System and method for creating interactive voice response (IVR) dialers
US9100478B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 7, 2014 |
| Grant date | Aug 4, 2015 |
| Priority date | — |
| Expiry date | Mar 7, 2034 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/493
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
An IVR dialer creation method and system is described that creates new IVR dialers from recorded conversations between users and target IVR systems. An IVR dialer creation server and/or an IVR dialer application records each channel communications between a user and a target IVR system. The IVR system times target IVR system messages, and converts the times into pauses for the IVR dialer. The IVR system speech recognition determines the content of target IVR system messages. The IVR system analyzes user DTMF tones or voice responses to queries from the target IVR server. The IVR system determines which of the user responses are generic for the functional task performed and which pertain to user-specific information. The IVR system then builds the new IVR dialer from the pauses and user responses leaving open the possibility for the input of user-specific information during a later communication with the target IVR system.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.