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Voice response systems browsing

  • US 9,313,329 B2
  • Filed: 11/02/2009
  • Issued: 04/12/2016
  • Est. Priority Date: 11/02/2009
  • Status: Expired due to Fees
First Claim
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1. A method performed by a data processor that executes computer program code stored in a non-transitory computer readable media to perform a series of operations, the operations comprising:

  • visually displaying a graphical representation of a telephone query tree that comprises a multi-stage audio menu of a service,where the displayed graphical representation comprises a plurality of available actions configured to be selectable by a user who calls the service,where each stage of the multi-stage audio menu is associated with a list of choices presented audibly,where each list of choices comprises at least one of;

    a choice to perform one of the available actions and a choice to navigate to another stage of the multi-stage audio menu,where the graphical representation of the telephone query tree comprises a root node, a plurality of interior nodes and at least one leaf node,where the root node indicates an initial point of the user'"'"'s communication with the service,where each interior node is associated with a stage in the multi-stage audio menu, andwhere each leaf node is associated with one of;

    an available action that ends the user'"'"'s call to the service or an available action that requires user attention;

    receiving, at the data processor, a selection of a leaf node made by the user; and

    determining, by the data processor, a series of choices which result in navigating through the multi-stage audio menu in order to initiate the available action associated with the selected leaf node;

    navigating, by the data processor on behalf of the user, the audio menu in accordance with the determined series of choices, andone of, confirming to the user a completion of the navigation of the audio menu on behalf of the user, and connecting, based on the completion of the navigation, the user to a representative of the service,where determining the series of choices and navigating comprise translating the user'"'"'s selection to appropriate voice signals and tone signals and transmitting the voice signals and tone signals to the service.

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