SEQUENTIAL PRESENTATION OF LONG INSTRUCTIONS IN AN INTERACTIVE VOICE RESPONSE SYSTEM

• US 20080089491A1
• Filed: 10/22/2007
• Published: 04/17/2008
• Est. Priority Date: 01/30/2002
• Status: Active Grant

• Current Assignee: AT&T Labs Incorporated (AT&T, Inc.)
• Original Assignee: AT&T Labs Incorporated (AT&T, Inc.)
• Inventors: BUSHEY, Robert, KORTUM, Philip
• Granted Patent: US 7,453,994 B2
• Time in Patent Office: Days
• US Class Current: 379/88.18
• 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 method of presenting instructions to a user sending an incoming communication to a service center includes presenting a menu to the user. The menu includes a plurality of procedure descriptors to the user. The user is presented, according to a selection of one of the procedure descriptors by the user, a sequence of instructions which enable completion of a procedure described by the selected procedure descriptor. The incoming communication is transferred at a position in the sequence of instructions to a representative. The incoming communication is also transferred back to the same position in the sequence of instructions.

Claims

1. A method of presenting instructions to a user sending an incoming communication to a service center, comprising:

presenting a menu comprising a plurality of procedure descriptors to the user;

presenting to the user, according to a selection of one of the plurality of procedure descriptors by the user, a sequence of instructions which enable completion of a procedure described by the selected procedure descriptor;

transferring the incoming communication at a position in the sequence of instructions to a representative; and

transferring the incoming communication back to the same position in the sequence of instructions.

2. The method according to claim 1,

wherein the instructions each identify a task to be performed by the user that is distinct from interaction with the service center.

3. The method according to claim 2, further comprising:

automatically pausing the sequence of instructions after each instruction for a predetermined amount of time so as to permit the user to perform the task identified in the instruction.

4. The method according to claim 2, further comprising:

querying the user after each instruction as to whether the user has performed the task identified in the instruction.

5. The method according to claim 1,

wherein each instruction is designed such that an amount of information presented in each instruction does not exceed at least one of the user'"'"'s memory and the user'"'"'s cognitive ability.

6. The method according to claim 1, further comprising:

classifying the user.

7. The method according to claim 6, further comprising:

providing a plurality of optional instructions based on the classification.

8. The method according to claim 6, further comprising:

presenting a subset of the sequence of instructions based on the classification.

9. A method of presenting instructions to a user sending an incoming communication to a service center, comprising:

presenting a menu including a plurality of procedure descriptors to the user;

presenting to the user, according to a selection of one of the plurality of procedure descriptors by the user, a sequence of instructions which each identify a task to be performed by the user that is distinct from interaction with the service center; and

automatically pausing the sequence of instructions after each instruction for a predetermined amount of time so as to permit the user to perform the task identified in the instruction.

10. The method according to claim 9, further comprising:

transferring the incoming communication at a position in the sequence of instructions to a representative; and

transferring the incoming communication back to the same position in the sequence of instructions.

11. The method according to claim 10, further comprising:

querying the user after each instruction as to whether the user has performed the task identified in the instruction.

12. The method according to claim 11, further comprising:

eliciting a problem encountered by the user based on the user'"'"'s response to the query.

13. The method according to claim 12, further comprising:

presenting a solution instruction to the user based on the elicited problem.

14. A method of presenting instructions to a user sending an incoming communication to a service center, comprising:

presenting a menu including a plurality of procedure descriptors to the user;

presenting to the user, according to a selection of one of the plurality of procedure descriptors by the user, a sequence of instructions which each identify one of a plurality of tasks, distinct from interaction with the service center, that collectively constitute the procedure and that are to be performed by the user; and

querying the user after each instruction as to whether the user has performed the task identified in the instruction.

15. The method according to claim 14, further comprising:

transferring the incoming communication at a position in the sequence of instructions to a representative; and

transferring the incoming communication back to the same position in the sequence of instructions.

16. The method according to claim 15,

wherein a variable representing the position in the sequence of instructions is sent to the representative.

17. The method according to claim 16,

wherein the variable is sent to the representative using a device distinct from a device that transfers the incoming communication to the representative.

18. The method according to claim 15, further comprising:

repeating at least one of the sequence of instructions based on input from the user.

19. The method according to claim 18, further comprising:

sequentially returning to at least one of the sequence of instructions based on a request from the user.

20. The method according to claim 19, further comprising:

proceeding out of sequence to at least one of the sequence of instructions based on input from the user.