DYNAMICALLY CONFIGURING INTERACTIVE VOICE RESPONSE CALL TREES

• US 20170318156A1
• Filed: 04/28/2016
• Published: 11/02/2017
• Est. Priority Date: 04/28/2016
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: BAO, Guanqun
• Granted Patent: US 9,998,601 B2
• Time in Patent Office: Days
• CPC Class Codes: H04L 63/062 for key distribution, e.g. centrally by trusted party cryptographic mechanisms or cryptographic arrangements for key distribution involving a central third party H04L9/0819
• CPC Class Codes: H04L 63/083 using passwords cryptographic mechanisms or cryptographic arrangements for entity authentication using a predetermined code H04L9/3226
• CPC Class Codes: H04L 63/101 Access control lists [ACL]
• CPC Class Codes: H04M 1/2478 Telephone terminals specially adapted for non-voice services, e.g. email, internet access centralized arrangements where telephones services are combined H04M7/0024; for recording text messages H04M3/5322; for accessing Internet H04M3/4938
• CPC Class Codes: H04M 1/72403 with means for local support of applications that increase the functionality
• CPC Class Codes: H04M 1/72406 by software upgrading or downloading
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• 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 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04W 12/06 Authentication
• CPC Class Codes: H04W 12/08 Access security
• CPC Class Codes: H04W 4/60 Subscription-based services using application servers or record carriers, e.g. SIM application toolkits

Abstract

A device may receive, from an interactive voice response (IVR) device, a first request for a code. The first request may be based on the IVR device having received a call from a user device. The device may determine user device information, associated with the user device, based on the first request. The device may determine the code based on at least one of the first request or the user device information. The device may send, to the IVR device, the code to enable the IVR device to configure a call tree based on the code. The device may receive, from the IVR device, a second request for an experience. The experience may be based on the code. The device may send, to the user device, a message to cause the user device to provide the experience.

Claims

1. A device, comprising:

one or more processors to;

receive, from an interactive voice response (IVR) device, a first request for a code,

the first request being based on the IVR device having received a call from a user device;

determine user device information, associated with the user device, based on the first request;

determine the code based on at least one of the first request or the user device information;

send, to the IVR device, the code to enable the IVR device to configure a call tree based on the code;

receive, from the IVR device, a second request for an experience,

the experience to be based on the code; and

send, to the user device, a message to cause the user device to provide the experience.

2. The device of claim 1,

where the message includes a link to at least one of a web page or a software distribution platform from which an application may be obtained.

3. The device of claim 1,

where the message is to cause the user device to launch an application.

4. The device of claim 1,

where the one or more processors are further to:

determine, before determining the code, an available experience type; and

where the one or more processors, when determining the code, are to;

determine the code based on at least one of the first request, the user device information, or the available experience type.

5. The device of claim 1,

where the one or more processors, when determining the user device information based on the first request, are to:

determine, based on the first request, an operating system (OS) used by the user device; and

where the one or more processors, when determining the code based on at least one of the first request or the user device information, are to;

determine the code based on the OS used by the user device.

6. The device of claim 1,

where the message includes a link to a web page hosted by the device;

and

where the one or more processors are further to;

receive, from the user device and after sending the message, a third request for the web page;

determine, based on the third request, an operating system (OS) used by the user device; and

send, to the user device, a redirect to a software distribution platform,

the redirect to the software distribution platform being based on the OS.

7. The device of claim 1, where the one or more processors are further to:

receive, from the IVR device and prior to receiving the first request for the code, an authorization request;

determine, prior to receiving the first request for the code and based on the authorization request, whether the IVR device is authorized to receive services from the device;

generate an access token based on determining that the IVR device is authorized to receive the services from the device;

send the access token to the IVR device prior to receiving the first request for the code; and

where the first request for the code includes the access token.

8. A non-transitory computer-readable medium storing instructions, the instructions comprising:

one or more instructions that, when executed by one or more processors, cause the one or more processors to;

receive, from an interactive voice response (IVR) device, a first request for a code,

the first request being based on the IVR device having received a call from a user device;

determine information associated with the user device,

the information associated with the user device being determined based on the first request;

determine the code based on at least one of the first request or the information associated with the user device;

send, to the IVR device, the code to enable the IVR device to offer an option in a call tree,

the option being based on the code;

receive, from the IVR device, a second request for an experience,

the experience to be based on the option; and

send, to the user device, a message to cause the user device to provide the experience.

9. The non-transitory computer-readable medium of claim 8,

where the message to cause the user device to provide the experience is to cause the user device to open a web page.

10. The non-transitory computer-readable medium of claim 8,

where the message to cause the user device to provide the experience is to cause the user device to obtain and launch an application.

11. The non-transitory computer-readable medium of claim 8,

receive, from the IVR device and prior to receiving the first request for the code, an authorization request;

determine, prior to receiving the first request for the code and based on the authorization request, whether the IVR device is authorized to receive the code;

determine an access token based on determining that the IVR device is authorized to receive the code;

send the access token to the IVR device prior to receiving the first request for the code; and

where the first request for the code includes the access token.

12. The non-transitory computer-readable medium of claim 8,

where the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:

determine, before determining the code, campaign information for the IVR device; and

where the one or more instructions, that cause the one or more processors to determine the code, cause the one or more processors to;

determine the code based on at least one of the first request, the information associated with the user device, or the campaign information.

13. The non-transitory computer-readable medium of claim 8,

where the one or more instructions, when executed by the one or more processors, further cause the one or more processors to:

determine, before determining the code, an available experience type; and

where the one or more instructions, that cause the one or more processors to determine the code, cause the one or more processors to;

determine the code based on at least one of the first request, the information associated with the user device, or the available experience type.

14. The non-transitory computer-readable medium of claim 8,

where the one or more instructions, that cause the one or more processors to determine information associated with the user device, cause the one or more processors to:

determine, based on the first request and before determining the code, an operating system (OS) used by the user device; and

where the one or more instructions, that cause the one or more processors to determine the code, cause the one or more processors to;

determine the code based on the OS used by the user device.

15. A method, comprising:

receiving, by a device and from an interactive voice response (IVR) device, a first request for a code,

the first request being based on the IVR device having received a call from a user device;

determining, by the device, user device information associated with the user device,

the user device information being determined based on the first request;

determining, by the device, the code,

the code being determined based on at least one of the first request or the user device information, and

the code corresponding to an experience;

sending, by the device, the code to the IVR device to enable the IVR device to configure a call tree to offer the experience;

receiving, by the device and from the IVR device, a second request for the experience; and

sending, by the device and to the user device, a message,

the message being to cause the user device to provide the experience.

16. The method of claim 15,

where determining the user device information comprises:

determining, based on the first request, a device type for the user device; and

where determining the code comprises;

determining the code based on the device type.

17. The method of claim 15,

where the code is a first code;

where the experience is a first experience; and

the method further comprising;

determining a second code based on the at least one of the first request or the user device information,

the second code corresponding to a second experience; and

sending, to the IVR device, the second code to enable the IVR device to configure the call tree to offer the first experience and the second experience.

18. The method of claim 15,

where the message includes a link to at least one of a web page or a software distribution platform from which an application may be obtained by the user device.

19. The method of claim 15,

where determining the user device information comprises:

determining, based on the first request, an operating system (OS) used by the user device; and

where determining the code comprises;

determining the code based on the OS used by the user device.

20. The method of claim 15,

where the message is to cause the user device to obtain an application.