VOICE RESPONSE UNIT SHORTCUTTING

• US 20100054430A1
• Filed: 09/02/2008
• Published: 03/04/2010
• Est. Priority Date: 09/02/2008
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Seacat, Lisa A., Jania, Frank L., Grigsby, Travis M., Miller, Steven M.
• Granted Patent: US 8,290,125 B2
• Time in Patent Office: Days
• US Class Current: 379/88.30
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00

Abstract

A system, method and program product for providing voice response unit (VRU) shortcuts. A system is provided that includes: a user interface for allowing a user to input a targeted VRU, a goal, and call-specific information; a data mapping system for mapping the call specific information and user information pre-stored in a database to a VRU map associated with VRU; a VRU interface system for initiating a call with the targeted VRU and navigating the targeted VRU to an option associated with the goal; and a system for telephonically connecting the user with the targeted VRU when the option associated with the goal is reached.

Claims

1. A system for providing voice response unit (VRU) shortcuts, comprising:

a user interface for allowing a user to input a targeted VRU, a goal, and call-specific information;

a data mapping system for mapping the call specific information and user information pre-stored in a database to a VRU map associated with VRU;

a VRU interface system for initiating a call with the targeted VRU and navigating the targeted VRU to an option associated with the goal; and

a system for telephonically connecting the user with the targeted VRU when the option associated with the goal is reached.

2. The system of claim 1, wherein the user interface further includes a dynamic VRU map display for displaying the VRU map and a status of the call.

3. The system of claim 1, further comprising a VRU map database for storing a plurality of VRU maps for a plurality of associated VRUs.

4. The system of claim 1, wherein the user information is stored in a local database.

5. The system of claim 1, wherein the user information is stored by a third party provider.

6. The system of claim 1, wherein the VRU interface system includes a speech recognition system.

7. The system of claim 1, wherein the system for telephonically connecting the user with the targeted VRU includes a voice over internet protocol (VoIP) system.

8. A computer readable medium having a program product stored therein for providing voice response unit (VRU) shortcuts, comprising:

program code for allowing a user to input a targeted VRU, a goal, and call-specific information;

program code for mapping the call specific information and user information pre-stored in a database to a VRU map associated with VRU;

program code for initiating a call with the targeted VRU and navigating the targeted VRU to an option associated with the goal; and

program code for telephonically connecting the user with the targeted VRU when the option associated with the goal is reached.

9. The computer readable medium of claim 8, further comprising program code for displaying the VRU map and a status of the call.

10. The computer readable medium of claim 8, wherein the user information is obtained from a local database.

11. The computer readable medium of claim 8, wherein the user information is obtained from a third party provider.

12. The computer readable medium of claim 8, wherein the program code for navigating the targeted VRU includes a speech recognition system.

13. The computer readable medium of claim 8, wherein the program code for telephonically connecting the user with the targeted VRU includes a voice over internet protocol (VoIP) system.

14. A method of providing voice response unit (VRU) shortcuts, comprising:

receiving as input a targeted VRU, a goal, and call-specific information;

mapping the call specific information and user information pre-stored in a database to a VRU map associated with VRU;

initiating a call with the targeted VRU and navigating the targeted VRU to an option associated with the goal; and

telephonically connecting the user with the targeted VRU when the option associated with the goal is reached.

15. The method of claim 14, further including displaying the VRU map and a status of the call.

16. The method of claim 14, wherein the VRU map is obtained from a VRU map database.

17. The method of claim 14, wherein the user information is stored in a local database.

18. The method of claim 14, wherein the user information is stored in by a third party provider.

19. The method of claim 14, wherein telephonically connecting the user with the targeted VRU utilizes a voice over internet protocol (VoIP) system.

20. A method for deploying a system for providing voice response unit (VRU) shortcuts, comprising:

providing a computer infrastructure being operable to;

receive as input a targeted VRU, a goal, and call-specific information;

map the call specific information and user information pre-stored in a database to a VRU map associated with VRU;

initiate a call with the targeted VRU and navigating the targeted VRU to an option associated with the goal; and

telephonically connect the user with the targeted VRU when the option associated with the goal is reached.