Method and system for providing prompt navigation in interactive voice response (IVR) system

• US 7,386,103 B1
• Filed: 12/14/2004
• Issued: 06/10/2008
• Est. Priority Date: 12/14/2004
• Status: Active Grant

• Current Assignee: The Conundrum IP LLC (UiPath Inc.)
• Original Assignee: 3Com Corporation (HP Inc.)
• Inventors: Chahal, Taminder S.
• Primary Examiner(s): Anwah; Olisa
• Application Number:
  US11/014,099
• Time in Patent Office: 1,274 Days
• Field of Search: 379/88.25, 379/88.23, 379/88.17, 379/88.16, 379/71, 379/76, 379/67.1
• US Class Current: 379/88.23
• 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

Abstract

Method and system for navigating in an interactive voice response system including detecting an account login request, authenticating the login request, detecting a location identifier request, and generating a location identifier in response to the location identifier request is provided. Also, the method and system includes detecting an account login request, authenticating the login request, receiving a location identifier, and bypassing one or more menu hierarchy in an interactive navigation system to transfer the user associated with the account login request to a location in the menu hierarchy associated with the location identifier.

Claims

1. A method of navigating in an interactive voice response system, the method comprising the steps of:

detecting an account login request;

receiving a location identifier;

performing account login authentication based on the received location identifier; and

bypassing one or more menu hierarchy in an interactive navigation system to transfer the user associated with the account login request to a location in the menu hierarchy associated with the location identifier.

2. The method of claim 1 wherein the step of performing account login authentication includes the steps of:

retrieving a user account information associated with the location identifier; and

authenticating the account login request based on the retrieved user account information.

3. The method of claim 2 wherein the user account information includes one or more of a user account identification information, a user account password information, a user account transaction information, a user account billing information, a user account payment information, a user profile information, a user account demographic information, and a user account payment history information.

4. A system for navigating an interactive voice response system, comprising:

a user terminal;

a server terminal operatively coupled to the user terminal, the server terminal configured to receive an account login request and a location identifier from the user terminal, the server terminal further configured to perform account login authentication based on the received location identifier, and bypassing one or more menu hierarchy in an interactive navigation system to transfer the user associated with the account login request to a location in the menu hierarchy associated with the location identifier.

5. The system of claim 4 wherein the user terminal includes one of a telephone, a mobile telephone, a communication enabled personal digital assistant, a laptop computer, a smartphone, and a bi-directional communication enabled pager.

6. The system of claim 4 wherein the server terminal further includes a storage device for storing data associated with the account login request.

7. The system of claim 4 further including a CRM database operatively coupled the server terminal, the server terminal configured to store data, retrieve data, and modify stored data in the CRM database.