System and method for interactive voice response unit table-based programming
First Claim
1. A computerized interactive voice response system having a modular router application that processes audio files for interactive voice response applications, comprising:
- a display that displays a plurality of components of a modular router application;
the display comprising the plurality of components of the modular router application displayed in a structured format comprising a listing of a plurality of menu choices, at least one sequence of audio files, and a plurality of pointers to a plurality of stored audio files;
an input device that receives an input that changes at least one pointer of the plurality of pointers to a changed pointer;
the changed pointer indicating a different audio file;
a processor that modifies the modular router application to form a modified router application including the changed pointer; and
a database that stores the modified router application comprising the changed pointer, wherein the modified router application plays a different audio file according to the changed pointer.
1 Assignment
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Accused Products
Abstract
An embodiment provides a modular framework for managing multiple router applications in an interactive voice response (IVR) system. In an embodiment, a single table-driven framework approach is taken in which multiple IVR router applications, including menu/response type call routing applications and/or frequently asked question (FAQ)/response applications, may be managed in a more streamlined fashion. In an embodiment, a menu is presented to the caller. The menu is part of the router application which references information stored in a database, e.g., voice files and grammars, defined in a format, e.g., in table format. An embodiment analyzes the caller'"'"'s responses against the menu'"'"'s information to determine the appropriate actions to take and the appropriate data to retrieve. An embodiment also provides a centralized authentication process that may be used for all self-service router applications that require or somehow make use of authentication.
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Citations
20 Claims
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1. A computerized interactive voice response system having a modular router application that processes audio files for interactive voice response applications, comprising:
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a display that displays a plurality of components of a modular router application; the display comprising the plurality of components of the modular router application displayed in a structured format comprising a listing of a plurality of menu choices, at least one sequence of audio files, and a plurality of pointers to a plurality of stored audio files; an input device that receives an input that changes at least one pointer of the plurality of pointers to a changed pointer; the changed pointer indicating a different audio file; a processor that modifies the modular router application to form a modified router application including the changed pointer; and a database that stores the modified router application comprising the changed pointer, wherein the modified router application plays a different audio file according to the changed pointer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computerized method for programming a modular router application that processes audio files for interactive voice response applications, comprising:
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displaying, using a display device, a plurality of components of a modular router application; the displaying comprising displaying the plurality of components of the modular router application in a structured format comprising a listing of a plurality of menu choices, at least one sequence of audio files, and a plurality of pointers to a plurality of stored audio files; receiving, using an input device, an input that changes at least one pointer of the plurality of pointers to a changed pointer; the changed pointer indicating a different audio file; modifying, using a processor, the modular router application to form a modified router application including the changed pointer; and storing, in a database, the modified router application comprising the changed pointer, wherein the modified router application plays a different audio file according to the changed pointer. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification