Help option enhancement for interactive voice response systems
First Claim
1. A system for providing help within an interactive voice response application comprising:
- a processor;
a non-transitory computer readable storage having stored thereon instructions for controlling the processor for;
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 inputrepeating a previous presentment of a menu or other prompt if a first time-out event occurs subsequent to a no-match event;
presenting a predetermined help message if a second time-out event occurs after repeating the previous presentment of the menu or other prompt;
presenting the predetermined help message such that the previous presentment of the menu or other prompt is not repeated if the first time-out event occurs subsequent to a no-response event;
determining whether the default help request is a no-match event or whether said default help request is a time-out event if said event is a default help request;
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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Accused Products
Abstract
A method for providing help within an interactive voice response application can include the step of determining an interactive voice response event corresponding to a help menu request. The event can be classified as a default help request or a user initiated help request. If the event is classified as a default help request, a time for receiving user input can be set to a default value. If, however, the event is classified as a user initiated help request, the time for receiving user input can be set to a value less than the default value. The interactive voice response application can take programmatic action upon expiration of the time for receiving user input.
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Citations
13 Claims
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1. A system for providing help within an interactive voice response application comprising:
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a processor; a non-transitory computer readable storage having stored thereon instructions for controlling the processor for; 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; presenting a predetermined help message if a second time-out event occurs after repeating the previous presentment of the menu or other prompt; presenting the predetermined help message such that the previous presentment of the menu or other prompt is not repeated if the first time-out event occurs subsequent to a no-response event; determining whether the default help request is a no-match event or whether said default help request is a time-out event if said event is a default help request; 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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2. A system for providing help within an Interactive Voice Response application comprising the steps of:
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a processor; a non-transitory computer readable storage having stored thereon instructions for controlling the processor for; determining an interactive voice response event corresponding to a request for help; 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, and classifying said event as a user initiated help request if said event includes a user request for help; setting a time-out threshold to a default time; decreasing said time-out threshold if and only if said event includes a user request for help; audibly presenting a first help message; starting a no-response timer once said first help message has been presented; audibly presenting a second help message if said no-response timer exceeds said time-out threshold, wherein said second help message comprises one of a plurality of different help messages; repeating a previous presentment of a menu or other prompt if a first time-out event occurs subsequent to a no-match event; presenting a predetermined help message if a second time-out event occurs after repeating the previous presentment of the menu or other prompt; presenting the predetermined help message such that the previous presentment of the menu or other prompt is not repeated if the first time-out event occurs subsequent to a no-response event; determining whether the default help request is a no-match event or whether said default help request is a time-out event if said event is a default help request; audibly presenting one of the plurality of help messages if the default help request is a no-match event; and audibly presenting a different one of the plurality of help messages if the default help request is a time-out event.
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3. A non-transitory computer readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a computer system for causing the computer system to perform the steps of:
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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. - View Dependent Claims (4)
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5. A non-transitory computer readable storage having stored thereon, a computer program having a plurality of code sections, said code sections executable by a computer system for causing the computer system to perform the steps of:
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determining an interactive voice response event corresponding to a help message request; 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 includes a user request for help; setting a time-out threshold to a default time; if and only if said event includes a user request for help, decreasing said time-out threshold; audibly presenting a first help message; once said first help message has been presented, starting a no-response timer; and if said no-response timer exceeds said time-out threshold, audibly presenting a second help message, wherein said second help message comprises one of a plurality of different help messages; 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; audibly presenting one of the plurality of help messages if the default help request is a no-match event; and audibly presenting a different one of the plurality of help messages if the default help request is a time-out event. - View Dependent Claims (6, 7, 8, 9, 10, 11, 12, 13)
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Specification