System and method for displaying the history of a user's interaction with a voice application
As a user interacts with a voice application, a history of the prompts played to the user and the users responses are displayed to the user. The displayed prompts and displayed responses could be summaries of the prompts and responses, or they could be full transcriptions of the prompts and responses. A user may be able to select a prompt or response in the history to return to a certain point in the voice application. It may be possible for a user to save a history of the interactions that occurred when a voice application was performed, and to recall the history to continue on from a selected location in the history.
1. A method of interacting with a user via an interactive voice response (IVR) application, comprising:
playing audio prompts for the user via an interactive voice response application, and recording information about the audio prompts played to the user;
receiving input from the user provided in response to the audio prompts and recording information about the user's responses to the audio prompts;
displaying to the user, on a display screen, a history of all of the audio prompts played to the user and all of the user responses, wherein each time that a new audio prompt is played to the user by the interactive voice response application, a prompt item including information about the new audio prompt is added to the displayed history, and wherein each time that the user provides a response to an audio prompt, a response item with information about the user's response is added to the displayed history;
receiving information indicating that the user has selected a displayed prompt item from the displayed history;
replaying to the user the audio prompt corresponding to the user selected prompt item;
receiving new input from the user provided in response to the replayed audio prompt, wherein the interactive voice response application acts on the received new input as if the user was responding to a first playing of the audio prompt corresponding to the user selected prompt item.
2. The method of claim 1 , wherein at least one of the response items in the displayed history includes information about the content of a user response to an audio prompt.
3. The method of claim 1 , wherein at least one of the response items in the displayed history includes at least a partial transcription of a user's spoken response to an audio prompt.
4. The method of claim 1 , wherein the prompt items and the response items are depicted in a different fashion in the displayed history.
5. The method of claim 1 , wherein receiving information indicating that the user has selected a displayed prompt item comprises receiving data generated by a user input device.
6. The method of claim 1 , wherein receiving information indicating that the user has selected a displayed prompt item comprises receiving data that was generated based on an interpretation of speech input provided by the user.
7. The method of claim 1 , further comprising:
receiving information indicating that the user has selected a displayed response item from the displayed history; and
receiving new input from the user that is to replace the user input that resulted in the user selected response item, wherein the interactive voice response application acts on the received new input as if the user was responding to a first playing of an audio prompt that resulted in the generation of the user selected response item.
8. The method of claim 7 , wherein receiving information indicating that the user has selected a displayed response item comprises receiving data generated by a user input device.
9. The method of claim 7 , wherein receiving information indicating that the user has selected a displayed response item comprises receiving data that was generated based on an interpretation of speech input provided by the user.
10. The method of claim 1 , further comprising displaying to the user on the display screen a plurality of selectable options, wherein the user can select each of the selectable options to cause the interactive voice application to perform various functions.
11. The method of claim 1 , further comprising storing a copy of the displayed history of prompt items and response items after the user finishes interacting with the interactive voice application.
12. The method of claim 1 , wherein receiving input from the user comprises receiving a spoken response from the user, the method further comprising:
interpreting the user's spoken response via speech recognition techniques, wherein the interpreting step includes generating a confidence value that is indicative of a level of confidence that the user's spoken response was correctly interpreted;
displaying to the user, when the confidence value does not rise above a threshold confidence value, a plurality of different potential interpretations of the user's spoken response; and
receiving data that indicates that the user selected one of the displayed potential interpretations of the user's spoken response, wherein the interactive voice response application then acts upon the user selected interpretation of the user's spoken response.
13. A non-transitory computer readable medium bearing instructions which, when performed by one or more processors, cause the one or more processors to perform an interactive voice response application for a user, wherein performing the interactive voice response application includes the steps of:
playing audio prompts for the user via an interactive voice response application, and recording information about the audio prompts played to the user;
receiving input from the user provided in response to the audio prompts and recording information about the user's responses to the audio prompts;
displaying to the user, on a display screen, a history of all of the audio prompts played to the user and all of the user responses, wherein each time that a new audio prompt is played to the user by the interactive voice response application, a prompt item including information about the new audio prompt is added to the displayed history, and wherein each time that the user provides a response to an audio prompt, a response item with information about the user's response is added to the displayed history;
receiving information indicating that the user has selected a displayed prompt item from the displayed history;
replaying to the user the audio prompt corresponding to the user selected prompt item;
receiving new input from the user provided in response to the replayed audio prompt, wherein the interactive voice response application acts on the received new input as if the user was responding to a first playing of the audio prompt corresponding to the user selected prompt item.
14. The non-transitory computer readable medium of claim 13 , wherein at least one of the response items in the displayed history includes information about the content of a user response to an audio prompt.
15. The non-transitory computer readable medium of claim 13 , wherein at least one of the response items in the displayed history includes at least a partial transcription of a user's spoken response to an audio prompt.
16. The non-transitory computer readable medium of claim 13 , wherein the prompt items and the response items are depicted in a different fashion in the displayed history.
17. The non-transitory computer readable medium of claim 13 , wherein receiving information indicating that the user has selected a displayed prompt item comprises receiving data generated by a user input device.
18. The non-transitory computer readable medium of claim 13 , wherein receiving information indicating that the user has selected a displayed prompt item comprises receiving data that was generated based on an interpretation of speech input provided by the user.
19. The non-transitory computer readable medium of claim 13 , wherein the method performed by the one or more processors further comprises:
receiving information indicating that the user has selected a displayed response item from the displayed history; and
receiving new input from the user that is to replace the user input that resulted in the user selected response item, wherein the interactive voice response application acts on the received new input as if the user was responding to a first playing of an audio prompt that resulted in the generation of the user selected response item.
20. The non-transitory computer readable medium of claim 19 , wherein receiving information indicating that the user has selected a displayed response item comprises receiving data generated by a user input device.
21. The non-transitory computer readable medium of claim 19 , wherein receiving information indicating that the user has selected a displayed response item comprises receiving data that was generated based on an interpretation of speech input provided by the user.
22. The non-transitory computer readable medium of claim 13 , wherein the method performed by the one or more processors further comprises displaying to the user on the display screen a plurality of selectable options, wherein the user can select each of the selectable options to cause the interactive voice application to perform various functions.
23. The non-transitory computer readable medium of claim 13 , wherein the method performed by the one or more processors further comprises storing a copy of the displayed history of prompt items and response items after the user finishes interacting with the interactive voice application.
24. The non-transitory computer readable medium of claim 13 , wherein receiving input from the user comprises receiving a spoken response from the user, the method further comprising:
interpreting the user's spoken response via speech recognition techniques, wherein the interpreting step includes generating a confidence value that is indicative of a level of confidence that the user's spoken response was correctly interpreted;
displaying to the user, when the confidence value does not rise above a threshold confidence value, a plurality of different potential interpretations of the user's spoken response; and
receiving data that indicates that the user selected one of the displayed potential interpretations of the user's spoken response, wherein the interactive voice response application then acts upon the user selected interpretation of the user's spoken response.