Interactive voice response system with call trainable routing

• US 6,016,336 A
• Filed: 11/18/1997
• Issued: 01/18/2000
• Est. Priority Date: 11/18/1997
• Status: Expired due to Fees

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Hanson, Bruce Lowell
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Foster, Roland G.
• Application Number:
  US08/972,306
• Time in Patent Office: 791 Days
• Field of Search: 379/71, 379/76, 379/88.01, 379/88.19, 379/88.2, 379/93.12, 379/210, 379/214, 379/265, 379/266, 379/309, 379/917, 379/88.25, 379/88.16, 379/88.23
• US Class Current: 379/88.23
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 2203/255 comprising a personalized user interface
• CPC Class Codes: H04M 2203/551 Call history
• CPC Class Codes: H04M 2242/14 with services dependent on location
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• 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 3/5235 Dependent on call type or called number [DNIS]
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: Y10S 379/917 Voice menus

Abstract

A voice response system that functions in a receiving telephone system and learns individual caller behavior. The voice response system stores the callers unique identifier and a menu option selected by the caller in response to a menu manuscript. For subsequent calls by the caller, the caller is presented with a truncated menu manuscript that allows the caller to more quickly connect to the desired system.

Claims

1. A method in a voice response system for processing a call from a caller, comprising:

comparing an identifier associated with the caller to data stored in a memory and generating a comparison result;

retrieving a usage history for the caller from the memory if the identifier associated with the caller matches one of the caller identifiers;

forming a truncated menu manuscript, based on the comparison result, the truncated manuscript having fewer options than a full menu manuscript;

selecting at least one option previously selected by the caller from the full menu manuscript as the truncated menu manuscript;

offering the truncated menu manuscript and the full menu manuscript to the caller;

prompting the caller to select an option from either the full menu manuscript or the truncated menu manuscript; and

connecting the caller to a selected option,

wherein the memory is updated after the caller elects or declines to receive the previously selected option and the caller can decline to have the memory updated after the caller elects or declines to receive the previously selected option.

2. The method of claim 1, wherein the data stored in the memory includes caller identifiers, the comparing step comparing the identifier associated with the caller to the caller identifiers stored in the memory.

3. The method of claim 1, wherein if the usage history indicates that the caller has not called within a given period, a caller identifier that corresponds to the caller is deleted from the memory.

4. The method of claim 1, wherein if the usage history indicates that the caller has not called within a given period, the caller receives the full menu manuscript.

5. The method of claim 1, further comprising:

receiving the call from the caller; and

detecting the identifier associated with the caller.

6. The method of claim 5, wherein the selected option is a telephone extension number.

7. The method of claim 5, wherein the identifier is a caller'"'"'s identification number.

8. The method of claim 7, wherein the caller'"'"'s identification number is a caller'"'"'s telephone number.

9. The method of claim 7, wherein the caller'"'"'s identification number is a caller'"'"'s automatic number identification.

10. A voice response system for processing a call from a caller, comprising:

a memory that stores caller identifiers; and

a controller coupled to the memory that receives an identifier associated with the caller and generates a comparison result by comparing the identifier associated with the caller to the caller identifiers stored in the memory, the controller forming a truncated menu manuscript based on the comparison result and offering the truncated menu manuscript and a full menu manuscript to the caller;

wherein the memory stores a usage history of the caller the usage history is updated in the memory after receiving the call from the caller, the updated usage history includes a caller identifier, a menu option selected by the caller and a date of the call and the caller can decline to have the usage history updated.

11. The voice response system of claim 10, wherein the controller receives the call from the caller and retrieves a caller identifier based on information provided with the call.

12. The voice response system of claim 10, wherein if the usage history indicates that the caller has not called within a given period, the controller deletes the caller identifier that corresponds to the caller from the memory.

13. The voice response system of claim 10, wherein if the usage history indicates that the caller has not called within a given period, the controller outputs only the full menu manuscript to the caller upon receipt of a call from the caller.

14. The voice response system of claim 10, wherein if the caller declines the truncated menu manuscript, the controller sends a full menu manuscript to the caller.

15. The voice response system of claim 10, wherein the truncated menu manuscript includes caller-selectable options, including an extension number of a called party.

16. The voice response system of claim 15, wherein the options include a prerecorded message.

17. The voice response system of claim 10, wherein the identifier associated with the caller is a caller'"'"'s identification number.

18. The voice response system of claim 17, wherein the caller'"'"'s identification number is a caller'"'"'s automatic number identification.

19. The voice response system of claim 17, wherein the caller'"'"'s identification number is a caller'"'"'s telephone number.