U.S. patent application number 10/213943 was filed with the patent office on 2003-02-27 for web-based generation of telephony-based interactive voice response applications.
Invention is credited to Burg, Frederick Murray, DeSimone, Joseph.
Application Number | 20030039341 10/213943 |
Document ID | / |
Family ID | 22744804 |
Filed Date | 2003-02-27 |
United States Patent
Application |
20030039341 |
Kind Code |
A1 |
Burg, Frederick Murray ; et
al. |
February 27, 2003 |
Web-based generation of telephony-based interactive voice response
applications
Abstract
A method of analyzing a menu structure associated with an
interactive voice system that supports interactive voice response
users is disclosed. A graphical representation of the menu
structure is generated and communicated to an on-line user. The
graphical representation is used by the on-line user to select
graphical menu items corresponding to interactive voice response
prompts.
Inventors: |
Burg, Frederick Murray;
(West Long Branch, NJ) ; DeSimone, Joseph;
(Freehold, NJ) |
Correspondence
Address: |
AT&T CORP.
P.O. BOX 4110
MIDDLETOWN
NJ
07748
US
|
Family ID: |
22744804 |
Appl. No.: |
10/213943 |
Filed: |
August 7, 2002 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
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10213943 |
Aug 7, 2002 |
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09201180 |
Nov 30, 1998 |
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6456699 |
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Current U.S.
Class: |
379/88.16 |
Current CPC
Class: |
H04M 3/4938 20130101;
H04M 2203/254 20130101; Y10S 379/908 20130101; H04M 2201/60
20130101; H04M 2203/2061 20130101; H04M 3/493 20130101; H04M 3/4936
20130101; H04M 1/64 20130101; H04M 2201/40 20130101 |
Class at
Publication: |
379/88.16 |
International
Class: |
H04M 011/00 |
Claims
We claim:
1. A method comprising the steps of: analyzing a menu structure
associated with an interactive voice response system that supports
interactive voice response users; generating a graphical
representation of the menu structure, communicating said graphical
representation to an on-line user, said graphical representation
being used by said on-line user to select graphical menu items
corresponding to interactive voice response prompts.
2. The method of claim 1 further comprising connecting the on-line
user to another party, the party corresponding to the user's
selection of at least one choice on the graphical representation of
the interactive voice response menu.
3. The method of claim 1 further comprising connecting the on-line
user to another party, the party corresponding to the user's
selection of at least one choice on the graphical representation of
the interactive voice response menu by a telephone connection.
4. The method of claim 3 wherein the telephone connection is an
Internet telephony connection.
5. The method of claim 2, wherein the step of connecting further
comprises the step of replicating responses to interactive voice
response prompts.
6. The method of claim 2, wherein the step of connecting further
comprises the step of bypassing interactive voice response
prompts.
7. A method comprising: analyzing a menu structure that supports
interactive voice response users; generating a representation of
the menu structure using the analysis, the representation being
usable for on-line users; connecting an on-line user to a choice on
the representation of the menu structure by a telephone
connection.
8. The method of claim 7 wherein the telephone connection is an
Internet telephony connection.
9. The method of claim 7, wherein the step of connecting further
comprises the step of replicating responses to interactive voice
response prompts.
10. The method of claim 7 wherein the step of connecting further
comprises the step of bypassing interactive voice response
prompts.
11. A method comprising the steps of: receiving selection of one or
more graphical links on a web page from an on-line user, said links
corresponding to prompts contained in a menu structure, said menu
structure supporting interactive voice response users; placing a
call to an interactive voice system; correlating the on-line
selection of graphical links to corresponding interactive voice
response prompts; and automatically responding to the corresponding
interactive voice response prompts.
12. The method of claim 11, wherein the step of automatically
responding further comprises the step of replicating responses to
interactive voice response prompts.
13. The method of claim 11, wherein the step of automatically
responding further comprises the step of bypassing interactive
voice response prompts.
Description
[0001] This application is a continuation of Ser. No. 09/201,180,
filed Nov. 30, 1998.
BACKGROUND OF THE INVENTION
[0002] 1. Field of the Invention
[0003] The invention relates generally to the field of database
manipulation and more particularly to the field of structured
databases such as used by on-line Web-based application, structured
databases by interactive voice response applications and shared or
common use of those structured database.
[0004] 2. Description of the Related Art
[0005] The World Wide Web (WWW) or "the Web" provides a computer
user with electronic access to documents located on data servers
throughout the world. The standard document format for the Web is
HyperText Markup Language (HTML). HTML documents can be static or
dynamic. Static HTML documents contain all information required to
generate the Web page.
[0006] Dynamic HTML documents contain a shell for the Web page, but
dynamically insert information into the shell at the time a user
links to the HTML document or modifies information in a document.
These characteristics of dynamic HTML are described by Isaacs S.,
Inside Dynamic HTML, Microsoft Press, 1997, which is incorporated
herein by reference. Dynamic Web pages are also described in U.S.
Pat. No. 5,761,673 issued to Bookman et al which is incorporated
herein by reference. Use of relational databases over the Internet,
which can be an integral part of dynamic HTML is described in U.S.
Pat. No. 5,737,592 issued to Nguyen et al which is incorporated
herein by reference.
[0007] The concept of providing interactive voice response (IVR) to
telephone calls is also known. IVR provides automated response to a
customer by providing prompts and detecting customer responses to
the prompts through either keypad entries or spoken words. IVR is
described in a number of patents, including U.S. Pat. Nos.
5,588,044 to Lofgren et al.; 5,678,002 to Fawcett et al; and
5,493,608 to O'Sullivan, the disclosures of which are incorporated
herein by reference.
[0008] Both Web and IVR systems use menu structures and structured
databases to organize the customer interaction and control access
to information. When Web and IVR systems have similar objectives,
there can be substantial similarity in the menu structures and
structured database of each system.
[0009] There is a need to relate the menu structures and structured
database information supporting on-line Web users and IVR
users.
BRIEF SUMMARY OF THE INVENTION
[0010] The present invention is directed to a method of analyzing a
menu structure associated with an interactive voice system that
supports interactive voice response users. A graphical
representation of the menu structure is generated and communicated
to an on-line user. The graphical representation is used by the
on-line user to select graphical menu items corresponding to
interactive voice response prompts.
[0011] The present invention is also directed to a method of
analyzing a menu structure that supports interactive voice response
users. A representation of the menu structure is generated using
the analysis and is usable for on-line users. An on-line user is
connected to a choice on the representation of the menu structure
by a telephone connection.
[0012] The present invention is further directed to a method of
receiving selections of one or more graphical links on a web page
from an on-line user. The links correspond to prompts contained in
a menu structure that supports interactive voice users. The on-line
selection of graphical links is correlated to corresponding
interactive voice response prompts. A call is placed to an
interactive voice system and the corresponding interactive voice
response prompts are automatically executed.
BRIEF DESCRIPTION OF THE DRAWINGS
[0013] FIG. 1 illustrates an on-line Web sales menu
architecture;
[0014] FIG. 2 illustrates an Interactive Voice Response (IVR) sales
menu architecture;
[0015] FIG. 3 illustrates steps for translating a Web on-line sales
menu to an IVR menu architecture;
[0016] FIG. 4 illustrates steps for translating a Web on-line sales
menu to an IVR menu architecture;
[0017] FIG. 5 illustrates a development system of the
invention;
[0018] FIG. 6 illustrates an operational system of the
invention;
[0019] FIG. 7 illustrates an IVR system;
[0020] FIG. 8 illustrates a Web page depiction of an IVR menu
architecture; and
[0021] FIG. 9 illustrates steps for connecting to different nodes
of an IVR menu that is displayed on a Web page.
DETAILED DESCRIPTION OF THE INVENTION
[0022] Interactive voice response (IVR) provides automated access
to customers and business representatives by responding to keypad
entries or spoken words. FIG. 7 illustrates the initial access
steps of a typical IVR system supporting business
representatives.
[0023] At step 200, the business representative establishes initial
contact with the IVR system.
[0024] At step 201, if the IVR system is operating, the system
requires voice verification or entry of "0" for a new account.
[0025] At step 202, after the representative provides a password,
the IVR system verifies the voice password.
[0026] At step 203, if the password was correctly verified, the IVR
system prompts the representative for a work item, a customer name
or a contract number.
[0027] At step 204, the IVR system verifies that it has correctly
interpreted the desired item.
[0028] At step 205, the IVR system provides the representative the
opportunity to take action on the selected item.
[0029] The IVR system additionally provides looping functions when
the representative's response is not understood, or where a
response is not received within a specified time period. The IVR
system illustrated in FIG. 7 is designed to support the initial
access by a business representative. Other IVR systems support
telephone sales and voice-mail systems.
[0030] For many companies, a substantial business sector relies on
customer-merchant relationships that are not face-to-face. Some of
these relationships take the form of catalog sales and on-line
sales. Catalog sales rely heavily on telephone ordering, and
companies with a substantial catalog sales volume develop sales and
information architectures that specifically support telephone
ordering.
[0031] Companies with substantial catalog sales volume must also
balance the need for live telephone sales staff against their
expense. Interactive automated techniques are usually less
expensive and where automated customer sales and support can
provide satisfactory response to the customer, the companies will
use interactive automated techniques. These interactive automated
techniques include computer generated voice response menus designed
for interactive customer response. Just as for other IVR systems,
catalog sales interactive techniques use touch-tone telephones and
voice responses.
[0032] Though businesses that rely on telephone ordering may not be
able to completely eliminate live sales support staff in all
telephone order transactions, the businesses are able to
significantly reduce their sales staff size by using IVR for
routine and well structured telephone ordering tasks. However, an
IVR system that is able to replace live sales support staff, even
during routine order processing, is difficult to establish. The
system must have excellent voice response and speech generation to
understand different dialects and accents and provide responsive
answers. Additionally, the IVR system must have robust supporting
databases containing product specifications and pricing
information. These product specification and pricing databases are
frequently unique to IVR systems and not well adapted to other
business purposes.
[0033] A business with an established telephone catalog order
sector, using IVR, spends considerable expense developing and
maintaining databases. Given the substantial startup cost to
establish IVR, only large businesses use IVR and are able to reap
the reduced cost benefits.
[0034] Today, many businesses are establishing an on-line
electronic sales presence with Web pages that list product
specifications and prices. The Web pages typically include images
representing product with textual descriptions. On-line ordering is
also available and companies develop and place forms on their Web
pages to automatically process on-line customer orders.
[0035] With extensive product lines, companies typically shift from
static HTML content on their Web page to dynamic HTML content. With
static HTML, all the Web page information is known and coded when
the Web page is developed. This is a reasonably inexpensive though
time-consuming process. Once developed, a static HTML Web page does
not allow rapid change or update. Further, a static HTML Web page
does not readily support short duration events like sales, because
each Web page must be changed and checked before the sale event and
after the sales event.
[0036] With dynamic HTML, the basic Web page format is developed,
but the actual HTML page content is extracted from databases at the
time the customer accesses the uniform resource locator (URL) of
the Web page. In this manner, the business makes changes to their
databases, which are used to generate the HTML documents of the Web
page. Changes to databases are much easier to accomplish and can be
completed in near-real-time. Thus, short duration events, like
sales, become possible with an on-line Web business using dynamic
HTML.
[0037] The information needed to support on-line electronic sales
and telephone catalog ordering is very similar and in may cases is
identical. The customer needs ready access to accurate and
up-to-date product specification, availability and price. Many
businesses are willing to invest the expense required to establish
and maintain structured databases for an on-line electronic sales
presence on the Web, but do not have IVR for their telephone based
catalog ordering. Additionally, many customers are not confident in
the security of on-line electronic sales ordering and will search
for product on-line, but place their order using the telephone.
Thus, the ability to adapt and use structured databases that are
developed for on-line sales to support IVR is very beneficial. The
business is able to take advantage of the previously developed and
maintained on-line databases and Web menu structure by using the
same menu structure and databases as the foundation for IVR
telephone sales. As a result, the business reduces their expense
for live telephone sales support staff and eliminates
inconsistencies when a customer searches for a product on-line and
places the order by phone.
[0038] Most on-line Web based sales and most IVR systems use a
hierarchical menu structure. This structure allows the customer to
rapidly locate desired products and services. Once the customer has
generally located the desired product or service, the menu
structure allows the customer to learn about the product. For
clothing, the system typically provides sizing and color
information with availability of the desired combination. Product
prices are also provided. On-line systems typically provide a
representative image of the product. Once the customer decides to
purchase a particular product, systems allow the customer to add
products to a "shopping cart" until they decide to check-out and
pay for their purchases.
[0039] An example of the menu structure for an on-line Web based
clothing sales company is illustrated at FIG. 1. Among other
options, the introductory screen 10 allows the customer to check on
previously placed orders 15, and contact customer assistance 14
where they can find telephone contact information, store locations,
and general categories of product. The customer is also able to
move directly to major product categories of Women's clothing 11,
Men's clothing 12 and Children's clothing 13. Once in the major
product category, the customer is provided additional product
category options, such as Pants 16, Shirts 17, Shoes 18 and
Accessories 19. The product categories are further subdivided and
may contain forms or individual pages 21, 22, 23.
[0040] Using a menu structure like FIG. 1, with links between
on-line Web databases and inventory/shipping databases, the
customer receives near real-time information on product
availability with current pricing. The business is also able to
automatically process orders and track inventory.
[0041] With a well developed and designed on-line Web sales
architecture, the personnel costs for a business are very small.
Personnel are still required for quality assurance and physical
actions such as shipping and receiving. However, the need for live
sales support staff can be significantly reduced or minimized.
[0042] FIG. 2 illustrates a typical menu structure for IVR
telephone product sales. In the initial IVR menu 25, the customer
hears about the top level choices. These choices include checking
on a previous order 30, contacting customer support 29, or moving
directly to the main product categories, such as women's clothing
26, men's clothing 27 or children's clothing 28. The main product
categories are further subdivided into areas like accessories 31,
blouses 32, slacks 33 and shoes 34. There may be further
subdivisions or menus 35, 36, 37.
[0043] As thus described and illustrated in FIGS. 1 and 2, the menu
structures for IVR telephone sales and the on-line Web sales may be
similar or identical, illustrating the benefit of linking the
supporting databases. However, merely linking the supporting
databases does not reduce the up-front development costs for IVR.
Providing a system and method to analyze the on-line Web sales
database and menu structure and adapting that database and menu
structure to build an IVR system is beneficial.
[0044] HTML Web pages that use forms and structured databases
adhere to predictable standards. This is particularly true when the
HTML pages are created with Web page authoring applications. These
authoring applications adhere to the HTML standards and produce
repeatable HTML structure that lends itself to automated
analysis.
[0045] Referring to FIG. 3, at step 50, a previously developed Web
page on-line sales site is identified as suitable for IVR and
telephone sales. Using the Uniform Resource Locator (URL) of the
Web page, the system begins an initial analysis.
[0046] At step 51, the system links to the URL of the donor Web
page and down-loads the HTML document that generates the home page.
This step of down-loading is the same or identical to the
down-loading that occurs when a Web browser links to a specified
URL and down-loads an HTML document associated with that URL.
[0047] At step 52, the system identifies the down-loaded HTML page
as the level zero menu page.
[0048] At step 53, the system scans the HTML source code and
identifies every URL link contained within the HTML level zero menu
page as a level one menu item. Though some links, such as links to
the webmaster, may not be appropriate for an IVR system, at step
53, it is not necessary for the system to differentiate between
different links.
[0049] At step 54, the system sets a counter, K, to the number of
URL links identified on the level zero menu page.
[0050] In steps 55 through 59, the system begins a systematic loop
to down-load the HTML page for each of the K URL links identified
on the level zero menu page.
[0051] At step 55, the system down-loads the HTML document
associated with the Kth URL link item. This down-loaded HTML page
is a level one menu page.
[0052] At step 56, the system scans the HTML source code of the
level one menu page and identifies each URL link. Each URL link
identified at step 56 points to a level two menu item.
[0053] At step 57, the system decrements the counter K, by one.
[0054] At step 58, the system checks to determine whether K is
zero, indicating that the system has down-loaded all URL links for
that level menu page.
[0055] At step 59, if K is not zero, the system loops to step 55
and down-loads the next URL link.
[0056] After the system has down-loaded all URL links for that
level menu page, the system leaves the loop.
[0057] At step 60, the system completes the identification of the
level zero menu by identifying all level one menu items on the
level zero menu. With the loop of steps 55 through 59, the system
also identifies all the level two menu items on each of the level
one menus.
[0058] At step 61, the system similarly identifies and down-loads
the HTML documents associated with each URL link on the level two
menu pages. The links are level three menu items. Though the
individual steps are not illustrated, the system uses a process
similar to that illustrated in steps 53 through 59.
[0059] At step 62, the system similarly identifies and down-loads
the HTML documents associated with each URL link on the level three
menu pages. The links are level four menu items. The steps are
similar to those illustrated in steps 53 through 59.
[0060] At step 63, the system continues the process until it has
identified all URL links that branch from the level zero menu page
identified in step 52.
[0061] Though not illustrated in the example, as the system
identifies URL links and down-loads HTML documents associated with
the URL link, the system does not blindly follow every link. Links
that point to URLs located outside the company business area are
considered suspect links. For example a company Web sales page may
have a URL link to the home page of a product manufacturer. The
system does not follow that link. Instead, the system marks the URL
link as such and moves on to the next URL link.
[0062] At step 64, the system performs a clean-up of the links and
data. For example, on some web pages, there may be links that
become recursive, linking back on themselves. At step 64, the
system identifies these recursive links and marks them as such. The
system also identifies Web unique types of links that do not
readily translate to IVR and marks them as such. Examples of these
type of unique links include mailto: links that send e-mail to
Web-masters. However, a mail link to the customer service
department is not unique and the system will translate that type of
link to a telephone link.
[0063] As the system identifies URL links and down-loads associated
HTML documents, some will include Forms-based HTML pages. At step
65, the system uniquely identifies these Forms-based links for IVR
database needs.
[0064] At step 66, the initial automated analysis is complete and
the system provides an operator with a visual representation of the
menu structure identified during the Web page analysis. This visual
representation includes identification of links outside the
business area, recursive links, Web-unique links and questions. The
visual representation also includes an identification of the
Forms-based links and the supporting databases for dynamic HTML
pages.
[0065] At step 67, the system gives the operator an opportunity to
verify the analysis by tracking through the Web page and site to
resolve questions on the analysis. Once the operator is satisfied
with the basic translation of Web menu architecture to IVR menu
architecture, the system creates an IVR outline. This is further
illustrated on FIG. 4. At step 70, the system uses the operator
validated menu structure and database linkage to create the initial
IVR menu structure and proposed IVR prompts.
[0066] At step 71, based on the proposed prompt, the system
generates voice prompts for each menu item in the IVR.
[0067] At step 72, the system generates desired IVR responses to
each prompt on the menus.
[0068] At step 73, the system associates voice generation to
database text that provides an item description. For example, with
a Web site that includes a text description of the product, the
system will link a voice generation system to that text description
database item. In this manner, the system uses the textual
description contained in the database to generate a spoken
description of the item.
[0069] At step 74, in a similar manner, the system associates voice
price generation to database price items.
[0070] At step 75, the system replaces order placement scripts from
the Web page with IVR developed order scripts. This helps to ensure
consistency in the order placement and takes advantage of time
already spent developing efficient IVR for order placement.
[0071] Once the IVR menu structure, prompts and responses are
developed, the system has completed the initial translation.
[0072] For translation and interpretation of Web menus, system 79
is illustrated in FIG. 5. An on-line Web-based electronic sales
system, taking advantage of forms-based HTML Web pages, uses a
variety of structured supporting databases 80, 81. One structured
database includes the static content of the HTML documents 80, and
another structured database 81 which includes information used with
dynamic HTML such as product description and pricing. These two
structured databases are accessible to a Web server 82 which is
registered as the homepage URL and includes the addresses of all
URLs within the Web sales architecture. The server functions as the
homepage URL and URL of all linked pages. The HTML documents and
information in databases 80 and 81 are thus associated with the
URLs.
[0073] The system also includes a first switch 83 providing
accesses (not illustrated) to Web server 82.
[0074] An individual computer 84 is electronically linked to Web
server 82 via first switch 83. These elements of the system are
typical of the configuration used for Web on-line access.
[0075] The system 79 also includes elements supporting IVR. These
IVR support elements include an IVR 85 which is electronically
linked to Web server 82, thereby allowing direct exchange of
information and commands between Web server 82 and IVR server
85.
[0076] A second switch 86 providing support for IVR operation is
linked to IVR server 85 and provides a connection path for
telephone 87 to IVR server 85.
[0077] System 79 allows an operator, with access to computer 84 and
telephone 87, to monitor the automated translation of the Web menu
structure to an IVR menu structure with prompts and responses.
System 79 also allows the operator to modify the proposed IVR
structure and resolve questions.
[0078] As system 79 performs steps 50 through 75 on FIGS. 3 and 4,
the operator is able to visually monitor the progress on computer
84 as the system translates the Web menu structure and develops the
IVR menu structure. System 79 also allows the operator to test the
IVR structure using telephone 87 and resolve problems by referring
to the Web menu structure on computer 84. The system also provides
access to the structured supporting databases 80, 81 allowing the
operator to test changes to the database to determine whether the
IVR responds appropriately.
[0079] After system 79 translates the Web menu structure and
develops the IVR system, the operator validates the translation and
provides any required changes. The validated IVR system is then
placed in operational service along with the Web on-line system for
customer service. This is illustrated in FIG. 6 with system 99.
[0080] In FIG. 6, system 99 uses common structured databases 101
and 102 as the information source for Web on-line services and IVR
services. On-line customers access the Web page by using the URL of
the Web page to connect individual computers 105, 106 to the Web
server 103 through a switch 104. Once connected, the customer is
able to browse the Web site and access information on products. The
information is contained in structured databases 101 and 102 and is
linked to the Web pages using dynamic HTML by the Web server
103.
[0081] In a similar manner, system 99 uses the same common
structured databases 101 and 102 as the information source for the
IVR service. Telephone customers dial the access number of the IVR
service using telephones 109 and 110. They are connected to the IVR
server 107 by switch 108. IVR server 107 provides IVR prompts based
on customer responses and information in databases 101 and 102.
[0082] As illustrated, databases 101 and 102 contain product
specifications and pricing information. Thus, common database
information supports both the Web on-line service and the IVR
service.
[0083] In FIG. 6, first switch 104 and second switch 108 of system
99 are illustrated as individual elements, but they can be a single
element providing switching between the appropriate users and
servers. Similarly, Web server 103 and IVR server 107 are
illustrated as individual elements, but a single server can be
partitioned to perform the required functions of each.
[0084] In FIGS. 5 and 6, the servers, switches and databases of
systems 79 and 99 are labeled with unique numbers. Separate systems
segregate the development system from the operational system.
However, a single system can be used for both the development
system and the operational system.
[0085] The system and method are described in the context of using
previously developed on-line structured databases, such as for Web
sales, as the basis for IVR telephone sales structured databases.
The converse is also possible, where a company uses its structured
IVR database as the basis for automatic generation of an on-line
Web sales database.
[0086] In a method similar to the method just described,
translation of an IVR menu architecture to a Web page architecture
requires analysis of the IVR menu, and creation of Web pages
corresponding to different menu levels in the IVR. Translation also
requires creation of the link relationships between the Web pages
corresponding to IVR choices and responses. The systems illustrated
in FIGS. 5 and 6 are used to translate IVR menus to Web menus.
[0087] Referring to FIG. 2, the system creates a home page using
the introductory IVR menu 25. The introductory IVR menu includes
prompts and non-response information. The home page includes this
non-response information, such as the company or welcome message,
which is extracted from the IVR introductory menu. Though a
completed Web page may not contain this information, the
information does provides a good default for content of the Web
home page.
[0088] The IVR introductory menu 25 also contains prompts or
choices 26, 27, 28, 29, 30 which relate to other IVR menus or
actions. Thus, each of the IVR choices presented in the
introductory IVR menu 25 becomes a link to another Web page or
service from the Web home page. In the same manner illustrated in
FIGS. 3 and 4 and described above, where the system systematically
analyzed the Web menu architecture to create an IVR menu
architecture, the system systematically analyzes the IVR menu
architecture and creates a Web page architecture with a home page
and linked pages. IVR prompts, choices and responses define the
links to and between Web pages. In a manner described in greater
detail below, IVR choices that connect to live sales or support
staff become either "Click-to-Dial" telephone links on the Web
page, or e-mail responses.
[0089] After the initial Web page structure is created, the system
allows an operator to add graphics and text enhancements to the Web
pages. The system also allows an operator to modify the Web page
structure if the initial structure is not appropriate.
[0090] Taking advantage of a system and service termed
"Click-to-Dial", a Web page may contain a link to automatically
initiate a telephone connection between a personal computer user
accessing the Web page and another party. This "Click-to-Dial" or
Click-to-Talk" service appears as a link on the Web page. However,
when activated, this service establishes a voice telephony
connection to the person accessing the Web page. As an example,
when a user accesses an AT&T Web page there is a link area on
the Web page, under the heading "Ask about your bill." The user
enters their telephone number in a box on the Web page and clicks
on the link. In response, AT&T automatically establishes a
call-back to that telephone number, which is handled by an AT&T
service representative. Once the call-back is established, the
service representative can discuss the person's account, and can
even send specific web pages or information to the user for viewing
and discussion during the telephone call.
[0091] Referring to FIG. 8, another embodiment is illustrated. A
Web page 300 is displayed by a browser application 302 on a video
display terminal such as the video display terminals of computers
84, 105, 106 of system 79 and 99. The Web page display provides a
graphic representation of an IVR menu architecture. The graphic
representation is generated by system 79 or 99 by analysis of the
IVR menu architecture, as previously described. However, where the
analysis of the IVR menu architecture previously described produced
a series of Web pages with links between the Web pages
corresponding to different IVR menu choices, the Web page display
of this embodiment graphically represents the entire IVR menu
architecture on a single Web page. Though the display in FIG. 8 is
a graphic representation, it can be a purely textual representation
with different menu levels represented by varying indentation.
[0092] Through an analysis of the IVR menu architecture, system 79
or 99 identifies and creates a series of nodes 304, 306, 308 and
linkages connecting the nodes 320, 322, 324. Each node represents
an IVR menu prompt. The linkages represent the various possible
response prompts for the node. IVR systems frequently allow forward
and reverse navigation through the IVR menu architecture, so users
can go up or down the menu hierarchy to reach different branches
without terminating a call. Therefore, the IVR menu prompt for
Hardware will include choices for selecting ordering 310, warranty
312 and assembly 314 which are selected by the user by entry of the
numbers 1, 2 or 3 respectively on the keypad.
[0093] Thus, a user calling the IVR Help system that is graphically
represented in FIG. 8 initially dials a telephone number and hears
an introductory welcome message and hears a series of prompts for
different responses. That introductory message and prompts are
graphically represented by node 304 in FIG. 8. In the example, the
user has selection choices of Hardware or Software. When these
choices are presented by an IVR system alone, the user hears a
description of those two choices and responds by either speaking
the desired choice ("one" or "two"), or selecting the desired
choice by pressing either the 1 or 2 key on the telephone keypad.
System 79 or 99 graphically represents the introductory welcome
message and choices with nodes 304, 306, 308 and linkage 320.
Similarly, system 79 or 99 graphically represents the description
and choices for the Hardware prompt 306 and associated choices with
nodes 304, 310, 312, 314 and linkages 320, 322.
[0094] It should be noted that because an IVR menu system allows a
user to move up and down the menu structure, the Web page
representation similarly maintains those relationships. In the IVR
environment, a user may move up and down the IVR menu hierarchy.
For example, return to the previous menu is accomplished by entry
of * or some other choice on the keypad. In this manner, if the
user determines that the choice is not the correct choice, they can
backup to a previous menu rather than hang-up and redial. For
example, if the user is at node 306 in the IVR menu as represented
in FIG. 8, they will go back up the IVR menu to the main menu 304
if they press *. Most IVR systems also allow a user to return to
the main entry menu by selection of a choice like # or 9. Thus, if
the user is at node 314 in the IVR menu as represented in FIG. 8,
they will go to the main menu 304 by pressing #. This navigation
functionality is maintained in the invention.
[0095] Though not illustrated, it is also possible that an IVR
system will allow a user to reach the same service representative
by multiple paths. The Web page duplicates that architecture and
illustrates the relationship between nodes with linkages.
[0096] In this manner, the Web page graphically represents the IVR
menu architecture by providing an overview of the entire IVR menu
architecture on a Web page. By presenting this type of overview, a
user is able to visually determine how the IVR choices and
responses, represented by nodes and linkages, are interrelated and
whether a particular series of responses will lead to the desired
service representative.
[0097] For most IVR systems, the user is only able to interact with
a service representative at a termination point following responses
to a series of choices. For example, with the IVR menu architecture
that is graphically represented in FIG. 8, a user who dials the
main IVR telephone number will hear an initial IVR prompt and
respond to the choices in an introductory welcome menu. Based on
whether they select the Hardware or Software choice, the user will
next hear an IVR prompt and respond to the choices for their
selected Hardware or Software choice. It is only after this
selection that the user is connected to a service representative.
Though the example in FIG. 8 has three menu levels, IVR systems
frequently have multiple menu levels before reaching a service
representative. Thus, a user who is uncertain as to which series of
choices will take them to the desired service representative can
become lost or discouraged as they navigate through the choice and
response maze.
[0098] With a graphic representation of the IVR menu architecture,
such as provided in FIG. 8, the user is able to visually determine
the particular choices necessary to reach a desired service area.
In addition, when system 79 or 99 creates the Web page
representation of the IVR menu architecture using interactive
links, a user can directly select the desired service area from the
Web page. For example, a user who has a software installation
problem can view the IVR menu architecture illustrated in FIG. 8
and determine that the desired service representative is at node
316. If the user places their Web cursor over that node they can
receive additional descriptive information such as through pop-up
text boxes, mouse-over text boxes or right-click action. If the
user selects that node, the system will connect the user to that
service representative.
[0099] This connection to the service representative is
accomplished in a number of different ways. In one method, system
79 or 99 automatically dials the main IVR menu number, represented
by node 304. Then, knowing that the desired software installation
node 316 is connected to the software node 308 which is connected
to the introductory. node 304, the system automatically enters the
appropriate response to select the software node, followed by the
appropriate response to select the installation node.
[0100] With the IVR system alone, if the user selects the hardware
response by pressing the number 1 on the keypad and the software
response is selected by pressing the number 2 on the keypad, then
system 79 or 99 will automatically dial the main access telephone
number for node 304 followed by the number 2, to automatically
select the software node 308. System 79 or 99 then further dials
the number 1 to reach the installation representative at node 316.
In this manner, system 79 or 99 takes advantage of the IVR menu
architecture and automatically navigates that IVR menu architecture
to connect the user with the desired service representative. In
this manner, system 79 or 99 automatically replicates the IVR
choices. Replication of IVR choices is described in greater detail
below.
[0101] In another embodiment, the termination point nodes
represented in FIG. 8 have a direct access telephone number. Thus
when the user selects the software installation node 316 on the Web
page, system 79 or 99 dials the direct access telephone number for
that service representative. In this manner, system 79 or 99
automatically bypasses the IVR choices.
[0102] These embodiments are particularly advantageous when the
number of choices and responses in the IVR menu before reaching the
desired service representative is lengthy and the system must wait
for each IVR prompt before automatically selecting the appropriate
response. In this manner, system 79 or 99 can either emulate or
bypass the IVR choices.
[0103] Referring to FIG. 9, at step 401, the system interprets the
IVR menu architecture and creates the graphic representation of the
IVR menu on the Web page 401. An example Web page is displayed in
FIG. 8.
[0104] At step 403, the user views the representation of the IVR
menu, identifies and selects a desired node by clicking on that
node. In the example Web page of FIG. 8, this could be accomplished
by placing a cursor over node 316 to learn more about the node
through a mouse-over text box and then double-clicking the
node.
[0105] At step 405, the system interprets the connection
information from the IVR menu and places a telephone call to the
service associated with that node. Thus, using the example of FIG.
8, the system uses the information from the IVR menu analysis and
the user selection to automatically dial the main IVR telephone
access number that is associated with node 304. Next the system
dials the number 2, to reach node 308 and finally dials the number
1 to reach the installation node 316. These telephone connections
are placed using a TAPI connection or Internet telephony
connection.
[0106] With a TAPI connection, the system takes control of an
attached telephone handset and automatically dials the main menu
access telephone number (node 304), waits until a connection is
established and the IVR system is prepared to accept selections,
automatically dials the number 2 (node 308), waits until the IVR
system is again prepared to accept selections and then dials the
number 1 to connect to the software installation node 316. The user
conducts the telephone call with the telephone handset.
[0107] With an Internet telephony connection, the system uses an
Internet connection to connect to a server that provides Internet
telephony services. Once connected, that server makes the telephone
connection much like the TAPI connection by automatically dialing
the required IVR numbers. However, the user conducts the telephone
call using the multi-media features of the computer rather than a
telephone handset. For example a microphone and speakers attached
to the computer become the functional equivalents of the telephone
handset. The user speaks into the computer microphone and hears the
conversation over the computer speakers.
[0108] It is also possible that a user will not wish to place a
call at that time, or wishes to record the IVR responses for later
use. The system displays the sequence of access numbers on the
screen, or stores them to a user address book or a personal digital
assistant for later use.
[0109] At step 407 in FIG. 9, after the user has reached node 316,
they may determine that they want another node. In one form of IVR,
the final choice in a tree structure connects with a live service
representative. In this form, the user must generally re-dial the
main number to reach another service representative, though some
IVR systems allow the user to be re-connected to the system by the
service representative. In another form of IVR, the final choices
in a tree structure play a recorded message or generate an
automatic voice. This could occur when a user accesses a bank IVR
system to determine their current balance at one choice and then
shifts to another choice to transfer funds or pay bills. In this
form, the IVR system pauses at the termination point and waits for
the user to provide additional instructions.
[0110] Using the current example at step 407, after the user hears
a recording on software installation, if they also have a warranty
question, they may want to connect to node 312 of FIG. 8. In this
example, the system has paused at node 316. The user moves the
cursor over node 312, verifies the node action as described in a
mouse-over text box, and selects the node by double-clicking on the
node.
[0111] At step 409, the system compares the user's current location
(node 316) with the desired location (node 312) and interprets the
required actions to reach the desired node. Using the example of
FIG. 8, with the user at node 316, the system determines that *
will connect to node 308, then * will connect to node 304, then 1
will connect to node 306 then 2 will connect to desired node 312.
Alternatively, the system can determine that from node 316, # will
connect to node 304, then 1 will connect to node 306 then 2 will
connect to desired node 312.
[0112] Thus, one advantage of coordinated Web and IVR menu
structures is that while many people prefer the personal contact
available with telephone sales, they dislike the often complex and
confusing menu structure of IVR. Using related IVR menu
architectures and Web menu architectures makes an integrated
service much easier and more cost effective. The IVR menu
architectures readily translate to Web page architectures and IVR
choices or prompts that would normally connect a user to a live
service representative can be implemented in the Web architecture
as "Click-to-Dial" links. The method and system thus preserves
personal interaction while providing a web alternative to complex
IVR menu structures in order to reach a particular service or
individual.
[0113] Although illustrative embodiments, and various modifications
thereof, have been described in detail herein with reference to the
accompanying drawings, it is to be understood that the invention is
not limited to these precise embodiments and the described
modifications, and that various changes and further modifications
may be effected therein by one skilled in the art without departing
from the scope or spirit of the invention as defined in the
appended claims.
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