SYSTEM AND METHOD FOR INTERACTIVE VOICE RESPONSE UNIT TABLE-BASED PROGRAMMING
First Claim
1. A computerized method for processing audio files for interactive voice response applications, comprising:
- receiving, at a communication port of a device, an incoming voice call;
selecting, using at least one processor, a router application from a plurality of stored router applications responsive to the incoming voice call;
executing, using the at least one processor, a portion or all of the computer instructions of the router application selected, the selected router application computer instructions including instructions related to;
a plurality of menu selection options, a plurality of action types to be executed in response to a menu selection, and an indication of at least one audio file to be initiated;
retrieving, from an audio file database, the at least one audio file indicated by the router application selected;
determining, using the at least one processor, a caller selection input by the caller indicating that a caller is an insured customer;
initiating, from the audio file database, an audio file that includes a notice regarding insurance coverage after the determining step indicates that the caller is an insured customer;
initiating, using the at least one processor, an audio file offering a menu selection option;
determining, using the at least one processor, an action to be taken based on caller responsiveness to the audio file offering a menu selection option; and
performing, using the at least one processor, one of the following;
initiating a subsequent audio file indicated by the router application selected;
transferring the voice call; and
ending the voice call.
2 Assignments
0 Petitions
Accused Products
Abstract
An embodiment provides a modular framework for managing multiple router applications in an interactive voice response (IVR) system. In an embodiment, a single table-driven framework approach is taken in which multiple IVR router applications, including menu/response type call routing applications and/or frequently asked question (FAQ)/response applications, may be managed in a more streamlined fashion. In an embodiment, a menu is presented to the caller. The menu is part of the router application which references information stored in a database, e.g., voice files and grammars, defined in a format, e.g., in table format. An embodiment analyzes the caller'"'"'s responses against the menu'"'"'s information to determine the appropriate actions to take and the appropriate data to retrieve. An embodiment also provides a centralized authentication process that may be used for all self-service router applications that require or somehow make use of authentication.
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Citations
20 Claims
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1. A computerized method for processing audio files for interactive voice response applications, comprising:
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receiving, at a communication port of a device, an incoming voice call; selecting, using at least one processor, a router application from a plurality of stored router applications responsive to the incoming voice call; executing, using the at least one processor, a portion or all of the computer instructions of the router application selected, the selected router application computer instructions including instructions related to;
a plurality of menu selection options, a plurality of action types to be executed in response to a menu selection, and an indication of at least one audio file to be initiated;retrieving, from an audio file database, the at least one audio file indicated by the router application selected; determining, using the at least one processor, a caller selection input by the caller indicating that a caller is an insured customer; initiating, from the audio file database, an audio file that includes a notice regarding insurance coverage after the determining step indicates that the caller is an insured customer; initiating, using the at least one processor, an audio file offering a menu selection option; determining, using the at least one processor, an action to be taken based on caller responsiveness to the audio file offering a menu selection option; and performing, using the at least one processor, one of the following; initiating a subsequent audio file indicated by the router application selected; transferring the voice call; and ending the voice call. - View Dependent Claims (3, 4, 5, 6, 7, 8, 9, 10)
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2. (canceled)
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11. A system for processing audio files for interactive voice response applications, comprising:
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a device having at least one processor and at least one memory storing instructions accessible to the at least one processor, the instructions being executable by the at least one processor to; receive, at a communication port of the device, an incoming voice call; select, using the at least one processor, a router application from a plurality of router applications based on the incoming voice call; load, using the at least one processor, the router application selected; and retrieve, from an audio file database, at least one audio file indicated by the router application selected; initiate, using the at least one processor, a first audio file offering a menu option; determine, using the at least one processor, an action to be taken based on caller responsiveness to the first audio file; and perform, using the at least one processor, one of the following; initiating a subsequent audio file indicated by the router application selected; transferring the voice call; and ending the voice call. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
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12. (canceled)
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20. A computerized method for processing audio files for interactive voice response applications, comprising:
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providing, to an audio file database of an interactive voice response system, an audio file including a notice regarding insurance coverage; providing, to the interactive voice response system, access to identifying information for one or more insured customers; and providing, to the interactive voice response system, a plurality of menu selection options; the interactive voice response system being configured to; receive, at a communication port of a device, an incoming voice call; select, using at least one processor, a router application from a plurality of router applications based on the incoming voice call; load, using the at least one processor, the router application selected, the router application loaded including;
the plurality of menu selection options, a plurality of action types to be executed in response to a menu selection, and an indication of at least one audio file to be initiated;retrieve, from the audio file database, the at least one audio file indicated by the router application selected; determine, using the at least one processor, a caller selection indicating that a caller is an insured customer; initiate, from the audio file database, the audio file including a notice regarding insurance coverage after the caller selection indicating that the caller is an insured customer; initiate, using the at least one processor, a first audio file offering a menu option; determine, using the at least one processor, an action to be taken based on caller responsiveness to the first audio file; and perform, using the at least one processor, one of the following; initiating a subsequent audio file indicated by the router application selected; transferring the voice call; and ending the voice call.
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Specification