Visual interactive voice response
An interactive voice response system receives a communication initiated by a remote requesting party. Based upon receipt at the interactive voice response system of the communication, visual data to provide to the remote requesting party as part of an integrated interactive script is determined. The visual data is provided to the remote requesting party as part of the integrated interactive script. Depending upon a selection of the remote requesting party, individual elements of the integrated interactive script are sent to the remote requesting party iteratively based upon interaction between the remote requesting party and the interactive voice response system, or multiple individual elements of the integrated interactive script are sent together to the remote requesting party, and individually presented to the remote requesting party based upon interaction between the remote requesting party and the interactive voice response system.
1. A method of providing information, comprising:
determining, by a processor, based upon receipt at an interactive voice response system of a communication from a remote requesting party, visual data to provide to the remote requesting party as part of an integrated interactive script; and
providing the visual data to the remote requesting party as part of the integrated interactive script,
wherein depending upon a selection of the remote requesting party, individual elements of the integrated interactive script are sent to the remote requesting party iteratively based upon interaction between the remote requesting party and the interactive voice response system, or multiple individual elements of the integrated interactive script are sent together to the remote requesting party, and individually presented to the remote requesting party based upon interaction between the remote requesting party and the interactive voice response system.
2. The method of providing information of claim 1 , further comprising:
determining that a communications device of the remote requesting party has a capability of displaying visual data.
3. The method of providing information of claim 1 , further comprising:
receiving, at a server, identification of the visual data to be sent to the remote requesting party.
4. The method of providing information of claim 1 ,
wherein the visual data is provided to the remote requesting party by forwarding the visual data from a server.
5. The method of providing information of claim 1 ,
wherein the visual data is sent to the remote requesting party from a server of the interactive voice response system.
6. The method of providing information of claim 1 ,
wherein the visual data is sent to the remote requesting party from the interactive voice response system.
7. The method of providing information of claim 1 ,
wherein the visual data comprises text.
8. The method of providing information of claim 1 ,
wherein the visual data comprises images.
9. The method of providing information of claim 1 ,
wherein the visual data comprises video.
10. The method of providing information of claim 9 ,
wherein the video is accessible via an embedded internet address.
11. The method of providing information of claim 1 , further comprising:
simultaneously providing audio and the visual data to the remote requesting party.
12. The method of providing information of claim 1 , further comprising:
prompting the remote requesting party to indicate whether a communications device of the remote requesting party is capable of displaying the visual data.
13. The method of providing information of claim 1 , further comprising:
receiving input from the remote requesting party responsive to a selection by the remote requesting party of one of a plurality of choices in the visual data.
14. The method of providing information of claim 1 , further comprising:
determining from address information of a communications device of the remote requesting party whether the communications device includes a client application having a capability of displaying the visual data.
15. The method of providing information of claim 1 , determining whether the communications device has a visual interactive voice response application installed on the communications device.
16. A non-transitory computer readable storage medium encoded with an executable computer program for providing information and that, when executed by a processor of an interactive voice response system, causes the processor to perform operations comprising:
determining, based upon receipt at the interactive voice response system of a communication initiated by a remote requesting party, visual data to provide to the remote requesting party as part of an integrated interactive script; and
providing the visual data to the remote requesting party during the communication as part of the integrated interactive script,
wherein depending upon a selection of the remote requesting party, individual elements of the integrated interactive script are sent to the remote requesting party iteratively based upon interaction between the remote requesting party and the interactive voice response system, or multiple individual elements of the integrated interactive script are sent together to the remote requesting party, and individually presented to the remote requesting party based upon interaction between the remote requesting party and the interactive voice response system.
17. The non-transitory computer readable storage medium of claim 16 ,
wherein the visual data is sent to the remote requesting party from the interactive voice response system.
18. The non-transitory computer readable storage medium of claim 16 , further comprising:
using device identification information of a communications device of the remote requesting party to determine whether the communications device includes a visual interactive voice response application.
19. The non-transitory computer readable storage medium of claim 16 , further comprising determining whether the communications device has a client application having a capability of displaying the visual data.
20. A server in an interactive voice response system for providing information, comprising:
a processor;
a memory storing instructions that, when executed by the processor, cause the processor to perform operations comprising determining, based upon receipt at the interactive voice response system of a communication initiated by a remote requesting party, visual data to provide to the remote requesting party as part of an integrated interactive script; and
a transmitter that provides the visual data to the remote requesting party as part of the integrated interactive script,
wherein depending upon a selection of the remote requesting party, individual elements of the integrated interactive script are sent to the remote requesting party iteratively based upon interaction between the remote requesting party and the interactive voice response system, or multiple individual elements of the integrated interactive script are sent together to the remote requesting party, and individually presented to the remote requesting party based upon interaction between the remote requesting party and the interactive voice response system.