IP Library Granted Patent US 9,420,097
Granted Patent B2
US 9,420,097 · App. 14/169,019 · Granted Aug 16, 2016

Automated traversal of interactive voice response systems

Inventors: Erik Perotti (Santa Cruz, CA); Cary Bran (Seattle, WA); Barry L Margerum (Santa Cruz, CA)
Assignee: Plantronics, Inc.
H04M3/493H04M2201/40
View Patent ↗
Loading inventors, assignments & file history…
Monitor This Case
Get email alerts when status or documents change.
Order Certified Copies
Most orders are placed with the USPTO same day — all within 24 business hours.
Order via The Patent Place →
Pre-filled with this patent's details
Quick Facts
Patent No.
US 9,420,097
App. No.
14/169,019
Granted
Aug 16, 2016
Kind
B2
Abstract

Methods and apparatuses for interactive voice response system traversal are disclosed. In one example, a user selectable dialer is created including a dial number for an interactive voice response (IVR) system and an ordered sequence of IVR response data operable to transmit to the IVR system perform a desired operation. A user selection of the user selectable dialer is received, and the dial number is automatically dialed to connect to the IVR system and the ordered sequence of IVR response data is automatically transmitted to perform the desired operation.

Claims (46)

1. One or more non-transitory computer-readable storage media having computer-executable instructions stored thereon which, when executed by one or more computers, cause the one more computers to perform operations comprising:

creating a user selectable dialer comprising a dial number for an interactive voice response (IVR) system and an ordered sequence of IVR response data operable to transmit to the IVR system to perform a desired operation;

receiving at a computing device user interface a user selection of the user selectable dialer;

automatically dialing the dial number with a computing device to connect the computing device to the IVR system and automatically transmitting the ordered sequence of IVR response data to perform the desired operation; and

receiving a user interface input data following receiving at the computing device user interface the user selection of the user selectable dialer and prior to automatically dialing the dial number with the computing device; and

automatically transmitting the user interface input data to the IVR system as IVR response data following automatically dialing the dial number with a computing device to connect the computing device to the IVR system.

2. The one or more non-transitory computer-readable storage media of claim 1 , wherein creating a user selectable dialer comprises retrieving a user personal data from a user computer memory, the ordered sequence of IVR response data comprising the user personal data.

3. The one or more non-transitory computer-readable storage media of claim 2 , wherein the user personal data comprises a personal identification number, account number, date of birth, phone number, zip code, name, or device language.

4. The one or more non-transitory computer-readable storage media of claim 2 , wherein the user personal data is encrypted.

5. The one or more non-transitory computer-readable storage media of claim 1 , wherein the ordered sequence of IVR response data comprises a user interface input data.

6. The one or more non-transitory computer-readable storage media of claim 5 , wherein the user interface input data comprises an alphanumeric key input, a voice input, or an ultrasonic frequency inaudible to the human ear defined by a third party IVR.

7. The one or more non-transitory computer-readable storage media of claim 5 , wherein the user interface input data comprises a user personal data.

8. The one or more non-transitory computer-readable storage media of claim 1 , wherein the ordered sequence of IVR response data comprises audio recordings, audio recordings of spoken words, or ultrasonic sounds.

9. The one or more non-transitory computer-readable storage media of claim 1 , wherein the user selectable dialer is identified by the desired operation to be performed.

10. The one or more non-transitory computer-readable storage media of claim 1 , wherein the desired operation is to reach a human operator.

11. The one or more non-transitory computer-readable storage media of claim 1 , wherein the user selection is a single action operable to perform the desired operation.

12. The one or more non-transitory computer-readable storage media of claim 1 , wherein the operations further comprise receiving and verifying a user password prior to automatically dialing the dial number and automatically transmitting the ordered sequence of IVR response data.

13. The one or more non-transitory computer-readable storage media of claim 1 , wherein the operations further comprise decrypting a personal data prior to automatically dialing the dial number and automatically transmitting the ordered sequence of IVR response data.

14. The one or more non-transitory computer-readable storage media of claim 1 , wherein the operations further comprise: recording an audio of at least a portion of a connected call with the IVR system.

15. The one or more non-transitory computer-readable storage media of claim 14 , wherein the portion of the connected call is an end segment and the operations further comprise playing the recorded audio to a user.

16. The one or more non-transitory computer-readable storage media of claim 14 , wherein the operations further comprise: converting a speech in the audio to text and sending or displaying the text to a user.

17. One or more non-transitory computer-readable storage media having computer-executable instructions stored thereon which, when executed by one or more computers, cause the one more computers to perform operations comprising:

receiving a dial number associated with a contact entity utilizing an interactive voice response (IVR) system;

receiving an ordered sequence of IVR response data operable to transmit to the IVR system perform a desired operation at the contact entity;

creating a user selectable contact entity dialer comprising the dial number and the ordered sequence of IVR response data;

receiving at a computing device user interface a user selection of the user selectable contact entity dialer;

automatically dialing the dial number with a computing device and automatically utilizing the ordered sequence of IVR response data to interact with the IVR system to perform the desired operation; and

receiving a user interface input data following receiving at the computing device user interface the user selection of the user selectable contact entity dialer and prior to automatically dialing the dial number with the computing device; and

automatically transmitting the user interface input data to the IVR system as IVR response data following automatically dialing the dial number with a computing device to connect the computing device to the IVR system.

18. The one or more non-transitory computer-readable storage media of claim 17 , wherein the desired operation is to reach a human operator at the contact entity.

19. The one or more non-transitory computer-readable storage media of claim 17 , wherein the operations further comprise generating a retrievable file comprising the ordered sequence of IVR response data.

20. The one or more non-transitory computer-readable storage media of claim 17 , wherein the user selection is a single action operable to perform the desired operation at the contact entity.

21. The one or more non-transitory computer-readable storage media of claim 17 , wherein the dial number comprises a session initiation protocol (SIP) address or other Uniform Resource Identifier (URI).

22. The one or more non-transitory computer-readable storage media of claim 17 , further comprising decrypting a personal data.

23. A method comprising:

creating a user selectable dialer comprising a dial number for an interactive voice response (IVR) system and an IVR response data operable to transmit to the IVR system perform a desired operation;

receiving at a computing device user interface a user selection of the user selectable dialer;

automatically dialing the dial number with a computing device to connect the computing device to the IVR system and automatically transmitting the IVR response data to perform the desired operation; and

receiving a user interface input data following receiving at the computing device user interface the user selection of the user selectable dialer and prior to automatically dialing the dial number with a computing device to connect the computing device to the IVR system; and

automatically transmitting the user interface input data to the IVR system as IVR response data following automatically dialing the dial number with a computing device to connect the computing device to the IVR system.

24. The method of claim 23 , wherein the operations further comprise receiving an updated IVR response data from a remote entity.

25. The method of claim 23 , wherein the operations further comprise storing the user selectable dialer in a user browsable database of user contacts.

26. The method of claim 23 , wherein the IVR response data is operable to automatically navigate a series of menus without additional user input at the IVR system to reach a desired IVR system destination.

27. The method of claim 23 , further comprising receiving a user selectable dialer from a subscriber service, wherein the user selectable dialer is created by a third party.

28. The method of claim 23 , wherein the user selectable dialer is created using crowd-sourcing or at an enterprise.

29. The method of claim 23 , further comprising recording an IVR system response and outputting the IVR system response to a user.

Assignments (4)
NUNC PRO TUNC ASSIGNMENT Recorded Nov 13, 2023
From: PLANTRONICS, INC.
To: HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P.
Reel/Frame 065549/0065 →
RELEASE OF PATENT SECURITY INTERESTS Recorded Aug 30, 2022
From: WELLS FARGO BANK, NATIONAL ASSOCIATION
To: PLANTRONICS, INC.; POLYCOM, INC.
Reel/Frame 061356/0366 →
SECURITY AGREEMENT Recorded Jul 5, 2018
From: PLANTRONICS, INC.; POLYCOM, INC.
To: WELLS FARGO BANK, NATIONAL ASSOCIATION
Reel/Frame 046491/0915 →
ASSIGNMENT OF ASSIGNOR'S INTEREST Recorded Jan 30, 2014
From: PEROTTI, ERIK; BRAN, CARY; MARGERUM, BARRY L
To: PLANTRONICS, INC.
Reel/Frame 032099/0386 →
Continuity (1)
Related Publication 20150215455A1 · Jul 30, 2015