Computerized voice response system

• US 6,091,805 A
• Filed: 07/05/1995
• Issued: 07/18/2000
• Est. Priority Date: 07/05/1995
• Status: Expired due to Term

• Current Assignee: Taiwan Semiconductor Manufacturing Company Limited
• Original Assignee: NCR Corporation (NCR Voyix Corporation)
• Inventors: Watson, Gary E.
• Primary Examiner(s): WOO, STELLA L
• Application Number:
  US08/498,559
• Time in Patent Office: 1,840 Days
• Field of Search: 379/96, 379/93, 379/94, 379/97, 379/98, 379/88, 379/89, 379/91, 379/93.17, 379/93.19, 379/93.25, 379/93.26, 379/93.28, 379/93.01, 379/93.05, 379/93.09 , 379/93.12, 379/93.13, 379/93.08, 379/93.31, 379/88.13, 379/88.18
• US Class Current: 379/93.17
• CPC Class Codes: G07F 7/00 Mechanisms actuated by objects other than coins to free or to actuate vending, hiring, coin or paper currency dispensing or refunding apparatus
• CPC Class Codes: H04M 1/2473 Telephone terminals interfacing a personal computer, e.g. using an API (Application Programming Interface) details of API H04M7/0021
• CPC Class Codes: H04M 1/652 Means for playing back the recorded messages by remote control over a telephone line H04M1/658 takes precedence
• CPC Class Codes: H04M 11/08 specially adapted for optional reception of entertainment or informative matter
• 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
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

In accordance with the teachings of the present invention, a voice response system with visual menus along with audio menus is provided. The system includes a voice response host computer, a touch tone phone, a personal computer with a display screen and a communications interface for converting DTMF signals or other tones to digital signals. The personel computer has a program to display visual menus on the screen. The user interface of the voice response system provides both audio and visual menu listings.

Claims

1. A computerized voice response system comprising:

a voice response host computer for providing audio menus;

a user telephone;

a user computer having a display screen and having a program to display visual menus on the user computer display screen and wherein said user computer is capable of operating independently and not in connection with said user telephone; and

an interface for connecting the user telephone, the user computer and the voice response host computer, wherein said interface connects the user telephone to the voice response host computer, enabling sending signals from the user telephone to the voice response host computer, at all times the voice response host computer is connected for providing and receiving responses to audio menus and wherein the voice response host computer sends only audio messages and dual tone multifrequency signals or other audio tones to said interface which converts the dual tone multifrequency signals or other audio tones to digital signals for use by said user computer;

wherein the program in the user computer causes the user computer display screen to display visual menus along with the audio menus provided to the user telephone.

2. The system of claim 1 further including means for insuring that the displayed visual menus correspond to the audio menus provided.

3. The system of claim 1 wherein the user computer further includes a modem for receiving the program to display visual menus on the user computer display screen from a source computer.

4. The system of claim 1 wherein the program to display visual menus on the user computer display screen is stored on a floppy disk.

5. The system of claim 1 wherein the interface further includes a means for converting signals from the user computer into tones to be received by the voice response host computer, thereby enabling selection of menu items from an input device connected to the user computer.

6. A computerized voice mail voice response system comprising:

a voice response host computer for providing audio voice mail menus;

a user telephone;

a user computer having a display screen and having a program to display visual voice mail menus on the user computer display screen and wherein said user computer is capable of operating independently and not in connection with said user telephone; and

an interface for connecting the user telephone, the user computer and the voice response host computer, wherein said interface connects the user telephone to the voice response host computer, enabling sending signals from the user telephone to the voice response host computer, at all times the voice response host computer is connected for providing and receiving responses to audio voice mail menus and wherein the voice response host computer sends only audio messages and dual tone multifrequency signals or other audio tones to said interface which converts the dual tone multifrequency signals or other audio tones to digital signals for use by said user computer;

wherein the program in the user computer causes the user computer display screen to display visual voice mail menus along with the audio voice mail menus provided to the user telephone.

7. The system of claim 6, further including means for insuring that the displayed visual voice mail menus correspond to the audio voice mail menus provided.

8. A computerized voice response system for providing restaurant ordering comprising:

a voice response host computer for providing audio restaurant ordering menus;

a user telephone;

a user computer having a display screen and having a program to display visual restaurant ordering menus on the user computer display screen and wherein said user computer is capable of operating independently and not in connection with said user telephone; and

an interface for connecting the user telephone, the user computer and the voice response host computer, wherein said interface connects the user telephone to the voice response host computer, enabling sending signals from the user telephone to the voice response host computer, at all times the voice response host computer is connected for providing and receiving responses to audio restaurant ordering menus and wherein the voice response host computer sends only audio messages and dual tone multifrequency signals or other audio tones to said interface which converts the dual tone multifrequency signals or other audio tones to digital signals for use by said user computer;

wherein the program in the user computer causes the user computer display screen to display visual restaurant ordering menus along with the audio restaurant ordering menus provided to the user telephone.

9. The system of claim 8, further including means for insuring that the displayed visual restaurant ordering menus correspond to the audio restaurant ordering menus provided.

10. A computerized home banking voice response system comprising:

a voice response host computer for providing audio home banking menus;

a user telephone;

a user computer having a display screen and having a program to display visual home banking menus on the user computer display screen and wherein said user computer is capable of operating independently and not in connection with said user telephone; and

an interface for connecting the user telephone, the user computer and the voice response host computer, wherein said interface connects the user telephone to the voice response host computer, enabling sending signals from the user telephone to the voice response host computer, at all times the voice response host computer is connected for providing and receiving responses to audio home banking menus and wherein the voice response host computer sends only audio messages and dual tone multifrequency signals or other audio tones to said interface which converts the dual tone multifrequency signals or other audio tones to digital signals for use by said user computer;

wherein the program in the user computer causes the user computer display screen to display visual home banking menus along with the audio home banking menus provided to the user telephone.

11. The system of claim 10 further including means for insuring that the displayed visual home banking menus correspond to the audio home banking menus provided.

12. A method for completing a telephone transaction using a computerized voice response system, the method comprising the steps of:

providing a voice response host computer;

providing a user telephone;

providing a user computer having a display screen wherein said user computer is capable of operating independently and not in connection with said user telephone;

executing a program in the user computer for displaying visual menus on a user computer display screen;

connecting the voice response host computer, the user telephone and the user computer through an interface;

transmitting tones from the voice response host computer to the user telephone to provide audio menus;

displaying visual menus on the user computer display screen along with the audio menus;

selecting menu items, thereby transmitting tones to the voice response host computer, wherein the interface connects the user telephone to the voice response host computer, enabling sending signals from the user telephone to the voice response host computer, at all times the voice response host computer is connected for providing and receiving responses to audio menus and wherein the voice response host computer sends only audio messages and dual tone multifrequency signals or other audio tones to said interface which converts the dual tone multifrequency signals or other audio tones to digital signals for use by said user computer; and

exiting the program on the user computer when the transaction is complete.

13. The method of claim 12 further comprising the step of transmitting tones from the voice response host computer to the user computer to insure that the user program is a correct version.

14. The method of claim 13 wherein the step of selecting menu items further includes the steps of:

using an input device connected to the user computer to select menu items; and

converting a signal from the user computer into tones to be received by the voice response host computer, thereby enabling selection of menu items from the input device connected to the user computer.

15. A method for completing a transaction with a voice mail system comprising:

providing a voice response host computer;

providing a user telephone;

providing a user computer having a display screen wherein said user computer is capable of operating independently and not in connection with said user telephone;

executing a program in the user computer for displaying visual voice mail menus on a user computer display screen;

connecting the voice response host computer, the user telephone and the user computer through an interface;

providing audio voice mail menus from the host computer over the user telephone;

displaying visual voice mail menus on the user computer display screen along with the audio menus;

selecting menu items, thereby transmitting tones to the voice response host computer indicating the next audio menu to be listed and to the user computer indicating the next visual menu to be displayed, wherein the interface connects the user telephone to the voice response host computer, enabling sending signals from the user telephone to the voice response host computer, at all times the voice response host computer is connected for providing and receiving responses to audio menus and wherein the voice response host computer sends only audio messages and dual tone multifrequency signals or other audio tones to said interface which converts the dual tone multifrequency signals or other audio tones to digital signals for use by said user computer; and

exiting the program on the user computer when the transaction is complete.

16. The method of claim 15 wherein the step of providing audio menus from the host computer further includes sending tones to insure the correct visual menu is being displayed.

17. A method for completing a transaction with a restaurant ordering system comprising:

providing a voice response host computer;

providing a user telephone;

providing a user computer having a display screen wherein said user computer is capable of operating independently and not in connection with said user telephone;

executing a program in the user computer for displaying visual restaurant ordering menus on a user computer display screen;

connecting the voice response host computer, the user telephone and the user computer through an interface;

providing audio restaurant ordering menus from the host computer over the user telephone;

displaying visual restaurant ordering menus on the user computer display screen along with the audio restaurant ordering menus;

selecting restaurant menu items, thereby transmitting tones to the voice response host computer indicating the next audio restaurant ordering menu to be listed and to the user computer indicating the next visual restaurant ordering menu to be displayed, wherein the interface connects the user telephone to the voice response host computer, enabling sending signals from the user telephone to the voice response host computer, at all times the voice response host computer is connected for providing and receiving responses to audio menus and wherein the voice response host computer sends only audio messages and dual tone multifrequency signals or other audio tones to said interface which converts the dual tone multifrequency signals or other audio tones to digital signals for use by said user computer; and

exiting the restaurant ordering menu program on the user computer when the transaction is complete.

18. The method of claim 17 wherein the step of providing audio menus from the host computer further includes sending tones to insure the correct visual restaurant ordering menu is being displayed.

19. A method for completing a transaction with a home banking system comprising:

providing a voice response host computer;

providing a user telephone;

providing a user computer having a display screen wherein said user computer is capable of operating independently and not in connection with said user telephone;

executing a program in the user computer for displaying visual home banking menus on a user computer display screen;

connecting the voice response host computer, the user telephone and the user computer through an interface;

providing audio home banking menus from the host computer over the user telephone;

displaying visual home banking menus on the user computer display screen along with the audio home banking menus;

selecting home banking menu items, thereby transmitting tones to the voice response host computer indicating the next audio home banking menu to be listed and to the user computer indicating the next visual home banking menu to be displayed, wherein the interface connects the user telephone to the voice response host computer, enabling sending signals from the user telephone to the voice response host computer, at all times the voice response host computer is connected for providing and receiving responses to audio menus and wherein the voice response host computer sends only audio messages and dual tone multifrequency signals or other audio tones to said interface which converts the dual tone multifrequency signals or other audio tones to digital signals for use by said user computer; and

exiting the program on the user computer when the transaction is complete.

20. The method of claim 19 wherein the step of providing audio home banking menus from the host computer further includes sending tones to insure the correct visual home banking menu is being displayed.