~ ~ /~ ~108b ~ 111111 - PDF document

r:l~ ~ ~ /~ ~108b ~ 111111 1111111111111111111111111111111111111111111111111111111111111 US008160215B2 c12) United States Patent US 8,160,215 B2 (10) Patent No.: Or-Bach et al. (45) Date of Patent: *Apr. 17, 2012 (54) SYSTEMS AND METHODS FOR VISUAL 6,104,790 A 8/2000 Narayanaswami 6,173,042 B1* 1/2001 Wu ............................ 379/88.04 PRESENTATION AND SELECTION OF IVR 6,560,320 B1 5/2003 Paleiov eta!. MENU 6,594,484 B1 7/2003 Hitchings, Jr. 6,763,091 B2 * 7/2004 Shimada .................... 379/88.19 (76) Inventors: Zvi Or-Bach, San Jose, CA (US); Tal 6,788,770 B1 * 9/2004 Cook et al ................ 379/100.01 Lavian, Sunnyvale, CA (US) (Continued) ( *) Notice: Subject to any disclaimer, the term of this FOREIGN PATENT DOCUMENTS patent is extended or adjusted under 35 JP 2004274425 A 9/2004 U.S.C. 154(b) by 0 days. (Continued) This patent is subject to a terminal dis- claimer. OTHER PUBLICATIONS (21) Appl. No.: 13/236,928 Damhuis, M., et a!., "A Multimodal Consumer Information Server with IVR Menu," 2nd IEEE Workshop on Interactive Voice Technol- (22) Filed: Sep.20,2011 ogy forTelecommunicationsApplications (IVTTA94), Kyoto, Japan, (65) Prior Publication Data Sep. 25-27, 1994, pp. 73-76. US 2012/0063574 Al Mar. 15, 2012 (Continued) Related U.S. Application Data Primary Examiner- Gerald Gauthier (63) Continuation of application No. 13/159,093, filed on (74) Attorney, Agent, or Firm- Venable LLP; Michael A. Jun. 13, 2011, now Pat. No. 8,054,952, which is a Sartori; Steven J. Schwarz continuation of application No. 12/879,318, filed on Sep. 10, 2010, now Pat. No. 8,000,454. (57) ABSTRACT (51) Int. Cl. H04M 11106 (2006.01) Embodiments of the invention provide a system for enhanc- H04M 1164 (2006.01) ing user interaction with Interactive Voice Response (IVR) (52) U.S. Cl. ............... 379/88.18; 379/88.04; 379/88.17; destinations, the system comprising: a processor; and a 379/88.19; 379/88.23; 379/100.01; 455/563; memory coupled to the processor, the memory comprising: 704/275; 715/763; 717/105; 717/109 data encoding a database, the database comprising a list of (58) Field of Classification Search ............... 379/88.04, telephone numbers associated with one or more destinations 379/88.13,88.16, 88.17, 88.18, 88.19, 88.23, implementing an IVR; instructions executable by the proces- 379/100.01; 455/563; 704/275; 715/763; sor for automatically communicating with at least one user; 717/109, 105 and instructions executable by the processor to pull at least See application file for complete search history. one menu from the database and display the menu to the at least one user, wherein the menu is associated with a tele- (56) References Cited phone number dialed by the at least one user, and wherein the menu comprises at least one icon. U.S. PATENT DOCUMENTS 5,416,831 A 5/1995 Chewning, III et al. 5,802,526 A * 9/1998 Fawcett eta!. ............. 379/88.13 20 Claims, 32 Drawing Sheets Device (Telephone) / I Visuphone I 1047 r==::::::lJ .J 102a 108c • 10Bn • • 108n

US 8,160,215 B2 Page 2 U.S. PATENT DOCUMENTS 2008/0066015 A1 3/2008 Blankenhorn 2008/0098353 A1 * 4/2008 Hambleton eta!. .......... 717/109 6,885,737 B1 4/2005 Gao eta!. 2008/0226042 A1 9/2008 Singh 6,920,425 B1 * 7/2005 Willet al ...................... 704/275 2009/0154666 A1 * 6/2009 Rios et al ................... 379/88.18 6,968,506 B2 1112005 Yacovone eta!. 2009/0225788 A1 9/2009 Kephart et a!. 7,027,571 B1 * 4/2006 Cook ......................... 379/88.17 7,027,990 B2 4/2006 Sussman FOREIGN PATENT DOCUMENTS 7,065,188 B1 * 6/2006 Mei eta!. ................... 379/88.23 wo 7,092,738 B2 * W0-2008086320 A1 7/2008 8/2006 Creamer eta!. .............. 455/563 7,180,985 B2 * 2/2007 Colson eta!. .............. 379/88.16 7,215,743 B2 * 5/2007 Creamer eta!. ........... 379/88.18 OTHER PUBLICATIONS 7,324,633 B2 * 112008 Gao eta!. ................... 379/88.18 7,331,036 B1 * Shah, S.A.A., eta!., "Interactive Voice Response with Pattern Rec- 2/2008 Hambleton et al ........... 717/105 7,353,016 B2 4/2008 Roundtree eta!. ognition Based on Artificial Neural Network Approach," Interna- 7,392,193 B2 6/2008 Mault tional Conference on Emerging Technologies, Nov. 12-13, 2007, pp. 7,466,803 B2 12/2008 Burget al. 249-252. 7,646,858 B2 112010 Salafia eta!. 8,000,454 B1 * Trihandoyo, A., eta!., "A real-time speech recognition architecture 8/2011 Or-Bach et al ............. 379/88.18 8,054,952 B1 * for a multi-channel interactive voice response system," International 1112011 Or-Bach et al ............. 379/88.18 2004/0217986 A1 * 1112004 Hambleton et al. . ......... 345/763 Conference on Acoustics, Speech, and Signal Processing, vol. 4, 2006/0239422 A1 10/2006 Rinaldo eta!. 1995,pp.2687-2690. 2007/0026852 A1 2/2007 Logan et al. * cited by examiner 2007/0243887 A1 10/2007 Bandhole eta!.

~ U.S. Patent US 8,160,215 B2 Apr. 17, 2012 Sheet 1 of 32 co s::: .0 0 00 00 00 00 0 0 0 0 T"" T"" T"" T"" s::: s::: s::: s::: 0 0 0 0 :+:::: :.;::; :+:::: :+:::: co co co co s::: s::: s::: •• • s::: :+:::: :+:::: :.;::; :+:::: (/) (/) (/) (/) Q) Q) Q) Q) 0 0 0 0 . (!) u. - " Q) Q) s::: Q) s::: ~ 0 0 () 0 T"" .s::: ·- .s::: >c. 0. Q) Q) ::J o- (/) i' 5 co N 0 T"" I

~-.l ~ ~ ~ ~ ~ 00 • ~ = 116 Network =,.t Gateway 108a c' Destination 112 ~ :-: .... 1 /I Destination v108b N .... 0 N Device (Computer+ VOIP) rFJ =- PSTN 1 ('D ..... ('D >I 108c ( Caller Visuphone I N Destination V 0 ..... 104b J (.H N 106) • 102b • • d 108n rJl Destination r' "'010 """"' 0'1 "'= N u. """"' FIG. 18 = N

~ Marn-Menu-~- L~ ~ _.~I ~-.l ~ ~ ~ .~. 202a L-~-~- ~ 00 • Destination Board ~ = --------------------------------- t Number -- .. _ .... _----- ---:::::::::::::::::1----- ! :J ------- ---- I . :-----:::: ____ 108a ./ I I > I 'e Press 3 Press 2 for :-: 204a J1 Pizza Orde Press 0 for .... 206a./ Order main menu Status N .... 0 220a./ N J!10a rFJ =- 1 ,212a Press 2 for Press 1 to talk to v ('D t1 Press 1 for ..... ('D Non-Veg 1 208a ./ 1 Veg the Executive .j;o. 0 ..... I I I (.H I N v218a Press 2 for I Press 1 for r216a V rl Home Take d 214a Delivery Away rJl "'010 """"' •-------------------------------------------------------------------------------------------- 0'1 = 'N FIG. 2A u. """"' = N

i-~ ~ ~ ~ ~ ~ ~-.l 00 • Device 108a I I Destination I I ~ = Board number 1 102b 206b > 'e Pizza Order :-: Order Status .... 204b 2 3 110 N .... 0 N 1 210b 212b rFJ =- Talk to ('D Veg Non-Veg 1161 Gateway I ('D ...... Executive 1 2 208b Ul 1 0 ..... (.H ! N Home Take < > 216b Delivery Away 214b d 1 2 rJl "'010 '"""" 0'1 = 'N FIG. 28 u. '"""" = N

~(.am, ~ ~ ~ ~ ·-2:2~-:r- ~ ~ ~ 00 Device • ---------------------------------------------------------------, 108a Destination Board ~ = number 1 102b 206c > Pizza Order 'e :-: rder Statu .... 2 204c • 3 -....l r 110-" \ N .... 0 N 1 210c Talk to I _.. 212c 116 a rFJ =- Non-Veg Veg Executive ('D )K2 ..... ('D 208c ../I e)' 1 0\ 0 ..... ' 1 (.H l N Y Take Home 216c Delivery Away J:. 214c.J I~ 1 d 2 rJl 00 --------------------------· 0'1 = 'N FIG. 2C u. """"' = N

~ -~-' -~ ~-.l ~ ~ ~ ~ 00 • Device 102b ~ = Welcome to our Pizza place. Please press 1 to check your order status 222 or press 2 to make a new order > 206c 204c rder Statu 'e :-: .... 81 226 N .... 0 N Please press 1 for vegetarian order or press 2 for non-vegetarian pizza order rFJ =- Non-Veg V ("D ..... ("D 208c ~ 210c Veg -....l 224 ';#:2 t)'1 0 ..... (.H N d rJl 222c "'010 """"' 0'1 = 'N u. """"' FIG. 20 = N

I~ ~ 3~ ~ ~ ~ ~ 3~ ~ I~ ~-.l 00 11 • 0 Device 0 (Computer/Smartphone) 1302 ;312 ~ = 4 ¢ Radio ... 324 Display .,. I< Interface I Gateway 1- I > ¢ 'e :-: Lf 314 .... Central Processing Unit Network N ..... Network .,.. / ..... .,.. .... 0 Interface 304_/ N 324 _/ 112 316 1306 rFJ 102a =- 3' Memory V ('D ..... ('D ..... Memory / Card QO 71 Keyboard r 0 ..... Visuphone Input/Output ... (.H .,. I ..... I N L 104 interface t-- Visual Menu Database __:, USB 308 '-- 71 Other Applications Mouse I d 310 rJl "'010 """"' 0'1 = 'N u. """"' FIG. 3A = N

~ I~ ~ ~ I~ ~ ~ ~ [~ ~-.l e • 00 • 11 312 l:: Device 0 (Computer/Smartphone) ~ = 1302 4 ¢ Radio 324 , Display ' 1- I Interface I Gatew• > 'e :-: f .... 324 Central Processing Unit lf314 / N Network 304 .... .. 0 ...... .. ..... Networl / "' Interface N Memory lr 112 316 rFJ =- 102a Memory v VOl P Application ('D ('D ..... 340 \0 / Card 0 ..... Visuphone Input/Output (.H ~' , I I N ""' v interface 104 Keyboard ~ Visual Menu Database ,. ' 308 USB 306 Mouse I Other Applications d L...- ~I rJl 310 "'010 """"' t 0'1 = 'N u. """"' FIG. 38 = N