VOICE RESPONSE UNIT PROXY UTILIZING DYNAMIC WEB INTERACTION

• US 20100088613A1
• Filed: 10/03/2008
• Published: 04/08/2010
• Est. Priority Date: 10/03/2008
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Jania, Frank L., Grigsby, Travis M., Miller, Steven M., DeLuca, Lisa Seacat
• Granted Patent: US 9,003,300 B2
• Time in Patent Office: Days
• US Class Current: 715/746
• CPC Class Codes: H04M 1/2535 adapted for voice communication over an Internet Protocol [IP] network Voice over Internet Protocol (VoIP) network equipment and services H04M7/006; implementation or adaptation of Internet protocol [IP], of transmission control protocol [TCP] or of user datagram protocol [UDP] H04L69/16
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• 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 system, method and program product for providing a voice response unit (VRU) proxy. A system is provided that includes: a graphical user interface (GUI) for dynamically displaying information from a VRU and for receiving data from a user; a system for initiating a call with the VRU; and a VRU interface system for transmitting data from the user to the VRU, and for using speech recognition to capture broadcasts from the VRU for display within the GUI.

Claims

1. A voice response unit (VRU) proxy system, comprising:

a graphical user interface (GUI) for dynamically displaying information from a VRU and for receiving data from a user;

a system for initiating a call with the VRU; and

a VRU interface system for transmitting data from the user to the VRU, and for using speech recognition to capture broadcasts from the VRU for display within the GUI.

2. The VRU proxy system of claim 1, wherein the information from the VRU is selected from a group consisting of:

a set of selectable options;

a request for user data; and

information requested by the user.

3. The VRU proxy system of claim 1, wherein the graphical user interface includes a webpage or a handheld device display.

4. The VRU proxy system of claim 1, further comprising a system for displaying VRU shortcuts in the GUI.

5. The VRU proxy system of claim 1, wherein the system for initiating the call includes a voice over internet protocol (VoIP) system, and the VoIP system initiates a second call to a phone associated with the user if a live representative is presented by the VRU.

6. The VRU proxy system of claim 5, wherein the VoIP system includes a system for providing a status of the live representative before initiating the second call.

7. The VRU proxy system of claim 1, further comprising a TDD (Telecommunication Device for the Deaf) system.

8. The VRU proxy system of claim 1, wherein the VRU interface system includes a text to voice generation system for submitting user information to the VRU.

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

program code for dynamically displaying information from a VRU on a graphical user interface (GUI) and for receiving data from a user via the GUI;

program code for initiating a call with the VRU;

program code for transmitting data from the user to the VRU; and

program code for capturing broadcasts from the VRU using speech recognition for display within the GUI.

10. The computer readable medium of claim 9, wherein the information from the VRU is selected from a group consisting of:

a set of selectable options;

a request for user data; and

information requested by the user.

11. The computer readable medium of claim 9, further comprising program code for initiating a second call to a phone associated with the user if a live representative is presented by the VRU.

12. The computer readable medium of claim 11, further comprising program code for providing a status of the live representative before initiating the second call.

13. The computer readable medium of claim 11, further comprising program code for interfacing with a TDD (Telecommunication Device for the Deaf) system.

14. The computer readable medium of claim 11, further comprising program code for displaying VRU shortcuts.

15. A method of providing a voice response unit (VRU) proxy, comprising:

initiating a call with a VRU;

using speech recognition to collect information broadcast from the VRU;

dynamically displaying information from the VRU on a graphical user interface (GUI);

receiving data from a user via the GUI; and

transmitting the data from the user to the VRU.

16. The method of claim 15, wherein the information from the VRU is selected from a group consisting of:

a set of selectable options;

a request for user data; and

information requested by the user.

17. The method of claim 15, further comprising initiating a second call to a phone associated with the user if a live representative is presented by the VRU.

18. The method of claim 17, further comprising providing a status in the GUI of the live representative before initiating the second call.

19. The method of claim 15, further comprising interfacing with a TDD (Telecommunication Device for the Deaf) system.

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

providing a computer infrastructure being operable to;

dynamically display information from a VRU on a graphical user interface (GUI) and receive data from a user via the GUI;

initiate a call with the VRU;

transmit data from the user to the VRU; and

capture broadcasts from the VRU using speech recognition for display within the GUI.