System and method for enabling voice driven interactions among multiple IVR's, constituting a voice workflow
First Claim
1. A method for enabling voice driven interactions among multiple interactive voice response (IVR) systems, said method comprising:
- receiving a telephone call from a user to a first IVR system to begin a transaction;
programmatically contacting, by said first IVR system, at least one additional IVR system, wherein said contacting comprises invoking tasks on said additional IVR system, and wherein said tasks require input from said user;
automatically transferring said telephone call from said first IVR system to said additional IVR system to allow exclusive communication only between said additional IVR system and said user;
receiving, by said additional IVR system, said input from said user so that said input is not supplied to said first IVR system;
completing, by said additional IVR system, said tasks using said input from said user to create task results;
automatically sending said task results from said additional IVR system to said first IVR system;
automatically transferring said telephone call from said additional IVR system back to said first IVR system; and
completing said transaction between said user and said first IVR system.
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Accused Products
Abstract
A method for enabling voice driven interactions among multiple interactive voice response (IVR) systems begins by receiving a telephone call from a user of a first IVR system to begin a transaction; and, automatically contacting, by the first IVR system, at least one additional IVR system. Specifically, the contacting of the additional IVR system includes assigning tasks to the additional IVR system. The tasks require input from the user and the additional IVR system is secure and separate from the first IVR system. Moreover, the tasks can include a transfer of currency and a transfer of local information.
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Citations
20 Claims
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1. A method for enabling voice driven interactions among multiple interactive voice response (IVR) systems, said method comprising:
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receiving a telephone call from a user to a first IVR system to begin a transaction; programmatically contacting, by said first IVR system, at least one additional IVR system, wherein said contacting comprises invoking tasks on said additional IVR system, and wherein said tasks require input from said user; automatically transferring said telephone call from said first IVR system to said additional IVR system to allow exclusive communication only between said additional IVR system and said user; receiving, by said additional IVR system, said input from said user so that said input is not supplied to said first IVR system; completing, by said additional IVR system, said tasks using said input from said user to create task results; automatically sending said task results from said additional IVR system to said first IVR system; automatically transferring said telephone call from said additional IVR system back to said first IVR system; and completing said transaction between said user and said first IVR system. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A method for enabling voice driven interactions among multiple interactive voice response (IVR) systems, said method comprising:
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receiving a telephone call from a user to a first IVR system to begin a transaction; programmatically contacting, by said first IVR system, at least one additional IVR system, wherein said contacting comprises assigning tasks to said additional IVR system, wherein said tasks require input from said user, and wherein said additional IVR system is secure and separate from said first IVR system; automatically transferring said telephone call from said first IVR system to said additional IVR system to allow exclusive communication only between said additional IVR system and said user; receiving, by said additional IVR system, said input from said user so that said input is not supplied to said first IVR system; completing, by said additional IVR system, said tasks using said input from said user to create task results; avoiding, by said additional IVR system, disclosure of said input from said user to said first IVR system; automatically sending said task results from said additional IVR system to said first IVR system; automatically transferring said telephone call from said additional IVR system back to said first IVR system; and completing said transaction between said user and said first IVR system. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A method for enabling voice driven interactions among multiple interactive voice response (IVR) systems, said method comprising:
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receiving a telephone call from a user to a first IVR system to begin a transaction; programmatically contacting, by said first IVR system, at least one additional IVR system, wherein said contacting comprises assigning tasks to said additional IVR system, wherein said tasks require input from said user, and wherein said additional IVR system is secure and separate from said first IVR system; automatically transferring said telephone call from said first IVR system to said additional IVR system to allow exclusive communication only between said additional IVR system and said user, wherein said transferring comprises; creating a session identification number for said telephone call; transferring said session identification number and context information from said first IVR system to said additional IVR system; storing said context information in a store; and sending a successful storage acknowledgment to said first IVR system; receiving, by said additional IVR system, said input from said user so that said input is not supplied to said first IVR system; completing, by said additional IVR system, said tasks using said input from said user to create task results; avoiding, by said additional IVR system, disclosure of said input from said user to said first IVR system, wherein said first IVR system does not require said input from said user, and wherein said input from said user comprises personal and financial information of said user; automatically sending said task results from said additional IVR system to said first IVR system; automatically transferring said telephone call from said additional IVR system back to said first IVR system; and completing said transaction between said user and said first IVR system, wherein interactions between said first IVR system and said additional IVR system comprise a workflow. - View Dependent Claims (16, 17, 18, 19)
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20. A non-transitory program storage device readable by machine, tangibly embodying a program of instructions executable by the machine to perform a method for enabling voice driven interactions among multiple interactive voice response (IVR) systems, said method comprising:
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receiving a telephone call from a user to a first IVR system to begin a transaction; programmatically contacting, by said first IVR system, at least one additional IVR system, wherein said contacting comprises assigning tasks to said additional IVR system, and wherein said tasks require input from said user; automatically transferring said telephone call from said first IVR system to said additional IVR system to allow exclusive communication only between said additional IVR system and said user; receiving, by said additional IVR system, said input from said user so that said input is not supplied to said first IVR system; completing, by said additional IVR system, said tasks using said input from said user to create task results; automatically sending said task results from said additional IVR system to said first IVR system; automatically transferring said telephone call from said additional IVR system back to said first IVR system; and completing said transaction between said user and said first IVR system.
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Specification