Multi-channel interactive self-help application platform and method

US8554567B2 · kind B2 · utility

Assignee

• Voxeo Corporation · US

Inventors

• Harm-Jan Spier · Orlando, US
• Jonathan Robert Taylor · Ridgefield, US
• Robert J. Auburn · Orlando, US
• David Hoff · Vacaville, US
• Adam David Kalsey · Folsom, US
• Anthony J. Webb · Fort Wayne, US
• Alexander S. Agranovsky · Orlando, US

Key dates

• Filing date: Aug 20, 2010
• Grant date: Oct 8, 2013
• Expiry date: Oct 19, 2031

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M3/5191
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

An interactive voice response (IVR) platform running a voice application for use with a voice client is extended to support text messaging clients and other clients of other media types on other channels. An application-to-text messaging interface interfaces with text messaging clients via a text messaging protocol transport and interfaces with the IVR via an API. It includes a user/application manager to handle user and application accounts and a state/session manager to handle state information required by the text messaging operations and to handle sessions maintained by the IVR. Text modules are implemented having text synthesis and text recognition with a dictionary/grammar. These allow voice-specific application scripts to be interpreted in a text channel. The extended multi-channel platform supports an open source text messaging network and also through a transport gateways to other types of text messaging clients.