Interactive voice response using a cloud-based service
US11012573B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 11, 2019 |
| Grant date | May 18, 2021 |
| Priority date | — |
| Expiry date | Oct 11, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Methods, systems, and computer-readable media for interactive voice response using a cloud-based service are disclosed. Voice input indicating interaction with an entity is received at a service provider environment. The entity is associated with an IVR data structure comprising one or more options associated with contacting the entity. The IVR data structure is selected based (at least in part) on analysis of the voice input by the service provider environment. The voice input is sent from a voice-capturing device to the service provider environment via a non-telephonic network. A contact point is selected from the IVR data structure based (at least in part) on analysis of the voice input and/or contextual information. A connection is initiated with the contact point.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.