System and method for graphically displaying and navigating through an interactive voice response menu
US5802526A · kind A · utility
Assignee
Inventors
Key dates
| Filing date | Apr 18, 1996 |
| Grant date | Sep 1, 1998 |
| Priority date | — |
| Expiry date | Apr 18, 2016 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S707/99945
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Interactive voice response systems (IVRS) are used as interfaces at a wide variety of support and information retrieval centers. A caller who contacts in IVRS-equipped support center can choose to have the voice information contained in the IVRS menus displayed graphically on the caller's communications terminal. The graphical display allows a caller to navigate up and down in the IVRS menus, skipping intermediate steps that would be required making responses to voice queries. In one embodiment the Hyper Text Markup Language (HTML) is used to produce the graphical display. The HTML data also contains a pre-defined protocol used to display IVRS menus. The graphical display of IVRS menus saves callers time, and displays IVRS information more quickly and thoroughly than could be done with voice. Graphical display of IVRS menus also saves support costs since a caller may find desired information without interaction with support center personal.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.