Method and system for timed interaction with an interactive voice response

• US 7,436,948 B1
• Filed: 12/23/2004
• Issued: 10/14/2008
• Est. Priority Date: 12/23/2004
• Status: Active Grant

• Current Assignee: Sprint Spectrum LP (Deutsche Telekom AG)
• Original Assignee: Sprint Spectrum LP (Deutsche Telekom AG)
• Inventors: Thenthiruperai, Balaji S.
• Primary Examiner(s): Anwah; Olisa
• Application Number:
  US11/023,770
• Time in Patent Office: 1,391 Days
• Field of Search: 379/265.01, 379/265.07, 379/265.11, 379/266.01, 379/88.01, 379/266.07, 379/266.03, 379/265.14, 379/265.08, 379/142.06, 715/700, 715/88.01, 715/266.07, 704/270.1
• US Class Current: 379/266.03
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

Provided are methods and systems associated with interactive voice response (“IVR”) systems that control the amount of time a user interacts with the system. According to the invention, an IVR system utilizes a timer or series of timers to determine how long a user has been interacting with the IVR system. When threshold events occur, the IVR system will analyze the status of the call and may switch the user to a predefined destination, such as to an operator queue, directly to a live operator, or to another designated navigation point in the IVR navigation structure. In this manner increasing the efficiency of manner in which the IVR system interacts with a caller.

Claims

1. An interactive voice response system comprising:

a communication interface for engaging in voice-band communications with a user via a telephone connection;

data storage;

navigation logic stored in the data storage and defining a navigation structure through which the user can navigate to various navigation points by providing voice-band commands to the interactive voice response system via the communication interface; and

timer logic stored in the data storage and executable by a processor (i) for determining that the user has been interacting with the interactive voice response system for a threshold period and (ii) for responsively switching the user over to a predefined destination,

wherein the timer logic is further executable to select the threshold period based on an identity of the user.

2. The interactive voice response system of claim 1, wherein the communication interface comprises a speech recognition engine that translates speech received from the user into digital representations of navigation commands.

3. The interactive voice response system of claim 2, wherein the communication interface further comprises a text-to-speech engine that translates text prompts into speech prompts for transmission to the user.

4. The interactive voice response system of claim 1, wherein the telephone connection comprises a circuit-switched telephone connection.

5. The interactive voice response system of claim 1, wherein the telephone connection comprises a packet-switched telephone connection.

6. The interactive voice response system of claim 1, wherein the navigation logic comprises a Voice-XML markup document.

7. The interactive voice response system of claim 1, wherein the predefined destination is an operator queue.

8. The interactive voice response system of claim 1, wherein the predefined destination is a live operator.

9. The interactive voice response system of claim 1, wherein determining that the user has been interacting with the interactive voice response system for a threshold period comprises determining that the user has been interacting with an aspect of the navigation structure for the threshold period.

10. The interactive voice response system of claim 9, wherein the aspect of the navigation structure is a given navigation point in the navigation structure.

11. The interactive voice response system of claim 9, wherein the aspect of the navigation structure is a plurality of navigation points in the navigation structure.

12. The interactive voice response system of claim 1, wherein the threshold period begins when the user first calls the interactive voice response system.

13. The interactive voice response system of claim 1,

wherein the timer logic is further executable to make a determination of whether the user is substantively interacting with the interactive voice response system, and

wherein the timer logic performs the switching function only if the determination is that the user is not substantively interacting with the interactive voice response system.

14. An interactive voice response system comprising:

a communication interface for engaging in voice-band communications with a user via a telephone connection;

data storage;

navigation logic stored in the data storage and defining a navigation structure through which the user can navigate to various navigation points by providing voice-band commands to the interactive voice response system via the communication interface; and

timer logic stored in the data storage and executable by a processor (i) for malting a determination that the user has been interacting with the interactive voice response system for a threshold period and (ii) using the determination as a basis to switch the user over to a predefined destination,

wherein the timer logic is further executable to select the threshold period based on an identity of the user.

15. In an interactive voice response system including navigation logic stored in data storage and defining a navigation structure through which a user can navigate to various navigation points by providing voice-band commands to the interactive voice response system via a communication interface, a method comprising:

determining at an interactive voice response system that the user has been interacting with the interactive voice response system for a threshold period; and

responsively switching the user to a predefined communication destination,

wherein the timer logic is further executable to select the threshold period based on an identity of the user.

16. The method of claim 15, wherein the predefined communication destination is a given navigation point in the interactive voice response system.

17. The method of claim 15, wherein the predefined communication destination is a live operator.

18. The method of claim 15, wherein determining that the user has been interacting with the interactive voice response system for the threshold period comprises determining that the user has been interacting with an aspect of the interactive voice response system for the threshold period.

19. The method of claim 15, wherein determining that the user has been interacting with the interactive voice response system for the threshold period comprises determining that the user has been engaged in a session with the interactive voice response system for the threshold period.