Voice Response Processing

Abstract

A method for transmitting choices to a caller has steps of (a) interacting by voice with a caller using a communication device; (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller; (c) determining if the caller's communication device is capable of receiving a text message; (d) selecting a compatible text message comprising the options; (e) associating with the text message a text message destination address to the caller's device; and (f) transmitting the text message to the caller's device. The interaction may be by IVR or by a live agent.

1 . A method for transmitting choices to a caller, comprising the steps of:
 (a) interacting by voice with a caller using a communication device;   (b) encountering a point in the interaction that a choice between two or more options is to be provided to the caller;   (c) determining if the caller's communication device is capable of receiving a text message;   (d) selecting a compatible text message comprising the options;   (e) associating with the text message a text message destination address to the caller's device; and   (f) transmitting the text message to the caller's device.   
     
     
         2 . The method of  claim 1  wherein, in step (a), interaction by voice with the caller is by an interactive voice response (IVR) system utilizing a voice application. 
     
     
         3 . The method of  claim 2  wherein individual portions of the IVR script providing choices by voice are tagged as associated with text messages providing the same choices, and when such a portion is encountered in the transaction, the associated text message is sent to the caller's device using the text message destination address. 
     
     
         4 . The method of  claim 1  wherein, in step (c), determination is made by a voice query to the caller, answered by the caller. 
     
     
         5 . The method of  claim 1  wherein, in step (a), interaction by voice with the caller is by a live agent at a station to which the call is routed. 
     
     
         6 . The method of  claim 5  wherein the live agent operates a computerized appliance executing a desktop application, and the desktop application provides standardized text messages of choices the live agent may wish to communicate to the caller, and when the live agent encounters a point in the voice interaction where the agent determines to send a choice to the caller, the agent is enabled to select the associated text message and enter the text message destination address of the caller to send the text message. 
     
     
         7 . A system for transmitting choices to a caller using a communication device, comprising:
 a switch receiving a voice call from the caller;   an end point having voice interaction capability to which the call is routed from the switch;   software operating at the end point having access to standardized text messages offering options;   wherein a determination is made as to whether the caller's communication device is enabled to receive text messages, and, upon encountering a point in the transaction with the caller that a choice between two or more options is to be provided to the caller, a compatible text message comprising the options is selected, a text message destination address to the caller's device is associated with the text message, and the text message is transmitted to the caller's device.   
     
     
         8 . The system of  claim 7  wherein the end point is an interactive voice response (IVR) system utilizing a voice application. 
     
     
         9 . The system of  claim 8  wherein individual portions of the IVR script providing options by voice are tagged as associated with text messages providing the same options, and when such a portion is encountered in the transaction, the associated text message is sent to the caller's device using the text message destination address. 
     
     
         10 . The system of  claim 7  wherein determination of whether the caller's device can accept text messages is made by a voice query to the caller, answered by the caller. 
     
     
         11 . The system of  claim 7  wherein the end point is a station where the call is connected to a live agent for voice response. 
     
     
         12 . The system of  claim 11  wherein the live agent operates a computerized appliance executing a desktop application, and the desktop application provides standardized text messages of choices the live agent may wish to communicate to the caller, and when the live agent encounters a point in the voice interaction where the agent determines to send a choice to the caller, the agent is enabled to select the associated text message and enter the text message destination address of the caller to send the text message.