Apparatus and method for improving the user interface of integrated voice response systems

• US 6,487,277 B2
• Filed: 07/17/1998
• Issued: 11/26/2002
• Est. Priority Date: 09/19/1997
• Status: Expired due to Term

• Current Assignee: Unify GmbH & Co. KG (Atos SE)
• Original Assignee: Siemens Information And Communication Networks, Inc. (Siemens AG)
• Inventors: Beyda, William J., Shaffer, Shmuel
• Primary Examiner(s): Hoosain, Allan
• Application Number:
  US09/118,430
• Publication Number:
  US 20010014146A1
• Time in Patent Office: 1,593 Days
• Field of Search: 379/67.1, 379/76, 379/72, 379/88.01, 379/88.04, 379/88.08, 379/88.22, 379/93.29, 379/93.34, 379/88.18, 379/88.17, 379/88.2, 379/88.21, 379/93.3, 379/126, 379/127, 379/128, 379/132, 379/133, 379/139, 379/140, 379/209, 379/93.12, 379/88.24
• US Class Current: 379/88.01
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/303 Marking
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42093 Notifying the calling party of information on the called or connected party
• 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
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/53333 Message receiving aspects
• CPC Class Codes: H04M 3/5335 Message type or catagory, e.g. priority, indication
• CPC Class Codes: H04M 3/53358 Message preview
• CPC Class Codes: H04Q 3/72 Finding out and indicating number of calling subscriber

Abstract

An improved prompting system for accessing specified functions in an interactive voice response (IVR) system. The IVR system (101) presents a plurality of prompts to callers. The prompts are typically presented in a predetermined order. However, the IVR system (101) improves the presentation by adjusting the presentation order based on a caller pattern of prompt selection. By monitoring incoming calls to determine what prompts are most frequently selected, the IVR system (101) can tailor the presentation order to the needs of individual users. The IVR system (101) can monitor either the selections made by all users or those made by a particular individual user over a configurable time period to establish the pattern of prompt selection.

Claims

1. In an interactive voice response (IVR) system, a method of prompting a user, comprising:

monitoring at least one incoming call to the IVR system to determine a pattern of prompt selection, each of said prompts having an associated selection command;

updating a presentation order of a plurality of prompts at a same hierarchy level based on the pattern of prompt selection while maintaining the same selection command for the prompts;

prompting the user according to the updated presentation order of prompts at said same hierarchical level; and

monitoring a plurality of incoming calls from an individual user to generate the pattern of prompt selection.

2. In an interactive voice response (IVR) system, a method of prompting a user, comprising:

monitoring at least one incoming call to the IVR system to determine a pattern of prompt selection, each of said prompts having an associated selection command;

updating a presentation order of a plurality of prompts at a same hierarchy level based on the pattern of prompt selection while maintaining the same selection command for the prompts;

prompting the user according to the updated presentation order of prompts at said same hierarchical level; and

selecting the presentation order as a function of a caller ID corresponding to the user.

3. In an interactive voice response (IVR) system, a method of prompting a user, comprising:

monitoring at least one incoming call to the IVR system to determine a pattern of prompt selection, each of said prompts having an associated selection command;

updating a presentation order of a plurality of prompts at a same hierarchy level based on the pattern of prompt selection while maintaining the same selection command for the prompts;

prompting the user according to the updated presentation order of prompts at said same hierarchical level; and

selecting the presentation order as a function of a personal identification number (PIN) input by the user.

4. An interactive voice response system, comprising:

means for presenting a plurality of prompts, in a predetermined order at a same hierarchy level, each of said prompts having an associated selection command;

means for monitoring at least one incoming call to determine a frequency of user selection for each of the prompts;

means for a updating the predetermined order of the prompts at said same hierarchical level based on the frequency of user selection while maintaining the same selection commands for the prompts; and

means for presenting the prompts at said same hierarchical level in the updated order;

wherein the frequency of user selections is based on prompt selections made by a single, predetermined user.

5. An interactive voice response (IVR) system, comprising:

a switch control unit permitting at least one telephony device to access the IVR system;

a central processing unit (CPU) coupled to the switch control unit;

a first software routine, executable on the CPU, for transmitting a plurality of prompts at a same hierarchy level to the at least one telephony device, each of said prompts having an associated selection command;

a second software routine, executable on the CPU, for compiling prompt selection statistics based on a plurality f caller responses to the prompts;

a third software routine for updating the presentation order of prompts at said same hierarchical level based on the prompt selection statistics while maintaining the same selection commands for the prompts; and

a caller identification reception unit coupled to the CPU.

6. An interactive voice response (IVR) system, comprising:

a switch control unit permitting at least one telephony device to access the IVR system;

a central processing unit (CPU) coupled to the switch control unit;

a first software routine, executable on the CPU, for transmitting a plurality of prompts at a same hierarchy level to the at least one telephony device, each of said prompts having an associated selection command;

a second software routine, executable on the CPU, for compiling prompt selection statistics based on a plurality caller responses to the prompts;

a third software routine for updating the presentation order of prompts at said same hierarchical level based on the prompt selection statistics while maintaining the same selection commands for the prompts; and

wherein the prompt selection statistics are based on caller responses from a single caller.

7. In an interactive voice response (IVR) system, a method of prompting a user, comprising:

monitoring at least one incoming call to the IVR system to determine a pattern of prompt selection, each of said prompts having an associated selection command;

updating a presentation order of a plurality of prompts at a same hierarchy level based on the pattern of prompt selection while maintaining the same selection command for the prompts;

prompting the user according to the updated presentation order of prompts at said same hierarchical level; and

selecting the presentation order responsive to a voice command associated with the user.

8. An interactive voice response system, comprising:

means for presenting a plurality of prompts in a predetermined order at a same hierarchy level, each of said prompts having an associated selection command;

means for monitoring at least one incoming call to determine a frequency of user selection for each of the prompts;

means for updating the predetermined order of the prompts at said same hierarchical level based on the frequency of user selection while maintaining the same selection commands for the prompts; and

means for presenting the prompts at said same hierarchical level in the updated order;

said adjusting means further comprising means for selecting the presentation order responsive to a voice command associated with the user.

9. An interactive voice response (IVR) system, comprising:

a switch control unit permitting at least one telephony device to access the IVR system;

a central processing unit (CPU) coupled to the switch control unit;

a first software routine, executable on the CPU, for transmitting a plurality of prompts at a same hierarchy level to the at least one telephony device, each of said prompts having an associated selection command;

a second software routine, executable on the CPU, for compiling prompt selection statistics based on a plurality of caller responses to the prompts;

a third software routine for updating the presentation order of, prompts at said same hierarchical level based on the prompt selection statistics while maintaining the same selection commands for the prompts; and

said caller responses comprising voice commands associated with the user.

10. A multimedia messaging system, comprising:

means for presenting a plurality of prompts in a predetermined order at a same hierarchy level, each of said prompts having an associated selection command;

means for monitoring at least one incoming call to determine a frequency of user selection for each of the prompts;

means for updating the predetermined order of the prompts at said same hierarchical level based on the frequency of user selection;

means for presenting the prompts at said same hierarchical level in the updated order while maintaining the same selection commands for the prompts; and

means for accessing at least one stored message based on a user selection from the presented prompts;

said user selection comprising a voice command associated with the user.

11. An interactive voice response (IVR) system, comprising:

a switch control unit permitting at least one telephony device to access the IVR system;

a central processing unit (CPU) coupled to the switch control unit;

a first software routine, executable on the CPU, for transmitting a plurality of prompts at a same hierarchy level to the at least one telephony device, each of said prompts having an associated selection command;

a second software routine, executable on the CPU, for compiling prompt selection statistics based on a plurality of caller responses to the prompts; and

a third software routine for updating the presentation order of prompts at said same hierarchical level based on the prompt selection statistics while maintaining the same selection commands for the prompts.