Menu presentation system
View Patent ↗A method of presenting an item from a menu of an IVR system for selection is provided, comprising presenting the item to a caller, presenting an audio space to the caller, and detecting any of a number of inputs from an input device during the presentation of the item and the audio space to indicate the selection of the item by the caller.
1. A method for employing an interactive voice response system for the selection of items from a menu, comprising:
receiving a call from a telephone caller;
presenting a menu of items to the caller in an order most likely to be selected by the caller using:
identifying information of the caller, including caller ID; and
an optimization algorithm generated by collecting data on prior caller selections and statistically analyzing collected data;
presenting an audio space to the caller following the presentation of each respective item of the menu of items; and
detecting any input from the caller, the any input being any one of a number;
of possible caller generated inputs received from an input device during the presentation of the respective item and the following audio space;
wherein the any input is selected from the group consisting of a press of any number key of the input device and a voice input; and wherein:
the respective item is selected if the any input is detected during the presentation of the respective menu item and the following audio space, the press of any number key of the input device indicating selection of the respective item regardless of any predefined differences associated with pressing of individual number keys, wherein the individual number keys are visually unidentified when the selection occurs; and
failure to defect the any input, during the presentation of the respective item and the associated following audio space, indicates the respective item is not selected.
2. The method of claim 1 , further comprising listening for input from the caller, during the presentation of the respective item and the following audio space, which indicates a command to re-present the respective item.
3. The method of claim 1 , further comprising listening for input from the caller, during the presentation of the respective item and the following audio space, which indicates a command to skip further presentation of the respective item and the following audio space.
4. The method of claim 1 , further comprising skipping presentation of the respective item and the following audio space after detecting selection of the respective item.
5. The method claim 1 , wherein the caller issues voice commands as the caller generated voice input and where voice recognition is used to recognize the input.
6. The method of claim 1 , further comprising organizing the presentation of the menu of items in order of likely selection with the most likely selection being first.
7. The method of claim 1 , wherein the caller generated input comprises pressing of any one number key of the input device, during the presentation of the respective item and the following audio space, to indicate the selection of the respective item.
8. A method of presenting a Web page in an audio format to a telephone caller, comprising:
converting selectable items in the Web page into the audio format by converting HTML hyperlinks to IVR menu items with a conversion program which looks for HTML keywords and converts said HTML keywords to equivalent IVR function calls;
inserting an audio space after each of the IVR menu items;
presenting the IVR menu items and associated audio spaces following each respective item to the caller; and
detecting any one of a number of caller generated inputs from an input device during the presentation of a respective item and an associated following audio space;
wherein the any one of a number of caller generated inputs is selected from the group consisting of a press of any number key of the input device and a voice input; and wherein
the respective item is selected if the any one of a number of caller generated inputs is detected during the presentation of the respective item and the associated following audio space, the press of any number key of the input device indicating selection of the respective item regardless of any predefined differences associated with pressing of individual number keys, wherein the individual number keys are visually unidentified when the selection occurs; and
failure to detect the any one of a number of caller generated inputs, during the presentation of the respective item and the associated following audio space, indicates the respective item is not selected.
9. The method of claim 8 , further comprising listening for input from the caller, during the presentation of the item and the audio space, which indicates a command to re-present the item.
10. The method of claim 8 , further comprising listening for input from the caller, during the presentation of the respective item and the associated following audio space, which indicates a command to skip further presentation of the respective item and the associated following audio space.
11. The method of claim 8 , further comprising skipping presentation of the respective item and the associated following audio space after detecting selection of the respective item.
12. The method of claim 8 , wherein the caller issues voice commands as the caller generated input and where voice recognition is used to recognize the caller generated input.
13. The method of claim 8 further comprising organizing the presentation of the IVR menu items in order of likely selection with the most likely selection being first.
14. The method of claim 8 wherein the caller generated input comprises pressing of any one number key of the input device, during the presentation of the respective item and the associated following audio space, to indicate the selection of the respective item.