Visual interactive voice response system
First Claim
1. A computer-implemented method, comprising:
- receiving, by an application server and from a communications device, a request to execute an interaction site for enabling communications to be exchanged between an automated response system and the communications device, wherein the interaction site specifies a multi-step communication flow between the communications device and the automated response system;
transmitting, from the application server and to the automated response system, a request to execute the interaction site;
receiving, by the application server and from the automated response system, first instructions that, when executed, provide one or more steps of the multi-step communication flow between the communications device and the automated response system;
determining, by the application server, whether the request from the communications device is for a voice-interaction with the interaction site or a visual-interaction with the interaction site;
in response to determining that the request from the communications device is for the voice-interaction with the interaction site;
determining, by the application server and based on the first instructions, second instructions that, when executed by the communications device, provide the one or more steps through a voice interaction with a user of the communications device; and
transmitting, from the application server and to the communications device, the second instructions; and
in response to determining that the request from the communications device is for the visual-interaction with the interaction site;
determining, by the application server and based on the first instructions, third instructions that, when executed by the communications device, provide the one or more steps through a visual interaction with the user of the communications device; and
,transmitting, from the application server and to the communications device, the third instructions.
4 Assignments
0 Petitions
Accused Products
Abstract
A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.
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Citations
20 Claims
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1. A computer-implemented method, comprising:
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receiving, by an application server and from a communications device, a request to execute an interaction site for enabling communications to be exchanged between an automated response system and the communications device, wherein the interaction site specifies a multi-step communication flow between the communications device and the automated response system; transmitting, from the application server and to the automated response system, a request to execute the interaction site; receiving, by the application server and from the automated response system, first instructions that, when executed, provide one or more steps of the multi-step communication flow between the communications device and the automated response system; determining, by the application server, whether the request from the communications device is for a voice-interaction with the interaction site or a visual-interaction with the interaction site; in response to determining that the request from the communications device is for the voice-interaction with the interaction site; determining, by the application server and based on the first instructions, second instructions that, when executed by the communications device, provide the one or more steps through a voice interaction with a user of the communications device; and transmitting, from the application server and to the communications device, the second instructions; and in response to determining that the request from the communications device is for the visual-interaction with the interaction site; determining, by the application server and based on the first instructions, third instructions that, when executed by the communications device, provide the one or more steps through a visual interaction with the user of the communications device; and
,transmitting, from the application server and to the communications device, the third instructions. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system, comprising:
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one or more processors and one or more non-transitory computer-readable storage devices storing instructions that when executed by the one or more processors cause the one or more processors to perform operations comprising; receiving, from a communications device, a request to execute an interaction site for enabling communications to be exchanged between an automated response system and the communications device, wherein the interaction site specifies a multi-step communication flow between the communications device and the automated response system; transmitting, to the automated response system, a request to execute the interaction site; receiving, from the automated response system, first instructions that, when executed, provide one or more steps of the multi-step communication flow between the communications device and the automated response system; determining whether the request from the communications device is for a voice-interaction with the interaction site or a visual-interaction with the interaction site; in response to determining that the request from the communications device is for the voice-interaction with the interaction site; determining, based on the first instructions, second instructions that, when executed by the communications device, provide the one or more steps through a voice interaction with a user of the communications device; and transmitting, to the communications device, the second instructions; and in response to determining that the request from the communications device is for the visual-interaction with the interaction site; determining, based on the first instructions, third instructions that, when executed by the communications device, provide the one or more steps through a visual interaction with the user of the communications device; and
,transmitting, to the communications device, the third instructions. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A non-transitory computer-readable storage device storing instructions that when executed by one or more processors, cause the one or more processors to perform operations comprising:
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receiving, from a communications device, a request to execute an interaction site for enabling communications to be exchanged between an automated response system and the communications device, wherein the interaction site specifies a multi-step communication flow between the communications device and the automated response system; transmitting, to the automated response system, a request to execute the interaction site; receiving, from the automated response system, first instructions that, when executed, provide one or more steps of the multi-step communication flow between the communications device and the automated response system; determining whether the request from the communications device is for a voice-interaction with the interaction site or a visual-interaction with the interaction site; in response to determining that the request from the communications device is for the voice-interaction with the interaction site; determining, based on the first instructions, second instructions that, when executed by the communications device, provide the one or more steps through a voice interaction with a user of the communications device; and transmitting, to the communications device, the second instructions; and in response to determining that the request from the communications device is for the visual-interaction with the interaction site; determining, based on the first instructions, third instructions that, when executed by the communications device, provide the one or more steps through a visual interaction with the user of the communications device; and
,transmitting, to the communications device, the third instructions.
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Specification