System and method for interactive voice response unit table-based programming

• US 9,008,285 B2
• Filed: 07/24/2013
• Issued: 04/14/2015
• Est. Priority Date: 07/24/2013
• Status: Active Grant

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: Abel, David S.
• Primary Examiner(s): King, Simon
• Application Number:
  US13/949,887
• Publication Number:
  US 20150030140A1
• Time in Patent Office: 629 Days
• Field of Search: 379/88.04
• US Class Current: 379/88.04
• CPC Class Codes: G06F 3/0482 Interaction with lists of selectable items, e.g. menus
• CPC Class Codes: G10L 17/22 Interactive procedures; Man-machine interfaces
• CPC Class Codes: H04M 3/42034 Calling party identification service
• 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

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.

Claims

1. A computerized method for processing audio files for interactive voice response applications, comprising:

receiving, at a communication port of a device, an incoming voice call;

selecting, using at least one processor, a router application from a plurality of stored router applications responsive to the incoming voice call;

executing, using the at least one processor, a portion or all of the computer instructions of the router application selected, the selected router application computer instructions including instructions related to;

a plurality of menu selection options, a plurality of action types to be executed in response to a menu selection, and an indication of at least one audio file to be initiated;

retrieving, from an audio file database, the at least one audio file indicated by the router application selected;

determining, using the at least one processor, a caller selection input by the caller indicating that a caller is an insured customer;

initiating, from the audio file database, an audio file that includes a notice regarding insurance coverage after the determining step indicates that the caller is an insured customer;

initiating, using the at least one processor, an audio file offering a menu selection option;

determining, using the at least one processor, an action to be taken based on caller responsiveness to the audio file offering a menu selection option; and

performing, using the at least one processor, one of the following;

initiating a subsequent audio file indicated by the router application selected;

transferring the voice call; and

ending the voice call.

2. The method of claim 1, wherein the subsequent audio file indicated by the router application selected is retrieved from the audio file database responsive to a caller input.

3. The method of claim 2, wherein, after the subsequent audio file indicated by the router application has been retrieved and initiated, the router application selected determines, using the at least one processor, an action to be taken based on caller responsiveness to the subsequent audio file.

4. The method of claim 1, further comprising performing, using the at least one processor, caller authentication and data retrieval responsive to a successful caller authentication.

5. The method of claim 1, wherein each of the plurality of router applications comprises:

a plurality of menu selection options, a plurality of action types to be executed in response to a menu selection, and an indication of at least one audio file to be initiated.

6. The method of claim 1, wherein transferring the voice call comprises one of transferring the voice call to a customer representative station and transferring the voice call to another router application.

7. The method of claim 6, further comprising selecting the another router application based on caller responsiveness to an audio file offering a menu selection option;

and

thereafter loading, using the at least one processor, the another router application.

8. The method of claim 1, wherein the selecting, using at least one processor, a router application from a plurality of router applications based on the incoming voice call comprises selecting the router application based on the number dialed to initiate the voice call.

9. The method of claim 1, wherein the router application selected from a plurality of router applications comprises an action type for collecting voice input from a user and a maximum length indicator regarding a length of voice input to be collected.

10. A system for processing audio files for interactive voice response applications, comprising:

a device having at least one processor and at least one memory storing instructions accessible to the at least one processor, the instructions being executable by the at least one processor to;

receive, at a communication port of the device, an incoming voice call;

select, using the at least one processor, a router application from a plurality of router applications based on the incoming voice call;

load, using the at least one processor, the router application selected;

retrieve, from an audio file database, at least one audio file indicated by the router application selected;

initiate, using the at least one processor, a first audio file offering a menu option;

determine, using the at least one processor, an action to be taken based on caller responsiveness to the first audio file; and

perform, using the at least one processor, one of the following;

initiating a subsequent audio file indicated by the router application selected;

transferring the voice call; and

ending the voice call.

11. The system of claim 10, wherein the subsequent audio file indicated by the router application selected is retrieved from the audio file database responsive to a caller input.

12. The system of claim 11, wherein, after the subsequent audio file indicated by the router application has been retrieved and initiated, the router application selected determines, using the at least one processor, an action to be taken, based on caller responsiveness to the subsequent audio file.

13. The system of claim 11, wherein the instructions are further executable by the at least one processor to perform, using the at least one processor, caller authentication and data retrieval responsive to a successful caller authentication.

14. The system of claim 10, wherein each of the plurality of router applications comprises:

one or more menu options, an action to be taken in response to a selected option, and an audio file identifier corresponding to the action.

15. The system of claim 10, wherein transferring the voice call comprises one of transferring the voice call to a customer representative station and transferring the voice call to another router application.

16. The system of claim 15, wherein the instructions are further executable by the at least one processor to select the another router application based on caller responsiveness to the first audio file;

and

thereafter load, using the at least one processor, the another router application.

17. The system of claim 10, wherein to select, using the at least one processor, a router application from a plurality of router applications based on the incoming voice call comprises selecting the router application based on the number dialed to initiate the voice call.

18. A computerized method for processing audio files for interactive voice response applications, comprising:

providing, to an audio file database of an interactive voice response system, an audio file including a notice regarding insurance coverage;

providing, to the interactive voice response system, access to identifying information for one or more insured customers; and

providing, to the interactive voice response system, a plurality of menu selection options;

the interactive voice response system being configured to;

receive, at a communication port of a device, an incoming voice call;

select, using at least one processor, a router application from a plurality of router applications based on the incoming voice call;

load, using the at least one processor, the router application selected, the router application loaded including;

the plurality of menu selection options, a plurality of action types to be executed in response to a menu selection, and an indication of at least one audio file to be initiated;

retrieve, from the audio file database, the at least one audio file indicated by the router application selected;

determine, using the at least one processor, a caller selection indicating that a caller is an insured customer;

initiate, from the audio file database, the audio file including a notice regarding insurance coverage after the caller selection indicating that the caller is an insured customer;

initiate, using the at least one processor, a first audio file offering a menu option;

determine, using the at least one processor, an action to be taken based on caller responsiveness to the first audio file; and

perform, using the at least one processor, one of the following;

initiating a subsequent audio file indicated by the router application selected;

transferring the voice call; and

ending the voice call.