Announcement system and method of use
First Claim
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1. A system comprising:
- a call reception module configured to receive a call from a caller;
a factor engine configured to identify a set of menu options based on a plurality of factors, wherein the factor engine is further configured to order the set of menu options based on weightings associated with each factor of the plurality of factors, wherein the weightings are not defined by the caller, and wherein at least one of the plurality of factors includes a geographic region of the caller, each of the weightings is applied to each of the plurality of factors to produce each weighted factor;
an audio clip sequencing engine responsive to the factor engine and configured to generate an ordered sequence of audio clips based on the ordered set of menu options, wherein one or more audio clips of the ordered sequence of audio clips are associated with one or more products or services that are available to the caller based on the geographic region of the caller;
an announcement engine responsive to the audio clip sequencing engine and configured to play the ordered sequence of audio clips in connection with the call; and
a response system configured to receive a caller selection of a menu option of the set of menu options;
wherein the announcement engine configured to play a pre-emptive clip before playing the ordered sequence of audio clips when an exception condition exists.
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Abstract
The disclosure is directed to a system including a factor engine, an audio clip sequencing engine and an announcement engine. The factor engine is configured to identify an ordered set of menu options based on a plurality of weighted factors. The audio clip sequencing engine is responsive to the factor engine and is configured to generate an ordered sequence of audio clips based on the ordered set of menu options. The announcement engine is responsive to the audio clip sequencing engine and is configured to play the ordered sequence of audio clips.
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Citations
26 Claims
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1. A system comprising:
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a call reception module configured to receive a call from a caller; a factor engine configured to identify a set of menu options based on a plurality of factors, wherein the factor engine is further configured to order the set of menu options based on weightings associated with each factor of the plurality of factors, wherein the weightings are not defined by the caller, and wherein at least one of the plurality of factors includes a geographic region of the caller, each of the weightings is applied to each of the plurality of factors to produce each weighted factor; an audio clip sequencing engine responsive to the factor engine and configured to generate an ordered sequence of audio clips based on the ordered set of menu options, wherein one or more audio clips of the ordered sequence of audio clips are associated with one or more products or services that are available to the caller based on the geographic region of the caller; an announcement engine responsive to the audio clip sequencing engine and configured to play the ordered sequence of audio clips in connection with the call; and a response system configured to receive a caller selection of a menu option of the set of menu options;
wherein the announcement engine configured to play a pre-emptive clip before playing the ordered sequence of audio clips when an exception condition exists. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A method of interacting with a caller, the method comprising:
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receiving a call from a caller at an automated announcement unit; identifying a set of menu options based on a plurality of factors, wherein at least one of the plurality of factors includes a geographic region of the caller; determining an order of the set of menu options to generate an ordered set of menu options based on weightings associated with each factor of the plurality of factors, wherein the weightings are not defined by the caller, each of the weightings is applied to each of the plurality of factors to produce each weighted factor; generating an announcement with respect to the call at the automated announcement unit by playing an ordered sequence of audio clips, wherein the ordered sequence of audio clips is based on the ordered set of menu options, and wherein one or more audio clips of the ordered sequence of audio clips are associated with one or more products or services that are available to the caller based on the geographic region of the caller; and receiving a caller selection of a menu option of the set of menu options;
wherein the automated announcement unit configured to play a pre-emptive clip before playing the ordered sequence of audio clips when an exception condition exists. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. An announcement system comprising:
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a call reception module configured to receive a call from a caller; a memory including an ordered sequence of audio clips, the ordered sequence of audio clips including at least a first general clip and an ordered set of menu option voice prompts, wherein the ordered set of menu option voice prompts is ordered based on a plurality of weighted factors, wherein the plurality of weighted factors is not defined by the caller, wherein at least one of the plurality of weighted factors includes a geographic region of the caller, and wherein one or more audio clips of the ordered sequence of audio clips are associated with one or more products or services that are available to the caller based on the geographic region of the caller, each of a plurality of weightings is applied to each of a plurality of factors to produce each weighted factor; an announcement engine configured to play an audio announcement derived from the ordered sequence of audio clips; and a response system configured to receive a caller selection associated with one of the ordered set of menu option voice prompts, wherein the response system is further configured to receive the caller selection concurrently with the announcement engine playing the audio announcement derived from the ordered sequence of audio clips, and wherein the caller selection includes one of a caller statement and a numeric selection;
wherein the announcement engine configured to play a pre-emptive clip before playing the ordered sequence of audio clips when an exception condition exists. - View Dependent Claims (21, 22, 23)
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24. An interactive call handling system comprising:
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a call reception module configured to receive an incoming call from a caller; a factor engine responsive to the call reception module and configured to identify a set of menu options based on a plurality of factors, wherein the factor engine is further configured to order the set of menu options based on weightings associated with each factor of the plurality of factors, wherein the weightings are not defined by the caller, and wherein at least one of the plurality of factors includes a geographic region of the caller, each of the weightings is applied to each of the plurality of factors to produce each weighted factor; an audio clip sequencing engine responsive to the factor engine and configured to generate an ordered sequence of audio clips corresponding the ordered set of menu options, wherein one or more audio clips of the ordered sequence of audio clips are associated with one or more products or services that are available to the caller based on the geographic region of the caller; an announcement engine responsive to the audio clip sequencing engine and responsive to the call reception module, the announcement engine configured to play the ordered sequence of audio clips in response to the incoming call; a response system responsive to the call reception module and configured to receive a caller selection of a menu option of the set of menu options, wherein the response system is further configured to receive the caller selection concurrently with the announcement engine playing the ordered sequence of audio clips; and a call handling action system responsive to the response system and configured to perform a call handling action in response to the caller selection;
wherein the announcement engine configured to play a pre-emptive clip before playing the ordered sequence of audio clips when an exception condition exists. - View Dependent Claims (25, 26)
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Specification