Sequential presentation of long instructions in an interactive voice response system
First Claim
1. A method of presenting instructions to a user during a communications session with a service center, in which an interactive response system interacts with the user, comprising:
- presenting a sequence of instructions to the user that enable completion of a procedure, the sequence of instructions being presented to the user by the interactive response system;
automatically pausing the sequence of instructions after each instruction for a predetermined time so as to permit the user to perform a task identified in the instruction;
presenting a summary of the sequence of instructions to the user; and
re-presenting a portion of the sequence of instructions to the user in response to an indication from the user to re-start the sequence of instructions at a specific location in the sequence of instructions.
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Accused Products
Abstract
A method of presenting instructions to a user sending an incoming communication to a service center includes presenting a menu to the user. The menu includes a plurality of procedure descriptors to the user. The user is presented, according to a selection of one of the procedure descriptors by the user, a sequence of instructions which enable completion of a procedure described by the selected procedure descriptor. The incoming communication is transferred at a position in the sequence of instructions to a representative. The incoming communication is also transferred back to the same position in the sequence of instructions.
230 Citations
20 Claims
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1. A method of presenting instructions to a user during a communications session with a service center, in which an interactive response system interacts with the user, comprising:
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presenting a sequence of instructions to the user that enable completion of a procedure, the sequence of instructions being presented to the user by the interactive response system; automatically pausing the sequence of instructions after each instruction for a predetermined time so as to permit the user to perform a task identified in the instruction; presenting a summary of the sequence of instructions to the user; and re-presenting a portion of the sequence of instructions to the user in response to an indication from the user to re-start the sequence of instructions at a specific location in the sequence of instructions. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A method of presenting instructions to a user during a communications session with a service center, in which an interactive response system interacts with the user, comprising:
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presenting a sequence of instructions to the user that enable completion of a procedure, the sequence of instructions being presented to the user by the interactive response system; automatically pausing the sequence of instructions after each instruction for a predetermined time so as to permit the user to perform a task identified in the instruction; presenting a summary of the sequence of instructions to the user; and re-presenting a portion of the sequence of instructions in reverse order in response to an indication from the user to sequentially move backwards in the sequence of instructions. - View Dependent Claims (10, 11, 12, 13)
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14. A method of presenting instructions to a user during a communications session with a service center, in which an interactive response system interacts with the user, comprising:
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presenting a sequence of instructions to the user that enable completion of a procedure, the sequence of instructions being presented to the user by the interactive response system; automatically pausing the sequence of instructions after each instruction for a predetermined time so as to permit the user to perform a task identified in the instruction; presenting a summary of the sequence of instructions to the user; and returning to a previously presented instruction based upon input by the user. - View Dependent Claims (15, 16, 17, 18, 19, 20)
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Specification