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1. WO2022076009 - AUTOMATIC NAVIGATION OF AN INTERACTIVE VOICE RESPONSE (IVR) TREE ON BEHALF OF HUMAN USER(S)

Publication Number WO/2022/076009
Publication Date 14.04.2022
International Application No. PCT/US2020/064918
International Filing Date 14.12.2020
IPC
H04M 3/493 2006.1
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
H04M 3/51 2006.1
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 3/42068
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
42025Calling or Called party identification service
42034Calling party identification service
42059Making use of the calling party identifier
42068where the identifier is used to access a profile
H04M 3/4217
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
42136Administration or customisation of services
4217Managing service interactions
H04M 3/42204
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
42204Arrangements at the exchange for service or number selection by voice
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 ; ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
H04M 3/4935
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
4931Directory assistance systems
4935Connection initiated by DAS system
Applicants
  • GOOGLE LLC [US]/[US]
Inventors
  • BAROR, Yuval
  • GOODMAN, Michael Andrew
  • TZUR, Yoav
Agents
  • HIGDON, Scott
  • MIDDLETON REUTLINGER
  • SALAZAR, John
  • SHUMAKER, Brantley
  • PURCELL, John
Priority Data
17/068,51112.10.2020US
63/088,17806.10.2020US
Publication Language English (en)
Filing Language English (EN)
Designated States
Title
(EN) AUTOMATIC NAVIGATION OF AN INTERACTIVE VOICE RESPONSE (IVR) TREE ON BEHALF OF HUMAN USER(S)
(FR) NAVIGATION AUTOMATIQUE DANS UN ARBRE DE RÉPONSE VOCALE INTERACTIVE (RVI) AU NOM D'UN OU DE PLUSIEURS UTILISATEURS HUMAINS
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.
(FR) Des modes de réalisation concernent l'utilisation d'un assistant permettant de naviguer automatiquement dans un arbre de réponse vocale interactive (RVI) pour arriver à un état cible pendant un appel téléphonique assisté. L'assistant peut recevoir une entrée destinée à lancer l'appel téléphonique assisté, identifier une entité avec laquelle dialoguer, au nom de l'utilisateur, et pendant l'appel téléphonique assisté, sur la base de l'entrée, identifier un arbre RVI stocké en association avec l'entité. Dans divers modes de réalisation, la navigation dans l'arbre RVI peut être modifiée sur la base d'une ou de plusieurs interactions détectées au niveau d'un dispositif client suite au lancement de l'appel téléphonique assisté. Dans divers modes de réalisation, l'appel téléphonique assisté peut être lancé à partir d'une interface de recherche, et l'état cible peut être associé à un résultat de recherche donné. Dans divers modes de réalisation, l'arbre RVI peut être dynamique en ce sens que seul un sous-ensemble d'un ou plusieurs états candidats de l'arbre RVI peut être disponible comme état cible.
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