Pinning in an interactive media/voice response system

Patent metadata

Field	Value
Publication number	US-9900438-B1
Application number	US-201615280769-A
Country	US
Kind code	B1
Filing date	Sep 29, 2016
Priority date	Sep 29, 2016
Publication date	Feb 20, 2018
Grant date	Feb 20, 2018

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 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 traversed menu option and stored in association with the traversed menu option;
receiving, by the processor, a command for creating a pin to a current menu option;
receiving, by the processor, a name for the pin generated by the end user;
generating, by the processor, a pin identifier for the pin based on the name; and
storing, by the processor, the pin 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 name for the pin generated by the end user is a spoken word or phrase, wherein the method further comprises converting the word or phrase to text prior to storing the pin identifier in association with the user and the current menu option.

3. The method of claim 1 , wherein the pin identifier is stored, by the processor, in association with the input received from the end user.

4. 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 pin identifier is stored, by the processor, in association with the menu path.

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

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

7. The method of claim 1 , 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.

8. A method for providing an interactive voice response (IVR) menu in an IVR system, the method comprising:
receiving, by a processor, a name for a pin generated by an end user;
generating, by the processor, a pin identifier for the pin based on the name;
providing, by the processor, an IVR menu having a plurality of menu options;
retrieving, by the processor, the pin stored in association with a user record, a first menu option of the plurality of menu options, a navigation path corresponding to the menu options traversed during navigation of the IVR menu, an input associated with a traversed menu option, and the pin identifier;
providing, by the processor, the pin identifier to the end user;
receiving, by the processor, a command provided by the end user selecting the pin identifier; and
restoring, by the processor, the navigation path, the input being provided at the traversed menu option;
providing, by the processor, in response to receiving the command, the first menu option.

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

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

11. The method of claim 8 , wherein, retrieving the pin stored in association with the user record comprises retrieving a plurality of pins stored in association with the user record, each of the plurality of pins being stored in association with respective menu options and pin identifiers, providing the pin identifier to the end user is providing each of the respective pin identifiers of the plurality of pins, and the command selecting the pin identifier is selecting one of the pin identifiers from the respective pin identifiers of the plurality of pins.

12. The method of claim 8 , further comprising authenticating, by the processor, that the end user is associated with the user record.

13. The method of claim 12 , wherein the user record has an associated recorded automatic number identification (ANI) number or recorded internet protocol (IP) address, and wherein authenticating that the end user is associated with the user record comprises comparing an ANI number or an IP address of the end user for the current interaction with the recorded ANI number or recorded IP address.

14. The method of claim 8 wherein the pin is stored in association with a time to live (TTL) value, and further comprising determining, by the processor, that the pin is valid based on the TTL value.

15. The method of claim 8 , further comprising determining that the user record is stored in association with one or more pin.

16. 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 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 traversed menu option and stored in association with the traversed menu option;
receive a command for creating a pin to a current menu option;
receive a name for the pin generated by the end user;
generate a pin identifier for the pin based on the name; and
store the pin 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 16 , wherein the name for the pin generated by the end user is a spoken word or phrase, wherein the processor further converts the word or phrase to text prior to storing the pin, identifier in association with the user and the current menu option.

18. The system of claim 16 , wherein the processor stores the pin identifier in association with the input received from the end user.

19. The system of claim 16 , 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 pin identifier in association with the menu path.

20. The system of claim 16 , 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

• G10L15/26

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

• G10L2015/223

  Execution procedure of a spoken command · CPC title

• G10L15/22

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

• H04M3/527 Primary

  Centralised call answering arrangements not requiring operator intervention · CPC title

• H04M3/42059

  Making use of the calling party identifier · CPC title