Adjustable interactive voice response system

Patent metadata

Field	Value
Publication number	US-9736310-B2
Application number	US-201615270203-A
Country	US
Kind code	B2
Filing date	Sep 20, 2016
Priority date	Sep 21, 2015
Publication date	Aug 15, 2017
Grant date	Aug 15, 2017

Abstract

Provided herein are methodologies, systems, apparatus, and non-transitory computer-readable media for providing an adjustable interactive voice response (IVR) system. User identification information is received in order to determine which portions of an IVR system the user can access. The user can then search the IVR system based on a search term corresponding to a verbal phrase recognizable in the IVR system. The user can enter the search term via a GUI displayed on an electronic device. A listing of audio files or options files corresponding to the verbal phrase is then transmitted to the electronic display device. A new verbal phrase to be recognized in the IVR system is then received from the user, and a system flow including at least one of the audio files or options files is modified to correspond to the new verbal phrase.

First claim

What is claimed is:

1. A method for providing an adjustable interactive voice response (IVR) system, the method comprising:
receiving, over a network from a user, identification information relating to the user;
providing the user with access to files within the IVR system in response to validation of the identification information;
receiving from the user a search term corresponding to a verbal phrase recognizable in the IVR system, the received search term provided by the user via a displayed graphical user interface provided on an electronic device accessed by the user;
transmitting to the electronic device at least one of a listing of audio files and options files corresponding to the verbal phrase recognizable in the IVR system, the at least one of a listing of audio files and options files displayed on the graphical user interface;
receiving from the user via the graphical user interface a new verbal phrase to be recognized in the IVR system; and
modifying a system flow including at least one of the audio files or options files to correspond to the new verbal phrase.

2. The method of claim 1 , wherein modifying a system flow including at least one of the audio files includes generating a new audio file corresponding to the new verbal phrase.

3. The method of claim 1 , further comprising transmitting to the electronic device a listing of IVR system flow options associated with the audio files or options files corresponding to the verbal phrase recognizable in the IVR system.

4. The method of claim 3 , further comprising:
receiving from the user a new IVR system flow option associated with the audio files or options files; and
implementing the new IVR system flow option within the IVR system.

5. The method of claim 1 , further comprising:
transmitting to the electronic device a properties file, audio file, and .GRXML file associated with the verbal phrase recognizable in the IVR system.

6. The method of claim 5 , further comprising:
receiving an edited properties file from the user; and
implementing the edited properties file within the IVR system.

7. The method of claim 6 , further comprising:
testing the edited properties file prior to implementation within the IVR system.

8. The method of claim 1 further comprising:
providing the user with access to only a subset of files within the IVR system in response to the validation of the identification information, the subset being less than all of the files within the IVR system.

9. An adjustable interactive voice response (IVR) system, comprising:
one or more servers programmed to:
receive, over a network from a user, identification information relating to the user;
provide the user with access to files within the IVR system, in response to validation of the identification information;
receive from the user a search term corresponding to a verbal phrase recognizable in the IVR system, the received search term provided by the user via a displayed graphical user interface provided on an electronic device accessed by the user;
transmit to the electronic device at least one of a listing of audio files and options files corresponding to the verbal phrase recognizable in the IVR system, the at least one of a listing of audio files and options files displayed on the graphical user interface;
receive from the user a new verbal phrase to be recognized in the IVR system; and
modify a system flow including at least one of the audio files or options files to correspond to the new verbal phrase.

10. The system of claim 9 , wherein modifying a system flow including at least one of the audio files includes generating a new audio file corresponding to the new verbal phrase recognizable in the IVR system.

11. The system of claim 9 , wherein the one or more servers are further programmed to transmit to the electronic device a listing of IVR system flow options associated with the audio files or options files corresponding to the verbal phrase recognizable in the IVR system.

12. The system of claim 11 , wherein the one or more servers are further programmed to:
receive from the user a new IVR system flow option associated with the audio files or options files; and
implement the new IVR system flow option within the IVR system.

13. The system of claim 9 , wherein the one or more servers are further programmed to transmit to the electronic device a properties file, audio file, and .GRXML file associated with the verbal phrase recognizable in the IVR system.

14. The system of claim 13 , wherein the one or more servers are further programmed to receive an edited properties file from the user; and implement the edited properties file within the IVR system.

15. The system of claim 14 , wherein the one or more servers are further programmed to test the edited properties file prior to implementation within the IVR system.

16. The system of claim 9 wherein the one or more servers are further programmed to:
provide the user with access to only a subset of files within the IVR system in response to the validation of the identification information, the subset being less than all of the files within the IVR system.

17. A non-transitory computer readable medium storing instructions executable by a processing device, wherein execution of the instructions provides an adjustable interactive voice response (IVR) system, the instructions when executed causing a processing device to:
receive, over a network from a user, identification information relating to the user;
provide the user with access to files within the IVR system in response to validation of the identification information;
receive from the user a search term corresponding to a verbal phrase recognizable in the IVR system, the received search term provided by the user via a displayed graphical user interface provided on an electronic device accessed by the user;
transmit to the electronic device at least one of a listing of audio files and options files corresponding to the verbal phrase recognizable in the IVR system, the at least one of a listing of audio files and options files displayed on the graphical user interface;
receive from the user a new verbal phrase to be recognized in the IVR system; and
modify a system flow including at least one of the audio files or options files to correspond to the new verbal phrase.

18. The medium of claim 17 , wherein modifying a system flow including at least one of the audio files includes generating a new audio file corresponding to the new verbal phrase.

19. The medium of claim 17 , wherein execution of the instructions further causes the processing device to transmit to the electronic device a listing of IVR system flow options associated with the audio files or options files corresponding to the verbal phrase recognizable in the IVR system.

20. The medium of claim 19 , wherein execution of the instructions further causes the processing device to:
receive from the user a new IVR system flow option associated with the audio files or options files; and
implement the new IVR system flow option within the IVR system.

21. The medium of claim 17 , wherein execution of the instructions further causes the processing device to transmit to the electronic device a properties file, audio file, and .GRXML file associated with the verbal phrase recognizable in the IVR system.

22. The medium of claim 21 , wherein execution of the instructions further causes the processing device to receive an edited properties file from the

Assignees

• Wal Mart Stores Inc

Inventors

• Casasola Jose
• Ragsdale John

Classifications

• H04M3/4938 Primary

  comprising a voice browser which renders and interprets, e.g. VoiceXML · CPC title

• H04M3/527 Primary

  Centralised call answering arrangements not requiring operator intervention · CPC title

• H04M2203/252

  where a voice mode is enhanced with visual information · CPC title