Systems and methods for visual presentation and selection of IVR menu

US008155280B1

(12) Unlted States Patent (10) Patent N0.: US 8,155,280 B1 Or-Bach et a]. (45) Date of Patent: Apr. 10, 2012

(54) SYSTEMS AND METHODS FOR VISUAL gf?i?mef etlal , , 0 son et a .

PRESENTATION AND SELECTION OF IVR 7,215,743 B2 5/2007 Creamer et a1‘ MENU 7,353,016 B2 4/2008 Roundtree et al.

7,392,193 B2 6/2008 Mault (76) Inventors: Zvi Or-Bach, San Jose, CA (US); Tal 7,466,803 B2 12/2008 Burg et a1.

Lavian, Sunnyvale, CA (Us) 7,646,858 B2 1/2010 Sala?a et al. 2003/0039341 A1* 2/2003 Burg et a1. ............... .. 379/88.16

* ~ , ~ ~ ~ - 2006/0165050 A1* 7/2006 ErhaIt et a1. ................ .. 370/351

( ) Not1ce. Subject' to any d1scla1mer,~ the term ofth1s 2006/0239422 A1 100006 Rinaldo et a1‘ patent 1s extended or adjusted under 35 C _ d U.S.C. 154(1)) by 0 days. ( ommue )

(21) Appl' NO; 13/221,235 FOREIGN PATENT DOCUMENTS JP 2004274425 A 9/2004

(22) Filed; Aug 30, 2011 WO WO-2008086320 A1 7/2008

OTHER PUBLICATIONS Related US. Application Data

_ _ _ _ Yin, M., et al., “The Bene?ts of Augmenting Telephone Voice Menu (63) Commuanon of apphcanon NO‘ 13/185,027’ ?led on Navigation With Visual Browsing and Search,” CHI 2006 Proceed

Jul' 18’ 201 1' ings, Managing Voice Input, Montreal, Quebec, Apr. 22-27, 2006, pp. 319-328.

(51) Int. Cl. H04M 11/00 (2006.01) (Continued)

(52) US. Cl. ................................ .. 379/8813; 379/8818 _ _ _ _

(58) Field of Classi?cation Search ............. .. 379/8813, Prlmary Exammer * 31111011 31118 379/265_01L265_14 (74) Attorney, Agent, or Firm *Venable LLP; Michael A.

See application ?le for complete search history. Sarton; Steven J~ SChWarZ

(56) References Cited (57) ABSTRACT Embodiments of the invention provide a system for generat

U'S' PATENT DOCUMENTS ing an Interactive Voice Response (IVR) database, the system 5,416,831 A 5/1995 Chewning, III et a1. comprising a processor and a memory coupled to the proces

2 * golf ~~~~~~~ ~~~~~~~~~~~~~~ ~~ 379/8813 sor. The memory comprising a list of telephone numbers

6’ 104’790 A 8/2000 Nijgitnztséémi associated With one or more destinations implementing IVR 635603320 B1 5/2003 paleiov et a1‘ menus, Wherein the one or more destinations are grouped 6,594,484 B1 7/2003 Hitchings, Jr. based on a plurality of categories of the IVR menus. Further 6,606,374 B1 * 8/2003 Rokoff et a1. ............ .. 379/8816 the memory includes instructions executable by said proces

gook ft 131' sor for automatically communicating With the one of more 6’920’425 B1 700% W231 it :1" destinations, and receiving at least one customization record 639683506 B2 1 1/200 5 Yacovone et al, from said at least one destination to store in the IVR database. 7,027,990 B2 4/2006 Sussman 7,065,188 B1 6/2006 Mei et al. 20 Claims, 92 Drawing Sheets

US 8,155,280 B1

2007/0026852 2007/0243887 2008/0066015 2008/0095330 2008/0226042 2009/0154666 2009/0202050 2009/0207996 2009/0225788 2009/0228908 2009/0276441

U.S. PATENT DOCUMENTS

Al Al Al Al Al Al Al Al Al Al Al

2/2007 10/2007 3/2008 4/2008 9/2008 6/2009 8/2009 8/2009 9/2009 9/2009 11/2009

Logan et a1. Bandhole et al. Blankenhorn Jin et a1. Singh Rios et al. Berger et a1. Berger et a1. Kephart et al. Margis et al. Malik

OTHER PUBLICATIONS

Damhuis, M., et al., “A Multimodal Consumer Information Server With IVR Menu,” 2nd IEEE Workshop on Interactive Voice Technol ogy for TelecommunicationsApplications (IVTTA94), Kyoto, Japan, Sep. 25-27, 1994, pp. 73-76. Trihandoyo, A., et al., “A real-time speech recognition architecture for a multi-channel interactive voice response system,” International Conference on Acoustics, Speech, and Signal Processing, vol. 4, 1995, pp. 2687-2690.

* cited by examiner

US. Patent Apr. 10, 2012 Sheet 1 0f 92 US 8,155,280 B1

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Systems and methods for visual presentation and selection of IVR menu

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