Samuel
• Granted Patent: US 7,961,856 B2
• Time in Patent Office: Days
• US Class Current: 379/90.10
• CPC Class Codes: H04M 2201/18 Comparators
• 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

Methods, systems, and products are disclosed for processing responses in a prompting system. A response is received to a prompt and compared to a set of conditions for interpreting the response. If the response is not interpretable, then an alternative presentation of the prompt is obtained. A supplemental prompt is sent that presents the alternative presentation of the prompt.

Claims

1. A method for processing responses in a prompting system, comprising:

receiving a response to a prompt;

comparing the response to a set of conditions for interpreting the response;

if the response is not interpretable, then obtaining an alternative presentation of the prompt; and

sending a supplemental prompt that presents the alternative presentation of the prompt.

2. A method according to claim 1, wherein the step of receiving the response comprises receiving a spoken response, and wherein sending the supplemental prompt comprises sending at least one of a visual prompt and a textual prompt.

3. A method according to claim 1, wherein the step of receiving the response comprises receiving a tonal response, and wherein sending the supplemental prompt comprises sending at least one of a visual prompt and a textual prompt.

4. A method according to claim 1, further comprising obtaining a communications address and sending the supplemental response to the communications address.

5. A method according to claim 1, further comprising accessing a profile associated with a communications address of a communications device.

6. A method according to claim 1, further comprising accessing Composite Capabilities/Preference Profiles (CC/PP) information associated with a communications device.

7. A method according to claim 6, further comprising forming the supplemental response into the alternative presentation according to the Capabilities/Preference Profiles (CC/PP) information.

8. A system, comprising:

a prompting application stored in memory; and

a processor communicating with the memory,

wherein the processor receives a response to a prompt and compares the response to a set of conditions for interpreting the response, and

if the response is not interpretable, then the processor obtains an alternative presentation of the prompt and sends a supplemental prompt that presents the alternative presentation of the prompt.

9. A system according to claim 8, wherein the processor receives a spoken response, and wherein the processor sends the supplemental prompt comprising at least one of a visual prompt and a textual prompt.

10. A system according to claim 8, wherein the processor receives a tonal response, and wherein the processor sends the supplemental prompt comprising at least one of a visual prompt and a textual prompt.

11. A system according to claim 8, wherein the processor further obtains an alternative communications address and sends the supplemental response to the alternative communications address.

12. A system according to claim 8, wherein the processor further accesses a profile associated with a communications address of a communications device.

13. A system according to claim 8, wherein the processor further accesses Composite Capabilities/Preference Profiles (CC/PP) information associated with a communications device.

14. A system according to claim 13, wherein the processor further forms the supplemental response into the alternative presentation according to the Capabilities/Preference Profiles (CC/PP) information.

15. A computer program product storing computer code for performing the steps:

receiving a response to a prompt;

comparing the response to a set of conditions for interpreting the response;

if the response is not interpretable, then obtaining an alternative presentation of the prompt; and

sending a supplemental prompt that presents the alternative presentation of the prompt.

16. A computer program product according to claim 15, further comprising computer code for receiving a spoken response, and further comprising computer code for sending the supplemental prompt comprising at least one of a visual prompt and a textual prompt.

17. A computer program product according to claim 15, further comprising computer code for receiving a tonal response, and further comprising computer code for sending the supplemental prompt comprising at least one of a visual prompt and a textual prompt.

18. A computer program product according to claim 15, further comprising computer code for obtaining a communications address and for sending the supplemental response to the communications address.

19. A computer program product according to claim 15, further comprising computer code for accessing a profile associated with a communications address of a communications device.

20. A computer program product according to claim 15, further comprising computer code for i) accessing Composite Capabilities/Preference Profiles (CC/PP) information associated with a communications device and for ii) forming the supplemental response into the alternative presentation according to the Capabilities/Preference Profiles (CC/PP) information.