Visual interactive voice response key mapping
A telephony system generates a graphical user interface (GUI) keypad that includes one or more options detected in an audio stream from an interactive voice response (IVR) system. The telephony system detects speech associated with the IVR system in the audio stream and parses the speech to determine one or more options. The telephony system maps each option to a respective key on the GUI keypad. The system generates the GUI keypad such that it includes a representation of each option on a respective key of the GUI keypad.
1 . A method, comprising:
detecting recorded voice data within an audio stream from a contact center device during a call between the contact center device and a user device;
determining that the recorded voice data is associated with an interactive voice response (IVR) system;
parsing the recorded voice data associated with the IVR system to extract one or more options of an IVR tree of the IVR system;
mapping each of the one or more options of the IVR tree to a respective key on a graphical user interface (GUI) keypad that mirrors an existing standard telephone keypad layout and includes keys associated with the one or more options of the IVR tree and omits keys that are not associated with the one or more options of the IVR tree; and
outputting the GUI keypad to the user device, wherein the GUI keypad includes an overlay keyword of each option on a respective key.
2 . The method of claim 1 , wherein determining that the recorded voice data is associated with the IVR system includes detecting a speech pattern of the IVR system.
3 . The method of claim 1 , wherein determining that the recorded voice data is associated with the IVR system includes using an artificial intelligence (AI) model to detect a speech pattern of the IVR system.
4 . The method of claim 1 , wherein parsing the recorded voice data comprises performing keyword detection.
5 . The method of claim 1 , further comprising:
detecting voice data associated with a live agent in the audio stream; and
terminating a monitoring of the audio stream based on the detected voice data.
6 . The method of claim 1 , further comprising:
detecting voice data associated with a live agent in the audio stream; and
outputting the GUI keypad to the user device based on the detected voice data, wherein the GUI keypad does not include the overlay keyword of each option on a respective key.
7 . The method of claim 1 , further comprising:
associating the IVR tree with the contact center; and
storing data representative of the IVR tree.
8 . A system, comprising:
a memory subsystem storing instructions; and
processing circuitry configured to:
detect recorded voice data within an audio stream from a contact center device during a call between the contact center device and a user device;
determine that the recorded voice data is associated with an interactive voice response (IVR) system;
parse the recorded voice data associated with the IVR system to extract one or more options of an IVR tree of the IVR system;
map each of the one or more options of the IVR tree to a respective key on a graphical user interface (GUI) keypad that mirrors an existing standard telephone keypad layout and includes keys associated with the one or more options of the IVR tree and omits keys that are not associated with the one or more options of the IVR tree; and
output the GUI keypad to the user device, wherein the GUI keypad includes a an overlay keyword of each option on a respective key.
9 . The system of claim 8 , wherein the processing circuitry is configured to detect a speech pattern of the IVR system.
10 . The system of claim 8 , wherein the processing circuitry is configured to use an artificial intelligence (AI) model to detect a speech pattern of the IVR system.
11 . The system of claim 8 , wherein the processing circuitry is configured perform keyword detection to map each of the one or more options of the IVR tree.
12 . The system of claim 8 , wherein the processing circuitry is further configured to:
detect voice data associated with a live agent in the audio stream.
13 . The system of claim 8 , wherein the processing circuitry is further configured to:
terminate a monitoring of the audio stream when the voice data is associated with a live agent.
14 . The system of claim 8 , wherein the processing circuitry is further configured to:
output the GUI keypad when the voice data is associated with a live agent, wherein the GUI keypad does not include the overlay keyword of each option on a respective key.
15 . The system of claim 8 , wherein the GUI keypad includes only keys that are associated with the one or more options of the IVR tree.
16 . A non-transitory computer-readable medium comprising instructions that when executed by a processor, cause the processor to perform operations comprising:
detecting recorded voice data within an audio stream from a contact center device during a call between the contact center device and a user device;
determining that the recorded voice data is associated with an interactive voice response (IVR) system;
parsing the recorded voice data associated with the IVR system to extract one or more options of an IVR tree of the IVR system;
mapping each of the one or more options of the IVR tree to a respective key on a graphical user interface (GUI) keypad that mirrors an existing standard telephone keypad layout and includes keys associated with the one or more options of the IVR tree and omits keys that are not associated with the one or more options of the IVR tree; and
outputting the GUI keypad to the user device, wherein the GUI keypad includes an overlay keyword of each option on a respective key.
17 . The non-transitory computer-readable medium of claim 16 , wherein determining that the recorded voice data is associated with the IVR system includes using a natural language processing model to detect a speech pattern of the IVR system.
18 . The non-transitory computer-readable medium of claim 16 , wherein determining that the recorded voice data is associated with the IVR system includes using a deep learning model to detect a speech pattern of the IVR system.
19 . The non-transitory computer-readable medium of claim 16 , wherein parsing the recorded voice data comprises performing keyword detection.
20 . The non-transitory computer-readable medium of claim 16 , further comprising:
associating the IVR tree with the contact center;
storing data representative of the IVR tree; and
training a machine learning model using the stored data representative of the IVR tree.