Method and system to control IVR-IVR dialogue sessions
First Claim
1. A method for controlling progress of a dialogue session, the dialogue session being initiated by a calling Interactive Voice Response (IVR), the dialogue session comprising one or more steps, the progress of the dialogue session being controlled at the calling IVR, the method comprising the steps of:
- a. detecting progress of the dialogue session, the progress being detected at the one or more steps; and
b. executing an action on the basis of the detected progress, the executed action controlling the progress of the dialogue session at the one or more steps, the action being executed at the calling IVR.
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Accused Products
Abstract
The present invention relates to controlling progress of a dialogue session. The dialogue session is initiated by a calling Interactive Voice Response (IVR) either with a called IVR or with a called Voice Mail System (VMS). Various progress detectors are provided at the calling IVR to detect the progress at one or more steps of the dialogue session. Further, appropriate actions are executed based on the detected progress, for controlling the progress of the dialogue session. The detected progress is reported to a master application connected to the calling IVR. The master application controls the dialogue session based on the reported progress.
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Citations
29 Claims
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1. A method for controlling progress of a dialogue session, the dialogue session being initiated by a calling Interactive Voice Response (IVR), the dialogue session comprising one or more steps, the progress of the dialogue session being controlled at the calling IVR, the method comprising the steps of:
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a. detecting progress of the dialogue session, the progress being detected at the one or more steps; and b. executing an action on the basis of the detected progress, the executed action controlling the progress of the dialogue session at the one or more steps, the action being executed at the calling IVR. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for controlling a dialogue session, the dialogue session being initiated by a calling Interactive Voice Response (IVR), the dialogue session comprising one or more steps, the dialogue session being controlled at the calling IVR, the method comprising the steps of:
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a. detecting progress of the dialogue session, the progress being detected at the one or more steps; b. reporting the detected progress to a master application, the master application being connected to the calling IVR; and c. executing an action on the basis of the reported progress, the action being executed by the master application, the executed action controlling the dialogue session. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17)
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18. A system for controlling a dialogue session, the dialogue session being initiated by a calling Interactive Voice Response (IVR), the dialogue session comprising one or more steps, the dialogue session being controlled at the calling IVR, the system comprises:
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a. a progress detection module, the progress detection module comprising at least one progress detector, the at least one progress detector detecting progress of the dialogue session, the progress being detected at the one or more steps; and b. an execution module, the execution module executing an action on the basis of the detected progress, the executed action controlling the progress of the dialogue session at the one or more steps, the action being executed at the calling IVR. - View Dependent Claims (19, 20, 21, 22, 23)
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24. A system for controlling progress of a dialogue session, the dialogue session being initiated by a calling Interactive Voice Response (IVR), the dialogue session comprising one or more steps, the progress of the dialogue session being controlled at the calling IVR, the system comprising:
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a. means for detecting progress of the dialogue session, the progress being detected at the one or more steps; and b. means for executing an action on the basis of the detected progress, the executed action controlling the progress of the dialogue session at the one or more steps, the action being executed at the calling IVR. - View Dependent Claims (25, 26)
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27. A system for controlling a dialogue session, the dialogue session taking place between a calling Interactive Voice Response (IVR) and a called IVR, the dialogue session comprising one or more steps, the dialogue session being controlled at the calling IVR, the system comprising:
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a. means for detecting progress at the one or more steps of the dialogue session; b. means for reporting the detected progress to a master application, the master application being connected to the calling IVR; and c. means for executing an action on the basis of the reported progress, the executed action controlling the dialogue session.
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28. A computer program product embodied in a computer readable medium, for controlling progress of a dialogue session, the dialogue session taking place between a calling Interactive Voice Response (IVR) and a called IVR, the dialogue session comprising one or more steps, the progress of the dialogue session being controlled at the calling IVR, the computer program product comprising:
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a. program instructions for detecting progress of the dialogue session, the progress being detected at the one or more steps; and b. program instructions for executing an action on the basis of the detected progress, the executed action controlling the progress of the dialogue session at the one or more steps, the action being executed at the calling IVR.
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29. A computer program product embodied in a computer readable medium, for controlling a dialogue session, the dialogue session taking place between a calling Interactive Voice Response (IVR) and a called IVR, the dialogue session comprising one or more steps, the dialogue session being controlled at the calling IVR, the computer program product comprising:
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a. program instructions for detecting progress at the one or more steps of the dialogue session; b. program instructions for reporting the detected progress to a master application, the master application being connected to the calling IVR; and c. program instructions for executing an action on the basis of the reported progress, the action being executed by the master application, the executed action controlling the dialogue session.
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Specification