Extensible interactive voice response
First Claim
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1. An interactive voice response system comprising:
- an application repository having application logic and information stored thereon, said application logic for defining at least one voice response application;
a communication device for establishing at least one connection with said application repository, wherein said application repository transmits said application logic and a set of potentially responsive information to said communication device responsive to one of said established connections; and
a processor within said communication device to locally execute said transmitted application logic defining at least one voice response application providing responsive information to requests made in said local execution, wherein said responsive information is obtained from said application repository when said set of potentially responsive information does not contain said responsive information.
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Abstract
In implementing an interactive voice response mechanism, a communication device establishes a communication connection with an application server. Application logic on the communication device, which may pre-exist on the device or be downloaded from the application server, defines at least one voice response application. The communication device includes a processor that operates to execute the application logic and locally administer the voice response application. Therefore, the voice response application is executed on the communication device instead of in a centralized interactive voice response unit (IVR).
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Citations
80 Claims
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1. An interactive voice response system comprising:
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an application repository having application logic and information stored thereon, said application logic for defining at least one voice response application; a communication device for establishing at least one connection with said application repository, wherein said application repository transmits said application logic and a set of potentially responsive information to said communication device responsive to one of said established connections; and a processor within said communication device to locally execute said transmitted application logic defining at least one voice response application providing responsive information to requests made in said local execution, wherein said responsive information is obtained from said application repository when said set of potentially responsive information does not contain said responsive information. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A method for providing an interactive voice response application to a user on a communication unit comprising the steps of:
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establishing an initial connection between said communication unit and a multimedia application repository; downloading software code defining said interactive voice response application and a set of potentially responsive information to said communication unit from said multimedia application repository; executing said software code on said communication unit to run said downloaded interactive voice response application; and providing responsive information to said user responsive to requests made pursuant to said downloaded interactive voice response application; obtaining said responsive information from said multimedia application repository when said responsive information is not found in said set of potentially responsive information. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27, 28, 29)
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30. A system for implementing an interactive voice response application on a communication device comprising:
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a central repository in communication with a data network; extensible application code disposed on said central repository, said code defining an interactive voice response application; memory disposed on said communication device for storing a copy of said extensible application code and a set of potentially responsive information, wherein said communication device downloads said copy and said set of potentially responsive information from said central repository using said data network; and a processor disposed on said communication device for executing said copy of said extensible application code defining said interactive voice application substantially independent from said central repository, wherein said interactive voice response application provides responsive information to requests made during operation of said interactive voice response application; wherein said responsive information is obtained from said central repository when said responsive information is not contained in said set of potentially responsive information. - View Dependent Claims (31, 32, 33, 34, 35, 36)
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37. A method for providing an interactive voice response application to a user on a communication unit comprising the steps of:
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launching a connection between said communication unit and a multimedia application repository; downloading to said communication unit from said multimedia application repository, application code defining a downloaded interactive voice response application and a set of potentially responsive information; running said application code on said communication unit to execute said downloaded interactive voice response application so that said user can have a voice response interactive session controlled, at least in part, by said downloaded application code; and obtaining responsive information from said multimedia application repository when said responsive information is not found in said set of potentially responsive information. - View Dependent Claims (38, 39)
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40. A method for obtaining multimedia information on a communication device using a locally executed interactive voice application, said method comprising the steps of:
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initiating said communication device to receive an interactive voice response session; receiving application logic defining an interactive voice application from an application repository into said communication device to locally execute said interactive voice response session; receiving a set of potentially responsive multimedia information to said communication unit from said application repository; observing multimedia prompts on said communication device provided by said interactive voice response session; providing said interactive voice response session multimedia input responsive to said observed multimedia prompts, wherein said multimedia input is processed by said communication device; and observing responsive multimedia information on said communication device provided by said interactive voice response session responsive to said processed multimedia input, wherein said responsive multimedia information is obtained from said application repository when said responsive multimedia information is not found in said set of potentially responsive multimedia information. - View Dependent Claims (41, 42, 43, 44, 45)
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46. An interactive voice response system comprising:
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an application repository having information stored thereon; a communication device for establishing at least one connection with said application repository, wherein a set of potentially responsive information and an application logic is downloaded to said communication device, said application logic for defining at least one voice response application and for providing responsive information to requests made pursuant to said at least one voice response application; and a processor within said communication device to execute said application logic and locally execute said at least one voice response application, wherein said responsive information is obtained from said application repository when said set of potentially responsive information does not contain said responsive information. - View Dependent Claims (47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60, 61, 62)
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63. A method for providing an interactive voice response application to a user on a communication unit comprising the steps of:
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establishing an initial connection between said communication unit and a multimedia application repository; transmitting software code defining said interactive voice response application and a set of potentially responsive information to said communication unit from said multimedia application repository; executing software code on said communication unit to run said transmitted interactive voice response application; and providing responsive information to said user responsive to requests made pursuant to said transmitted interactive voice response application, wherein said responsive information is obtained from said multimedia application repository when said responsive information is not found in said set of potentially responsive information. - View Dependent Claims (64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74)
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75. A system for obtaining multimedia information on a communication device using a locally executed interactive voice application, said system comprising:
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means for initiating said communication device to receive an interactive voice response session, wherein said interactive voice response session is defined by application logic received on said communication device; means for downloading a set of potentially responsive information to said communication device from an application repository; means for displaying multimedia prompts on said communication device provided by said interactive voice response session; means for receiving multimedia input responsive to said multimedia prompts, wherein said multimedia input is processed by said application logic on said communication device; and means for presenting responsive multimedia information on said communication device provided by said interactive voice response session responsive to said processed multimedia input, wherein said responsive multimedia information is retrieved from said application repository when said responsive multimedia information is not found in said set of potentially responsive information. - View Dependent Claims (76, 77, 78, 79, 80)
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Specification