Methods for using an interactive voice recognition system
First Claim
1. A method for using an interactive voice recognition system for communication between a user and a service provider, the method comprising:
- establishing a connection between the user and the interactive voice recognition system; and
monitoring availability of a human advisor located at the service provider;
wherein if a first user response is mis-recognized by the interactive voice recognition system, and the human advisor is unavailable, the method further includes attempting to recognize a second user response via the interactive voice recognition system;
and wherein if the first user response or the second user response is mis-recognized by the interactive voice recognition system, and the human advisor is available, the method further includes transferring the connection so that the user is connected with the human advisor.
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Abstract
A method for using an interactive voice recognition system for communication between a user and a service provider includes establishing a connection between the user and the interactive voice recognition system. The availability of a human advisor located at a call center is monitored. If a first user response is mis-recognized by the interactive voice recognition system, and the human advisor is unavailable, the method further includes attempting to recognize a second user response via the interactive voice recognition system. If the first user response or the second user response is mis-recognized by the interactive voice recognition system, and the human advisor is available, the method further includes transferring the connection so that the user is connected with the human advisor.
35 Citations
21 Claims
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1. A method for using an interactive voice recognition system for communication between a user and a service provider, the method comprising:
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establishing a connection between the user and the interactive voice recognition system; and monitoring availability of a human advisor located at the service provider; wherein if a first user response is mis-recognized by the interactive voice recognition system, and the human advisor is unavailable, the method further includes attempting to recognize a second user response via the interactive voice recognition system; and wherein if the first user response or the second user response is mis-recognized by the interactive voice recognition system, and the human advisor is available, the method further includes transferring the connection so that the user is connected with the human advisor. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for using an interactive voice recognition system for communication between a user and a service provider, the method comprising:
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establishing a connection, via an in-vehicle telematics unit, between a user and the interactive voice recognition system in selective communication with one or more human advisors; monitoring availability of the one or more human advisors; receiving a first user utterance at the interactive voice recognition system; and attempting recognition of the first user utterance; wherein the interactive voice recognition system is configured to attempt recognition of a second user utterance if the first user utterance is mis-recognized and if all of the one or more human advisors are unavailable; and wherein the interactive voice recognition system is configured to establish communication between the user and one of the one or more human advisors if the first user utterance is mis-recognized and if one of the one or more human advisors is available. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A communication system, comprising:
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an in-vehicle telematics unit; an interactive voice recognition system in selective communication with the in-vehicle telematics unit; and at least one human advisor in selective communication with the interactive voice recognition system and the in-vehicle telematics unit; wherein the interactive voice recognition system is configured to attempt recognition of at least one subsequent user utterance if an initial user utterance is mis-recognized and the at least one human advisor is unavailable; and wherein the interactive voice recognition system is configured to establish communication between the user and the at least one human advisor if the initial user utterance is mis-recognized and the at least one human advisor is available. - View Dependent Claims (17, 18, 19, 20, 21)
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Specification