Method for interjecting comments to improve information presentation in spoken user interfaces
First Claim
Patent Images
1. A method of providing an audio menu to a user of a telephone to interact with an interactive voice response (“
- IVR”
) system during a session with said user, the method comprising the steps of;
a) indicating to the user by the IVR an audible first menu selection by providing a first primary prompt in a speech foreground mode, wherein said first primary prompt requests said user to select said first menu selection by providing a first speech response;
b) determining by the IVR after completion of the first primary prompt that said user has not responded to said primary prompt by providing said first speech response;
c) providing to the user by the IVR an audible first menu selection by providing a first secondary prompt, wherein said first secondary prompt requests said user to select said first menu selection by providing a first touchtone response;
d) determining by the IVR after completion of the first secondary prompt that said user has not responded to said first secondary prompt by providing said first touchtone response;
e) determining by the IVR that a first command prompt informing the user of a command has not been provided to the user during the session; and
f) providing to the user by the IVR said first command prompt informing the user of said command, said first command prompt requesting the user to invoke said command by providing a second speech response.
4 Assignments
0 Petitions
Accused Products
Abstract
A method and an apparatus for providing audio information to a user. The method and apparatus provide information in multiple modes that represent various pieces of information and/or alternatives. In various embodiments, the form of a prompt played is dependent on what previously played prompts were given to the user during that session.
-
Citations
16 Claims
-
1. A method of providing an audio menu to a user of a telephone to interact with an interactive voice response (“
- IVR”
) system during a session with said user, the method comprising the steps of;a) indicating to the user by the IVR an audible first menu selection by providing a first primary prompt in a speech foreground mode, wherein said first primary prompt requests said user to select said first menu selection by providing a first speech response; b) determining by the IVR after completion of the first primary prompt that said user has not responded to said primary prompt by providing said first speech response; c) providing to the user by the IVR an audible first menu selection by providing a first secondary prompt, wherein said first secondary prompt requests said user to select said first menu selection by providing a first touchtone response; d) determining by the IVR after completion of the first secondary prompt that said user has not responded to said first secondary prompt by providing said first touchtone response; e) determining by the IVR that a first command prompt informing the user of a command has not been provided to the user during the session; and f) providing to the user by the IVR said first command prompt informing the user of said command, said first command prompt requesting the user to invoke said command by providing a second speech response. - View Dependent Claims (2, 3, 4)
- IVR”
-
5. A method of providing an audio menu to a user of a telephone to interact with an interactive voice response (“
- IVR”
) system during a session with said user, the method comprising the steps of;a) indicating to the user by the IVR an audible first menu selection by providing a first primary prompt in a speech foreground mode, wherein said first primary prompt requests said user to respond by providing a first speech response; b) determining by the IVR after the completion of the first primary prompt that said user has not responded to said primary prompt by providing said first speech response; and c) wherein after step b) if the IVR determines that a secondary prompt has not been previously provided at least once during said session to said user then providing to the user an audible second menu selection comprising said secondary prompt, said secondary prompt requests said user to respond by providing a second speech response, and wherein after step b) if the IVR determines that said secondary prompt has been previously provided at least once during said session, then said IVR does not provide to said user said secondary prompt after said primary prompt. - View Dependent Claims (6, 7, 8, 9, 10)
- IVR”
-
11. A method of providing an audio menu to a user of a telephone interacting with an interactive voice response (“
- IVR”
) system configured in a speech-foreground mode, the method comprising the steps of;indicating to the user by the IVR an audible first menu selection by providing a first primary prompt followed by a first secondary prompt, wherein the first primary prompt informs the user of said first menu selection and wherein said first primary prompt instructs said user to select said first menu selection by saying a first grammar of one or more words associated with said first menu selection wherein said first grammar of one or more words do not comprise a numerical word, wherein the first secondary prompt instructs using a plurality of words informing said user how to select said first menu selection by pressing a first numerical key on said telephone; determining in said IVR that said user has not provided any input comprising either said first grammar of one or more words as speech or pressing said first numerical key in response to said first secondary prompt; and providing to the user by the IVR a second audible menu selection comprising a second primary prompt and a second secondary prompt, wherein the second primary prompt informs the user of said second menu selection and wherein said second primary prompt instructs said user to select said second menu selection by saying a second grammar of one or more words associated said second menu selection, wherein the second secondary prompt informs the user of how to select said second menu selection by pressing a second numerical key on said telephone, and wherein the second secondary prompt comprises a fewer number of words than the first secondary prompt. - View Dependent Claims (12, 13, 14, 15, 16)
- IVR”
Specification