SYSTEM AND METHOD FOR INTERACTIVE VOICE RESPONSE UNIT TABLE-BASED PROGRAMMING

• US 20160358611A1
• Filed: 08/16/2016
• Published: 12/08/2016
• Est. Priority Date: 07/24/2013
• Status: Active Grant

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: Abel, David S.
• Granted Patent: US 9,691,394 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G10L 17/22 Interactive procedures; Man-machine interfaces
• CPC Class Codes: H04M 3/42034 Calling party identification service
• 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
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00

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.

Claims

1. A computerized interactive voice response system having a modular router application that processes audio files for interactive voice response applications, comprising:

a display that displays a plurality of components of a modular router application;

the display comprising the plurality of components of the modular router application displayed in a structured format comprising a listing of a plurality of menu choices, at least one sequence of audio files, and a plurality of pointers to a plurality of stored audio files;

an input device that receives an input that changes at least one pointer of the plurality of pointers to a changed pointer;

the changed pointer indicating a different audio file;

a processor that modifies the modular router application to form a modified router application including the changed pointer; and

a database that stores the modified router application comprising the changed pointer, wherein the modified router application plays a different audio file according to the changed pointer.

2. The computerized interactive voice response system of claim 1, further comprising:

a communication port that receives data of an incoming voice call;

wherein the processor retrieves, from the database, the modified router application, loads, into an electronic memory of the system, the modified router application, and executes a portion or all of the modified router application.

3. The computerized interactive voice response system of claim 2, wherein the execution a portion or all of the modified router application comprises retrieving, from a memory of the system, the different audio file indicated by the changed pointer.

4. The computerized interactive voice response system of claim 3, wherein the different audio file indicated by the changed pointer comprises an audio file selected from the group consisting of a new audio file and an audio file previously pointed to by the modular router application.

5. The computerized interactive voice response system of claim 3, wherein the processor plays the different audio file to produce audible sound at a receiving device.

6. The computerized interactive voice response system of claim 1, wherein the input that changes at least one pointer of the plurality of pointers to a changed pointer adds at least one new audio file to use a previously used pointer.

7. The computerized interactive voice response system of claim 1, wherein a storage location of the new audio file is indicated by the previously used pointer without modification to the modular router application.

8. The computerized interactive voice response system of claim 1, wherein:

the input device receives an input that changes the at least one sequence of audio files to a new sequence of audio files; and

the processor modifies the modular router application to form a modified router application including the new sequence of audio files and stores, in the database, the modified router application comprising the new sequence of audio files, wherein the modified router application plays audio files according to the new sequence of audio files.

9. The computerized interactive voice response system of claim 2, wherein the processor selects another router application based on caller responsiveness data.

10. The computerized interactive voice response system of claim 2, wherein the processor selects another router application based on caller identification.

11. A computerized method for programming a modular router application that processes audio files for interactive voice response applications, comprising:

displaying, using a display device, a plurality of components of a modular router application;

the displaying comprising displaying the plurality of components of the modular router application in a structured format comprising a listing of a plurality of menu choices, at least one sequence of audio files, and a plurality of pointers to a plurality of stored audio files;

receiving, using an input device, an input that changes at least one pointer of the plurality of pointers to a changed pointer;

the changed pointer indicating a different audio file;

modifying, using a processor, the modular router application to form a modified router application including the changed pointer; and

storing, in a database, the modified router application comprising the changed pointer, wherein the modified router application plays a different audio file according to the changed pointer.

12. The method of claim 11, further comprising:

receiving, at a communication port of a device, data of an incoming voice call;

retrieving, from a database, the modified router application and loading, into an electronic memory of the device, the modified router application; and

executing a portion or all of the modified router application.

13. The method of claim 12, wherein the executing a portion or all of the modified router application comprises retrieving, from a memory, the different audio file indicated by the changed pointer.

14. The method of claim 13, wherein the different audio file indicated by the changed pointer comprises an audio file selected from the group consisting of a new audio file and an audio file previously pointed to by the modular router application.

15. The method of claim 13, further comprising playing the different audio file to produce audible sound at a receiving device.

16. The method of claim 11, further comprising adding at least one new audio file to use a previously used pointer.

17. The method of claim 11, wherein a storage location of the new audio file is indicated by the previously used pointer without modification to the modular router application.

18. The method of claim 11, further comprising:

receiving, using the input device, an input that changes the at least one sequence of audio files to a new sequence of audio files;

modifying, using the processor, the modular router application to form a modified router application including the new sequence of audio files; and

storing, in the database, the modified router application comprising the new sequence of audio files, wherein the modified router application plays audio files according to the new sequence of audio files.

19. The method of claim 12, further comprising selecting another router application based on caller responsiveness data.

20. The method of claim 12, further comprising selecting another router application based on caller identification.