System and method for utilizing virtual agents in an interactive voice response application
First Claim
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1. A method of processing calls comprising:
- establishing at least a portion of a connection between a party and an interactive voice response (IVR) system, wherein the IVR system interacts with the party using a plurality of virtual agents, wherein each virtual agent represents a virtual department;
selecting a first distinguishable voice for a first virtual agent from a voice library;
prompting the party with the first virtual agent when addressing content related to a first virtual department, wherein the first virtual agent uses the first distinguishable voice;
receiving a response from the party;
selecting a second virtual department based on the response;
selecting a second distinguishable voice for a second virtual agent associated with the second virtual department from the voice library, wherein the second distinguishable voice is different than the first distinguishable voice; and
prompting the party with the second virtual agent, wherein the second virtual agent identifies itself with a name and notifies the party that the second virtual agent handles issues addressed by the second virtual department, and wherein the second virtual agent uses the second distinguishable voice.
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Abstract
The present disclosure provides a system and method configured to establish a connection with a party at an interactive voice response (IVR) system and provide a plurality of virtual agents associated with virtual departments based on a current stage within the process. A caller or party can be prompted with a first virtual agent when addressing content related to a first virtual department and prompted by a second virtual agent when addressing content related to a second virtual department.
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Citations
22 Claims
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1. A method of processing calls comprising:
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establishing at least a portion of a connection between a party and an interactive voice response (IVR) system, wherein the IVR system interacts with the party using a plurality of virtual agents, wherein each virtual agent represents a virtual department; selecting a first distinguishable voice for a first virtual agent from a voice library; prompting the party with the first virtual agent when addressing content related to a first virtual department, wherein the first virtual agent uses the first distinguishable voice; receiving a response from the party; selecting a second virtual department based on the response; selecting a second distinguishable voice for a second virtual agent associated with the second virtual department from the voice library, wherein the second distinguishable voice is different than the first distinguishable voice; and prompting the party with the second virtual agent, wherein the second virtual agent identifies itself with a name and notifies the party that the second virtual agent handles issues addressed by the second virtual department, and wherein the second virtual agent uses the second distinguishable voice. - View Dependent Claims (2, 3, 4, 5, 6)
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7. An interactive voice system comprising:
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a processor to initiate a provisioning of audio to a party of a given call; a memory to store instructions useable by the processor to indicate a stage of the given call, a voice library operable to store a plurality of distinguishable voices, wherein at least one of the plurality of distinguishable voices represents a virtual department; and an output engine that uses a first distinguishable voice from the voice library to prompt the party at a first stage of the given call and that uses a second distinguishable voice from the voice library at a second stage of the given call based on a virtual department associated with the second stage of the given call, wherein the output engine uses the second distinguishable voice to inform the party of a name associated with the second distinguishable voice and a description of an area of expertise associated with the second distinguishable voice, the output engine configured to provide the first distinguishable voice and the second distinguishable voice based on the subject matter of the first stage and the second stage, wherein the first distinguishable voice is different than the second distinguishable voice. - View Dependent Claims (8, 9, 10, 11, 12)
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13. An interactive voice response method comprising:
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establishing a connection with a party, prompting the party with a first distinguishable voice from a voice library in a first stage of an interactive voice response (IVR) menu, the first stage having first subject matter; receiving a response to the prompting; advancing to a second stage of the IVR menu having second subject matter based on the response; selecting a second distinguishable voice different than the first distinguishable voice from the voice library to interface with the party when addressing the second subject matter; and prompting the party for information with the second distinguishable voice based on the response, wherein the prompt includes informing the party of a name associated with the second distinguishable voice and a description of an area of expertise associated with the second distinguishable voice. - View Dependent Claims (14, 15, 16)
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17. A non-transitory computer readable medium comprising instructions executable by a processor to:
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engage in a call with a party to the call; prompt the party with a first distinguishable voice from a voice library in a first stage of an interactive voice response (IVR) menu; receive an utterance from the party; advance to a second stage of the IVR menu; select a second distinguishable voice from the voice library to use in the second stage of the IVR menu, wherein the second distinguishable voice is different than the first distinguishable voice, and wherein the second distinguishable voice is based on subject matter associated with the second stage of the IVR menu; and send the party a second prompt to provide another utterance with the second distinguishable voice, wherein the second prompt includes a name associated with the second distinguishable voice and an area of expertise associated with the second distinguishable voice. - View Dependent Claims (18, 19, 20, 21, 22)
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Specification