Method and apparatus for interactive voice processing with...

Details Method and apparatus for interactive voice processing with... Method and apparatus for interactive voice processing with...

2006-11-28

2006-11-28

Smith, Creighton (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

Reexamination Certificate

active

07142661

ABSTRACT:
A visual interface to an IVR system is provided to allow an interaction between a user and an interactive voice response (IVR) system to be visually monitored. A visual representation of an audio communication with an agent is generated based on the IVR script. The commands in the IVR scripts can be mapped to a visual representation. One or more fields in the visual representation can be populated with utterances of the caller. The agent can optionally review or update a field in the visual representation that has been populated with an utterance. An agent can optionally alter a flow of the IVR script or intervene in the audio communication.

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“Audium 3 . . . A complete platform to create and deliver better voise applications,” Audium Corporation, downloaded on Oct. 20, 2004, http://www.audiumcorp.com (2004).

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