c12) United States Patent US 8,054,952 Bl (10) Patent No.: Or-Bach et - PDF document

sta,_rt~) 111111 1111111111111111111111111111111111111111111111111111111111111 US008054952B 1 c12) United States Patent US 8,054,952 Bl (10) Patent No.: Or-Bach et al. (45) Date of Patent: *Nov. 8, 2011 5,708,422 A * (54) SYSTEMS AND METHODS FOR VISUAL 111998 Blonder eta!. .............. 340/5.41 5,802,526 A 9/1998 Fawcett eta!. PRESENTATION AND SELECTION OF IVR 6,104,790 A 8/2000 Narayanaswami MENU 6,273,726 B1 8/2001 Kirksey eta!. 6,405,033 B1 * 6/2002 Kennedy eta!. ........... 455/414.1 (76) Inventors: Zvi Or-Bach, San Jose, CA (US); Tal 6,560,320 B1 5/2003 Paleiov eta!. Lavian, Sunnyvale, CA (US) 6,594,484 B1 7/2003 Hitchings, Jr. 6,705,869 B2 * 3/2004 Schwartz ...................... 434/219 6,788,770 B1 9/2004 Cook et al. ( *) Notice: Subject to any disclaimer, the term of this 6,816,580 B2 * 1112004 Tinnnins .................. 379/114.23 patent is extended or adjusted under 35 (Continued) U.S.C. 154(b) by 0 days. This patent is subject to a terminal dis- FOREIGN PATENT DOCUMENTS claimer. JP 2004274425 A 9/2004 (Continued) (21) Appl. No.: 13/159,093 OTHER PUBLICATIONS (22) Filed: Jun. 13, 2011 Yin, M., eta!., "The Benefits of Augmenting Telephone Voice Menu Related U.S. Application Data Navigation with Visual Browsing and Search," CHI 2006 Proceed- (63) Continuation of application No. 12/879,318, filed on ings, Managing Voice Input, Montreal, Quebec, Apr. 22-27, 2006, pp. Sep. 10, 2010, now Pat. No. 8,000,454. 319-328. (Continued) (51) Int. Cl. H04M 11106 (2006.01) Primary Examiner- Gerald Gauthier H04M 1164 (2006.01) (74) Attorney, Agent, or Firm- Venable LLP; Michael A. (52) U.S. Cl. ................. 379/88.18; 340/5.41; 379/88.22; Sartori; Yao Wang 379/93.02; 379/111; 379/100.14; 379/201.01; 434/169; 704/247; 704/273; 704/275; 705/14.73; (57) ABSTRACT 705/39; 725/6 Embodiments of the invention provide a system for generat- (58) Field of Classification Search ............... 379/29.01, ing an Interactive Voice Response (IVR) database. The sys- 379/88.18, 114.23, 142.05, 265.09, 76, 88.01, tem comprises a processor; and a memory coupled to the 379/88.16,88.22, 93.02, 93.34, 100.14, 111, processor. The memory comprises a list of telephone numbers 379/201.01; 434/219, 169; 455/414.1, 419; associated with one or more destinations implementing IVR, 705/41, 14.72, 39; 725/110, 6; 340/5.41; 704/247, 273, 275 wherein the destinations are grouped based on at least one category; instructions executable by the processor for auto- See application file for complete search history. matically communicating with at least one user; and instruc- References Cited (56) tions executable by the processor for at least one personal record from the at least one user and for storing the at least one U.S. PATENT DOCUMENTS personal record in the IVR database. 5,416,831 A 5/1995 Chewning, III et al. 5,633,909 A * 5/1997 Fitch .......................... 379/29.01 20 Claims, 32 Drawing Sheets ( __ J 1804 1806

US 8,054,952 Bl Page 2 U.S. PATENT DOCUMENTS 2008/0226042 A1 9/2008 Singh 2009/0136014 A1 5/2009 Bigue et a!. 6,836,762 B2 * 12/2004 Speicher .................... 705/14.73 2009/0154666 A1 6/2009 Rios et al. 6,885,737 B1 4/2005 Gao eta!. 2009/0202050 A1 8/2009 Berger et al. 6,920,425 B1 7/2005 Willet al. 2009/0207980 A1 8/2009 Berger et al. 6,968,506 B2 1112005 Yacovone eta!. 2009/0207996 A1 8/2009 Berger et al. 7,027,990 B2 4/2006 Sussman 2009/0225788 A1 9/2009 Kephart et a!. 7,065,188 B1 6/2006 Mei eta!. 2009/0228908 A1 9/2009 Margis eta!. 7,092,738 B2 8/2006 Creamer et a!. 2009/0276441 A1 1112009 Malik 7,130,800 B1 * 10/2006 Currey et al . ................. 704/273 2010/0172481 A1 * 7/2010 Canu eta!. ............... 379/142.05 7,145,989 B1 * 12/2006 Bondet a!. ...................... 379/76 201110060683 A1 * 3/2011 Salmon Rocket a!. ......... 705/41 7,180,985 B2 2/2007 Colson eta!. 7,215,743 B2 5/2007 Creamer et a!. FOREIGN PATENT DOCUMENTS 7,272,222 B2 * 9/2007 Joseph eta!. ............ 379/265.07 wo W0-2008086320 A1 7/2008 7,353,016 B2 4/2008 Roundtree et a!. 7,366,287 B2 * 4/2008 Stroud eta!. .................. 379/111 OTHER PUBLICATIONS 7,392,193 B2 6/2008 Mault 7,466,803 B2 12/2008 Burget al. Darnhuis, M., et a!., "A Multimodal Consumer Information Server 7,515,695 B1 * 4/2009 Chan eta!. ................. 379/88.18 with IVR Menu," 2nd IEEE Workshop on Interactive Voice Technol- 7,646,858 B2 112010 Salafia et a!. 7,716,055 B1 * 5/2010 Mcintosh eta!. ............. 704/273 ogy forTelecommunicationsApplications (IVTTA94), Kyoto, Japan, 8,000,454 B1 * 8/2011 Or-Bach et al . ............ 379/88.18 Sep. 25-27, 1994, pp. 73-76. 2002/0001371 A1 * 112002 Goldberg et a!. .......... 379/88.22 Shah, S.A.A., eta!., "Interactive Voice Response with Pattern Rec- 2002/0059138 A1 * 5/2002 Priest et al . ..................... 705/39 ognition Based on Artificial Neural Network Approach," Interna- 2002/0147986 A1 * 10/2002 Michael et a!. ............... 725/110 tional Conference on Emerging Technologies, Nov. 12-13, 2007, pp. 2006/0239422 A1 10/2006 Rinaldo et a!. 249-252. 2006/0277043 A1 * 12/2006 Tomes et al . .................. 704/247 Trihandoyo, A., eta!., "A real-time speech recognition architecture 2007/0026852 A1 2/2007 Logan et al. 2007/0223662 A1 * for a multi-channel interactive voice response system," International 9/2007 Jain eta!. ................... 379/93.02 Conference on Acoustics, Speech, and Signal Processing, vol. 4, 2007/0243887 A1 10/2007 Bandhole eta!. 2007/0298776 A1 * 12/2007 Arlene .......................... 455/419 1995,pp.2687-2690. 2008/0066015 A1 3/2008 Blankenhorn * cited by examiner 2008/0095330 A1 4/2008 Jin et al.

~ ~ U.S. Patent US 8,054,952 Bl Nov. 8, 2011 Sheet 1 of 32 ro ..c c: as 00 00 00 0 0 0 0 T"" T"" T"" T"" c: c: c: c: 0 0 0 0 :;:::: :;:::: :;:::: +::; ro ro ro ro •• • c: c: c: c: :.;::; :.;::; :;:::: +::; (/) (/) (/) (/) Q) Q) Q) Q) 0 Cl Cl Cl - Q) Q) -q- c: c: 0 0 0 T"" .J::. ·- .J::. >a. 0. Q)Q) ::J o- - (/) 5 ro N 0 T"" 1 s.... h Q) rn (,0 0 (.) T""

~CIO ~ ~ ~ ~ ~ ~ 00 • ~ = 116 Network c ') 1 Gateway 108a Destination z 112 0 1 /I N v108b .... 0 .... Destination Device (Computer+ VOIP) rFJ =- PSTN ('D 1 ..... ('D >I 108c ( Caller Visuphone I N Destination v 0 ..... (.H 104b .J N 1nnl • 102b • • d 108n rJl Destination t" "'010 = u. "'~ \C u. FIG.1B N = """"'

~ ~CIO ~ ~ ~108b ~ ~ ~ 00 • 116 Network 1 Gateway 6 'j) ~ = 108a Destination 112 z 0 Device Destination N /' .... (Smartphone) 0 .... I >I c\/isuphone Caller I< rFJ PSTN =- 1047 ('D 108c ..... ('D 106 (.H Destination I-" 0 ..... (.H N /110 • • • Cellular Network 108n d 111 r rJl Destination "'010 = u. "'~ \C u. FIG. 1C N = """"'

~ ~ ~ ~ ~CIO ~ 1'"-~-~- !-;:ji~[~:ji~i;: :j-~ ~ i~ ~ ~ 00 • Destination ~ = 202a Board Number 108a J z 0 ! I I I I I I I I I . I Press 3 Press 2 for Press 0 for N 206a Jj .... Order 0 204aJ1 Pizza Orde .... main menu Status 220a_/ rFJ 210a =- ('D __ ___.____---, 212a ..... ('D .j;o. Press 2 ~ ress 1 to talk to r1 Press 1 for 0 ..... Non-Ve the Executive 208a./ 1 Veg (.H N ' l><J ' :;218a I Press 1 for I Press 2 for 1 .r216a I V d Home Take 214a ./1 Delivery rJl Away ' = ' 00 ' ' ' u. _____ :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::] , _________________ _ \c u. N FIG.2A = """"'

~ ~ -~ ~ ~ ~ ~ )(.e~, ~ ~ 00 • Device ---------., 108a ------------------------------------------------------- : Destination Board ~ = number 1 102b 206b z Pizza Order 0 Order Status 204b J I 2 3 QO N .... 0 .... .__, 1 210b 212b rFJ 116 B I =- Talk to I I Veg Non-Veg ('D I ..... ('D Executive I 1 2 : 208b Ul 1 I 0 ..... I I t (.H I N Home Take 216b v Delivery Away 214b d 1 2 rJl = I 00 ------2:22b_:r- ____________________ _ I I u. \c FIG. 28 u. N = """"'

>?=~' ~ ~ ~ ~ ~ ·-2-2~-:r- ~ ~ ~ 00 • Device ---------------------------------------------------------------, 108a Destination ~ = Board number 1 102b 206c z 0 Pizza Order rder Statu 2 QO 204c • 3 N .... 0 .... ._/ 1 210c rFJ Talk to I ,.. 212c 116 a =- ('D Veg Non-Veg Executive ('D ..... ')J:2 208c _; I e)' 1 0\ 0 ..... ' 1 (.H t N Home Take 216c y < Delivery Away 214c.J I Q 1 d rJl " 2 = 00 ----------------------------- u. \c FIG.2C u. N = """"'

~ -~- ~ ~ ~ ~ ~ ~ ~CIO 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 z 206c rder Statu 204c 0 81 226 N .... 0 .... Please press 1 for vegetarian order or press 2 for non-vegetarian pizza order rFJ =- Non-Veg [! 21 Oc ('D 208c \j ..... Veg ('D 224 11 '$:2 -....l 0 ..... (.H N 222c d rJl = 00 u. \c FIG. 20 u. N = '"""'