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Help option enhancement for interactive voice response systems

  • US 7,490,286 B2
  • Filed: 09/25/2003
  • Issued: 02/10/2009
  • Est. Priority Date: 09/25/2003
  • Status: Expired due to Fees
First Claim
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1. A method for providing help within an interactive voice response application comprising the steps of:

  • determining an interactive voice response event;

    classifying said event as a default help request if said event is one of a no-match event and a time-out event, wherein the no-match event occurs when said event does not correspond to a user option provided by the application, and wherein the time-out event occurs if a user fails to respond to an application prompt within a predetermined duration of time;

    classifying said event as a user initiated help request if said event is a user request for help and not a non-help request;

    setting a time for receiving user input to a default value if said event is classified as said default help request;

    setting said time for receiving user input to a value less than said default value if said event is classified as said user initiated help request, wherein said interactive voice response application takes one of a plurality of different programmatic actions upon expiration of said time for receiving user input;

    repeating a previous presentment of a menu or other prompt if a first time-out event occurs subsequent to a no-match event;

    if a second time-out event occurs after repeating the previous presentment of the menu or other prompt, presenting a predetermined help message;

    if the first time-out event occurs subsequent to a no-response event, presenting the predetermined help message such that the previous presentment of the menu or other prompt is not repeated;

    if said event is a default help request, determining whether the default help request is a no-match event or whether said default help request is a time-out event;

    performing one of the plurality of programmatic actions if the default help request is a no-match event; and

    performing a different one of the plurality of programmatic actions if the default help request is a time-out event.

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