Voice response unit with a visual menu interface

• US 5,912,952 A
• Filed: 06/27/1996
• Issued: 06/15/1999
• Est. Priority Date: 06/27/1996
• Status: Expired due to Term

• Current Assignee: AT&T Corporation (AT&T, Inc.)
• Original Assignee: AT&T Corporation (AT&T, Inc.)
• Inventors: Brendzel, Henry Tzvi
• Primary Examiner(s): Chan, Wing F.
• Application Number:
  US08/670,311
• Time in Patent Office: 1,083 Days
• Field of Search: 379/96-98, 379/93, 379/100, 379/88-90, 379/67, 379/52, 379/201, 379/207, 379/93.01, 379/93.09, 379/93.17, 379/93.21, 379/93.22, 379/93.25, 348/14-19, 345/353, 345/356, 345/357
• US Class Current: 379/93.25
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• 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

Abstract

An enhanced response unit that is able to send visual information to the customer as well as voice information, thereby providing the customer with a powerful and satisfying mechanism with which to achieve the desired result. The unit determines whether the CPE calling the unit is capable of interacting with visual information and adjusts its mode of operation accordingly. Because two channels of information are available, various capabilities are easily implemented such as interacting with users in visual mode and in aural mode simultaneously, such as recalling the visual menu process anytime, etc. The improved unit also allows for convenient linking, in response to an appropriate choice made by the customer, to a physically different response unit that provides its own menu.

Claims

1. Telecommunication apparatus responsive to an incoming call initiated by a party and arriving at a port of the apparatus, the apparatus providing aural prompts to the party that identify choices and receiving responsive signals indicative of choice selections, the improvement comprising:

a detector responsive to the incoming call;

a memory, storing signals that form at least one screen image, and the image, when displayed, shows at least two levels of a multi-level hierarchical menu structure; and

a processor, coupled to the memory and to the port, supplying the screen images to said port when the detector determines that the incoming call is adapted to accept visual signals, and supplying only aural prompts when the detector determines that the incoming call is not adapted to accept visual signals;

where each level comprises menu items, where at least one level comprises a list of menu items indicative of choice selections, and where at least one menu item of at least one level represents a request to display different levels of the menu structure rather than a choice selection.

2. The apparatus of claim 1 where the screen further comprises information areas that are concurrently provided with the multi-level hierarchical menu structure.

3. A method carried out in an automated response unit that includes an aural prompt process of providing to a party that initiates a call to the unit an interaction session, where the session includes a sequence of aural prompts from the unit and corresponding responses from the party, and where each prompt suggests choices to be made and each response indicates a choice selection, the improvement comprising the steps of:

determining whether the party is communicating with the unit via apparatus that accepts visual signals;

initiating said aural prompt process when said step of determining concludes that the apparatus does not accept visual signals; and

executing a visual prompt process when said step of determining concludes that the apparatus accepts visual signals, where the visual prompt process includes an interaction session that includes a sequence of presenting an image to the apparatus, and of receiving from the apparatus a signal that indicates a choice selection, where the image, when displayed, includes choices from which said choice selection is made, where the choices are displayed in a hierarchical manner, showing at least two of the hierarchical levels, and where some of the choices indicate a request to display another image to the exclusion of other actions and other choices indicate a request to take an action.

4. The method of claim 3 where the action to be taken comprises a separate visual prompt process for obtaining information from the party.

5. The method of claim 3 where the action to be taken comprises connecting the party to an operator.

6. The method of claim 5 where at any time in the course of interaction with the operator, a preselected control signal received by the automated response unit terminates the separate visual prompt process and re-executes the visual prompt process of claim 3.

7. The method of claim 3 where one of the choices presented by the image is a request to display a subsequent image and, in response to a signal from the apparatus indicating selection of this choice, the visual prompt process initiates another sequence that presents a subsequent image to the apparatus, where the subsequent image includes choices to be made, and receives from the apparatus a signal that indicates a choice selection.

8. The method of claim 3 where the image includes choices to be made and information conveyed.

9. The method of claim 8 where the information is related to the choices to be made.

10. The method of claim 8 where the information comprises additional instructions.

11. The method of claim 8 where the information comprises advertising images.

12. The method of claim 3 where at least one of the choices causes the automated response unit to connect the apparatus to a service provider unit.

13. The method of claim 12 where the service provider unit is an automated response unit.

14. The method of claim 13 where the automated response unit, in association with the connection of the apparatus to the service provider unit, instructs the service provider unit to execute a sequence comprising sending to the apparatus at least one image that includes choices to be made and receiving from the apparatus a signal that indicates a choice selection. that the incoming call is not adapted to accept visual signals.