Extensible interactive voice response

• US 8,279,844 B1
• Filed: 11/30/2010
• Issued: 10/02/2012
• Est. Priority Date: 11/03/2000
• Status: Expired due to Term

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Hammond, Dan
• Primary Examiner(s): HO, DUC CHI
• Application Number:
  US12/957,088
• Time in Patent Office: 672 Days
• Field of Search: None
• US Class Current: 370/338
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 7/1205 where the types of switching equipement comprises PSTN/ISDN equipment and switching equipment of networks other than PSTN/ISDN, e.g. Internet Protocol networks

Abstract

The present invention discloses a system and method for providing interactive voice response (IVR) applications executable on individual communication devices. Unlike current IVR applications that run from centralized voice servers, the present invention describes a system in which communication units initiate communication with a multimedia server over a data network such as the Internet and download extensible copies of voice response applications. The communication device then runs the voice response applications, thus, locally administering the voice messages and accepting the voice or data input from a user. The multimedia server may preferably divide the application software into executable segments to accommodate communication devices with limited memory resources, such as mobile phones and hand-held computers. The system and method may implement different level of complexity by breaking application functionality into modules and the sub-modules. For multi-module applications, the communication units will re-establish communication links with the multimedia server to download each necessary or subsequent module or sub-module. The system and method may also allow users to connect directly to agents or operators to perform tasks that are too complex for efficient automation. The system may connect users and agents using any combination of a data network and voice network. The implementation of the voice response application using the data network connection allows a reduction in the number of telephone ports into an IVR and also allows multiple users to access the IVR over the same line, because of the asynchronous nature of the data network.

Claims

1. A method for providing information retrieval functionality to a communication device, said method comprising:

(a) storing at least one computer program on an application repository, wherein said at least one computer program implements an information retrieval application;

(b) downloading one of said at least one computer program to said communication device responsive to an order from said communication device, wherein said communication device executes said at least one computer program to locally implement said information retrieval application;

(c) receiving at a communication network connected to said communication device a request from said information retrieval application for responsive information, wherein said request includes data input into said communication device by a user; and

(d) forwarding said request to an external resource responsive to an address associated with said request.

2. The method of claim 1 further comprising:

(a) receiving at said communication network said responsive information from said external resource; and

(b) forwarding said responsive information to said communication device.

3. The method of claim 1 further comprising:

(a) receiving at said communication network an application request from said information retrieval application;

(b) forwarding said application request to another application repository;

(c) receiving at said communication network another computer program from said another application repository addressed to said information retrieval application; and

(d) forwarding said another computer program to said information retrieval application on said communication device, wherein said communication device executes said another computer program to implement another information retrieval application.

4. The method of claim 1 wherein said data is derived from one or more of:

(a) voice input;

(b) dual tone multiple frequency (DTMF) input; and

(c) electronic input.

5. The method of claim 4 wherein said one or more of:

(a) said voice input;

(b) said DTMF input; and

(c) said electronic input;

are converted into said data.

6. The method of claim 5 wherein said conversion takes place on said communication device.

7. The method of claim 1 wherein said order from said communication device is placed over a voice connection.

8. A non-transitory computer readable medium with a computer program recorded thereon for facilitating information retrieval on a communication device, said computer program comprising:

(a) code, executable on an application repository, for downloading application logic to a communication device, wherein said application logic is stored on said application repository;

(b) code, within said application logic and executable on said communication device, for implementing an information retrieval service;

(c) code, within said application logic and executable on said communication device, for receiving input from a user of said communication device according to said information retrieval service; and

(d) code, within said application logic and executable on said communication device, for transmitting one or more requests for information responsive to said input, wherein said code for transmitting transmits said one or more requests to at least one external resource.

9. The non-transitory computer readable medium of claim 8 further comprising code within said application logic, executable on said communication device, for receiving information from said at least one external resource.

10. The non-transitory computer readable medium of claim 8 further comprising code within said application logic, executable on said communication device, for processing said information for presentation to said user.

11. The non-transitory computer readable medium of claim 8 wherein said at least one external resource comprises one or more of:

(a) said application repository;

(b) one or more additional application repositories;

(c) an Internet-connected database; and

(d) a data network.

12. The non-transitory computer readable medium of claim 11 further comprising:

(a) code, executable one of said one or more additional application repositories, for downloading additional application logic to said communication device, wherein said additional application logic is stored on said application repository; and

(b) code, within said additional application logic and executable on said communication device, for implementing another information retrieval service.

13. The non-transitory computer readable medium of claim 8 wherein said input comprises one or more of:

(a) said voice input;

(b) said DTMF input; and

(c) said electronic input.

14. The non-transitory computer readable medium of claim 13 further comprising code for converting said input into electronic data consumable by said information retrieval service.

15. The non-transitory computer readable medium of claim 14 wherein said code for converting is executed on one of:

(a) said communication device; and

(b) said application repository.

16. An interactive multimedia response system comprising:

(a) a plurality of application repositories each having one or more logic applications stored thereon; and

(b) a network interface for downloading requested ones of said one or more logic applications from ones of said plurality of application repositories to a communication device;

wherein;

(i) said requested logic application is executed locally on said communication device to implement an interactive multimedia response application; and

(ii) said interactive multimedia response application receives input from a user of said communication device and retrieves one of;

(I) information directly from an external resource responsive to said input; and

(II) another logic application from said ones of said plurality of application repositories.

17. The interactive multimedia response system of claim 16 wherein said external resource comprises one or more of:

(a) said application repository;

(b) ones of said plurality of application repositories;

(c) an Internet-connected database; and

(d) a data network.

18. The interactive multimedia response system of claim 16 wherein said communication device includes a user interface for accepting said input responsive to said interactive multimedia response application, wherein said input comprises one or more of:

(a) voice commands;

(b) data input; and

(c) dual tone multiple frequency (DTMF) input; and

wherein the interactive multimedia response system further comprises voice recognition logic disposed on one or more of;

(i) said communication device; and

(ii) ones of said plurality of application repositories from which said application logic is downloaded.

19. The interactive multimedia response system of claim 16 wherein

(a) requests for ones of said one or more logic applications are transmitted over a voice connection;

and

(b) said requested ones of said one or more logic applications are downloaded to said communication device over a data connection.

20. The interactive multimedia response system of claim 16 wherein said interactive multimedia response application retrieves said information directly from an external resource over a data connection.