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1. US20220109753 - Automatic navigation of an interactive voice response (IVR) tree on behalf of human user(s)

Office
United States of America
Application Number 17068511
Application Date 12.10.2020
Publication Number 20220109753
Publication Date 07.04.2022
Grant Number 11303749
Grant Date 12.04.2022
Publication Kind B1
IPC
H04M 3/493
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
487Arrangements for providing information services, e.g. recorded voice services or time announcements
493Interactive information services, e.g. directory enquiries
G06F 16/901
GPHYSICS
06COMPUTING; CALCULATING OR COUNTING
FELECTRIC DIGITAL DATA PROCESSING
16Information retrieval; Database structures therefor; File system structures therefor
90Details of database functions independent of the retrieved data types
901Indexing; Data structures therefor; Storage structures
H04M 3/51
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention
CPC
G06F 16/9027
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
FELECTRIC DIGITAL DATA PROCESSING
16Information retrieval; Database structures therefor; File system structures therefor
90Details of database functions independent of the retrieved data types
901Indexing; Data structures therefor; Storage structures
9027Trees
H04M 3/4936
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
487Arrangements for providing information services, e.g. recorded voice services or time announcements
493Interactive information services, e.g. directory enquiries ; ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
4936Speech interaction details
H04M 3/5166
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention ; , e.g. call or contact centers for telemarketing
5166in combination with interactive voice response systems or voice portals, e.g. as front-ends
Applicants Google LLC
Inventors Yuval Baror
Michael Andrew Goodman
Yoav Tzur
Agents Middleton Reutlinger
Title
(EN) Automatic navigation of an interactive voice response (IVR) tree on behalf of human user(s)
Abstract
(EN)

Implementations are directed to utilizing an assistant to automatically navigate an interactive voice response (IVR) tree to arrive at a target state during an assisted telephone call. The assistant can receive input to initiate the assisted telephone call, identify an entity to engage with, on behalf of the user, and during the assisted telephone call, based on the input, and identify an IVR tree stored in association with the entity. In various implementations, navigation of the IVR tree can be modified based on interaction(s) detected at a client device subsequent to initiating the assisted telephone call. In various implementations, the assisted telephone call can be initiated from a search interface, and the target state can be associated with a given search result. In various implementations, the IVR tree can be dynamic in that only a subset of candidate state(s) of the IVR tree may be available as the target state.


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