Pinning in an interactive media/voice response system

Patent metadata

Field	Value
Publication number	US-10225407-B2
Application number	US-201815898174-A
Country	US
Kind code	B2
Filing date	Feb 15, 2018
Priority date	Sep 29, 2016
Publication date	Mar 5, 2019
Grant date	Mar 5, 2019

Abstract

A system and method for providing an interactive media response menu in an interactive media response (IMR) system is described. The system provides an end user with an IMR menu. The end user has the option to pin particular menu options throughout the IMR menu. During subsequent interactions with the IMR system, the end user can access a menu of his or her pinned menu options. The end user can select one of the pinned menu options and the IMR system will present that menu option to the end user.

First claim

What is claimed is:

1. A method for generating a pin in an interactive voice response (IVR) system, the method comprising:
providing, by a processor, an IVR menu having a plurality of menu options;
monitoring, by the processor, navigation of the IVR menu;
storing, by the processor, a navigation path corresponding to the plurality of menu options traversed during the navigation of the IVR menu;
storing, by the processor, an input received from an end user during the navigation of the IVR menu, wherein the input is received in association with a particular menu option of the plurality of menu options traversed during the navigation of the IVR menu, and stored in association with the particular menu option;
receiving, by the processor, a command for creating a pin to a current menu option of the plurality of menu options;
generating, by the processor, an identifier in response to the command; and
storing, by the processor, the identifier in association with the end user, the current menu option, the navigation path, and the input received from the end user.

2. The method of claim 1 , wherein the identifier is a spoken word or phrase, wherein the method further comprises converting the word or phrase to text prior to storing the identifier in association with the end user, the current menu option, the navigation path, and the input received from the end user.

3. The method of claim 1 , wherein monitoring navigation of the IVR menu comprises receiving the menu options navigated by the end user and generating a menu path, and wherein the identifier is stored, by the processor, in association with the menu path.

4. The method of claim 1 , further comprising generating a time to live (TTL) value for the pin, wherein the identifier is stored, by the processor, in association with the TTL value.

5. The method of claim 1 , further comprising receiving, by the processor, a user generated time to live (TTL) value for the pin, wherein the identifier is stored, by the processor, in association with the user generated TTL value.

6. The method of claim 1 , wherein providing the IVR menu comprises providing one or more pinnable menu options of the plurality of menu options which provide the end user with the ability to input a command for creating a pin, and wherein the current menu option is a pinnable menu option.

7. A method for providing an interactive voice response (IVR) menu in an IVR system, the method comprising:
identifying, by a processor, an inbound interaction from an end user;
providing, by the processor, an IVR menu having a plurality of menu options, in response to the identified inbound interaction, wherein a first menu option of the plurality of menu options is associated with an identifier generated in response to a command to pin the first menu option;
identifying, by the processor, the identifier stored in association with the first menu option;
providing, by the processor, the identifier to an end user;
receiving, by the processor, a command in response to providing the identifier;
retrieving, by the processor, in response to the command, data stored in association with the identifier, the data including the first menu option, a navigation path corresponding to a prior navigation of the IVR menu, and an input received from the end user during the prior navigation of the IVR menu;
placing, by the processor, the interaction in a particular state based on the retrieved navigation path and the retrieved input; and
providing, by the processor, the first menu option.

8. The method of claim 7 , wherein the identifier is stored in association with context information.

9. The method of claim 8 , wherein providing the first menu option comprises generating a content of the first menu option based on the context information.

10. The method of claim 7 , wherein identifying the identifier stored in association with the first menu option comprises identifying a plurality of identifiers stored in association with a user record, each of the plurality of identifiers being stored in association with respective menu options, providing the identifier to the end user is providing each of the plurality of identifiers, and the command in response to providing the identifier is selecting the identifier from the plurality of identifiers.

11. The method of claim 7 , further comprising authenticating, by the processor, that the end user is associated with the identifier.

12. The method of claim 11 , wherein the identifier is stored in association with a recorded automatic number identification (ANI) number or recorded internet protocol (IP) address, and wherein authenticating that the end user is associated with the identifier comprises comparing an ANI number or an IP address of the end user for the inbound interaction with the recorded ANI number or recorded IP address.

13. The method of claim 7 wherein the identifier is stored in association with a time to live (TTL) value, and further comprising determining, by the processor, that the identifier is valid based on the TTL value.

14. The method of claim 7 , further comprising identifying, by the processor, a user record associated with the end user, and determining, by the processor, that the user record is stored in association with one or identifier.

15. A system for providing an interactive voice response (IVR) menu, the system comprising:
a processor;
memory coupled to the processor and storing computer instructions therein, wherein the instructions cause the processor to:
provide an IVR menu having a plurality of menu options;
monitor navigation of the IVR menu;
store a navigation path corresponding to the plurality of menu options traversed during the navigation of the IVR menu;
store an input received from an end user during the navigation of the IVR menu, wherein the input is received in association with a particular menu option of the plurality of menu options traversed during the navigation of the IVR menu, and stored in association with the particular menu option;
receive a command for creating a pin to a current menu option of the plurality of menu options;
generate an identifier in response to the command; and
store the identifier in association with the end user, the current menu option, the navigation path, and the input received from the end user.

16. The system of claim 15 , wherein the identifier is a spoken word or phrase, wherein the processor further converts the word or phrase to text prior to storing the identifier in association with the end user, the current menu option, the navigation path, and the input received from the end user.

17. The system of claim 15 , wherein monitoring navigation of the IVR menu comprises receiving the menu options navigated by the end user and generating a menu path, and wherein the processor stores the identifier in association with the menu path.

18. The system of claim 15 , wherein providing the IVR menu comprises providing one or more pinnable menu options which provide the end user with the ability to input a command for creating a pin, and wherein the current menu option is a pinnable menu option.

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Hollenberg Todd
• Wellman Aaron
• Kumar Praphul

Classifications

• H04M3/527 Primary

  Centralised call answering arrangements not requiring operator intervention · CPC title

• H04M3/493 Primary

  Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} · CPC title

• G10L15/22

  Procedures used during a speech recognition process, e.g. man-machine dialogue · CPC title

• H04M2203/256

  comprising a service specific user interface · CPC title

• G10L15/26

  Speech to text systems (G10L15/08 takes precedence) · CPC title