Note: Descriptions are shown in the official language in which they were submitted.
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SYSTEM AND METHOD FOR DEEP DIALING PHONE SYSTEMS
Field of Invention
The present invention relates to the field of communication call management,
and, more particularly, to automated call completion and automated IVR
interaction and
related methods.
Background of the Invention
Today, when a user (a waiting party) calls a large company or service center
or
(a queuing party), it is very likely that he or she will be connected to an
interactive voice
response (IVR) system. Such systems present the waiting party with information
via a
series of queues such as audio prompts and get input from the caller, via dial
tone multi-
frequency (DTMF) tones (also known as "touch tones") or verbal commands. It is
very
desirable to provide a communication system and method which allows a waiting
party
(the waiting party) to reach a particular point in an IVR system directly,
that is, without
navigating through the menu hierarchy to reach that point. In the present
disclosure, this
process is referred to as "deep dialing". Such systems may also be referred to
as
"phone menus" or "phone trees".
Summary of the Invention
Embodiments of the present invention provide in one aspect an independent
communication system (ICS) used in a transaction between a waiting party and a
queuing party, the queuing party having a interactive voice response (IVR),
the IVR
having a plurality of nodes, the ICS adapted to connect to a particular node
in the IVR.
In another aspect, the present embodiments provide a method used in a
transaction between a waiting party and a queuing party, the queuing party
having a
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interactive voice response (IVR), the IVR having a plurality of nodes, the
method
comprising enabling the waiting party to connect to a particular node in the
IVR.
Brief Description of the Drawings
For a fuller understanding of the invention, reference is made to the
following
detailed description, taken in connection with the accompanying drawings
illustrating
various embodiments of the present invention, in which;
FIG. 1 is an illustration of an exemplary IVR map;
FIG. 2 is an illustration of a communications system that incorporates an
exemplary embodiment related to IVR mapping and deep dialing:
FIG. 3 is an illustration of a communications system that incorporates an
exemplary embodiment audio device is an "IP-based" phone;
FIG. 4 is an illustration of a communications system that incorporates an
illustrative embodiment in which the role of the data device is replaced by an
IVR
system;
FIG. 5 is an illustrative timeline describing a typical transaction using a
system
built according to an exemplary embodiment; and
FIG. 6 is an illustration of a call status report generated according to an
exemplary embodiment.
Detailed Description of the Preferred Embodiments
The present invention will now be described more fully hereinafter with
reference
to the accompanying drawings, in which preferred embodiments of the invention
are
shown. This invention may, however, be embodied in many different forms and
should
not be construed as limited to the embodiments set forth herein. Rather, these
embodiments are provided so that this disclosure will be thorough and
complete, and
will fully convey the scope of the invention to those skilled in the art. Like
numbers refer
to like elements throughout, and prime notation is used to indicate similar
elements in
alternate embodiments.
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The embodiments presented herein provide a system and method which allows
the waiting party to dial into a particular node in the IVR map used by a
queuing calling
system (QCS) of a queuing party in a transaction which might be through a
landline
phone, mobile phone, web-based phone, softphone, and the like.
An "IVR map" is a structured list of all the possible paths through a given
IVR
system, where each path consists of one or more nodes. Figure 1 shows an
illustrative
example of such an IVR map. Each node in an IVR map represents a specific
point in a
tree-like structure where the waiting party may be prompted to send a command
by
entering data, e.g. via punching in numbers on a dial pad, or spelling out
commands
verbally, etc. The result of this action by the waiting party advances him or
her onto the
next node and so on and so forth in order to eventually reach a node through
which he
or she could execute an originally intended function.
Accordingly, each node in the map includes a prompt and possibly one or more
commands. The prompt is, for example, the audio that is heard by the caller
and is
represented in the map by the corresponding text. Each command can be a DTMF
tone
or a verbal command and allows the caller to navigate to another node in the
IVR
system, or will put the caller in a queue to speak to a live agent.
The strength of the IVR system is its universality. It works on any phone and
is
usable by even the least technically inclined people. IVR systems are favored
by a
queuing party because they allow live agents to be used more effectively,
which in turn
reduces the costs of running call centers. Recent advances in technology are
making
IVR systems both easier to set up and more elaborate. Customer interactions
that used
to involve a live agent (by way of example, checking a bank balance or making
a
payment) are being delegated more and more to the "automated attendant". It's
clear
that IVRs will be in wide use around the world at least for the foreseeable
future.
However, IVR systems can be very frustrating to the waiting party. By way of
example:
1. Queuing parties are putting more and more marketing messages
into their IVRs, which may provide no value to the waiting party and
increases the time it takes him or her to accomplish his objective.
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2. For very long menus, it can be hard for the waiting party to
remember all the options by the time the menu completes.
3. Often the waiting party simply wants to speak to a live agent, but
the path to get there is not obvious. In fact, sometimes queuing parties
make reaching an agent deliberately obtuse.
The embodiments presented herein provide a communications system and
corresponding method. In some embodiments, the method includes receiving a
request
from a waiting party to call a particular node of a particular IVR system of a
particular
party (the queuing party). The queuing party is then called and sent
appropriate
commands (e.g. DTMF tones or voice cues) such that the desired node of the IVR
map
is reached. When the requested node is detected, the waiting party is called
or
informed, at a phone number or generally at a voice address (or other real-
time
communication address previously indicated by the waiting party or known by
the
system), and connected to the queuing party.
The embodiments presented herein bring advantages to the waiting party by
removing the need to listen and chose through unnecessary nodes in the IVR
map. The
waiting party may also save money from the reduced phone time (especially if
the
waiting party is using a mobile phone). Furthermore, the embodiments presented
herein
imply no explicit cost or effort to the queuing party.
Figure 2 shows an illustrative communications system that incorporates an
exemplary embodiment. The waiting party I interacts with a data device 2 for
controlling
an independent calling system (ICS) and receiving information from it. The
data device
could be embodied as a web site on a PC or mobile device, which interacts with
the ICS
3 through a data network such as internet. The waiting party also interacts
with an audio
device 4 for real-time audio communication with the queuing party over a real-
time
audio communication network 5. The audio device could be a fixed-line or
wireless
telephone (alternatively an IP/web/internet-based phone or softphone). The
real-time
audio communication network could be the public switched telephone network
(PSTN)
(alternatively a wireless network, the internet, or an LAN/WAN). Typically the
queuing
party is a large company or a service center, but in some embodiments, this
may not be
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the case. An IVR database 6 stores IVR maps that allow the ICS to navigate the
IVR
properly.
Figure 3 illustrates another communications system that incorporates an
exemplary embodiment. In this embodiment, the audio device is an
"IP/web/internet-
5 based" phone, meaning that it communicates over a packet-based network, such
as
internet. The audio device in this case, may also be a softphone that operates
as
software on a computer. It is further possible that the audio device is a
softphone
operating on the waiting party's data device, so that one device fills the
roles of both
audio device and data device.
Figure 4 illustrates yet another communications system that incorporates an
exemplary embodiment. In this embodiment, the role of the data device is
replaced by
an IVR system, operated by the ICS (a separate IVR from that of the queuing
party). In
this embodiment, the waiting party controls the ICS and receives data from it
through an
audio device, using commands such as DTMF tones or voice cues. In this
embodiment,
one device fills the roles of both audio device and data device.
The Voice Address
In some embodiments, the waiting party must specify a voice address (a phone
number, a SIP address, web/internet-based phone address, etc.) that allows
real-time
two-way audio communication between the waiting party and the ICS. In some
embodiments, the voice address is selected automatically based on information
about
the waiting party (such as the last voice address he or she used) stored in a
database
accessible by the ICS and/or information that identify the data device (such
an IP
address or a browser cookie).
Typical Transaction
Figure 5 illustrates a timeline describing a typical transaction using a
system built
according to an exemplary embodiment. The system is further elaborated below,
where
the numbers correspond to the steps in Figure 5 and inlcude:
1. The transaction begins when a waiting party makes a request to the
ICS, through the data device. to place a call to the queuing party, and
reach a particular node in their IVR map.
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2. The ICS dials the queuing party, e.g. over the PSTN, and connects
to the QCS.
3. The ICS sends to the QCS the commands required to navigate the
IVR map to the requested node. These commands could be DTMF tone.
voice cues, software commands, etc.
4. The ICS dials the waiting party using the information he or she
provided in step 1. In certain embodiments, this step is not necessary.
5. When the waiting party answers, he or she is connected to the
CCS, and can interact with the CCS normally.
Reporting Status to the Waiting Party
In some embodiments, the ICS can report the status of the call (transaction)
to
the waiting party in a variety of ways. In embodiments where the data device
has a
visual interface (e.g. on a PC, mobile device, multi-media device etc.), the
status may
be displayed via graphical presentation as shown in Figure 6. The data
reported may
include the "state" of the transaction (which may indicate, for example, which
stage of
the timeline from Figure 5 is current). In other embodiments, this information
could be
reported as audio or plain text.
Collecting aggregate statistics
As the ICS is used by many waiting parties over a period of many days, it is
possible for aggregate statistics to be collected about some queuing parties,
such as
which nodes are more popular than others. Other useful statistics could
include average
hold time to connect to a node, call volume, call duration, and optimal time
to schedule
a call.
Pre-dialing
One issue that needs to be addressed regarding the procedures described above
in typical transaction, as illustrated in Figure 5, is that the waiting party
may not be able
to hear the beginning of the prompt of the node he or she has requested. This
is
because it takes time for the ICS to establish the connection through the
audio device
(e.g. in the case where the audio device is a telephone, it takes time to
reach the phone
and press the appropriate key to accept the call.) In some embodiments, the
ICS
addresses this problem by dialing the waiting party prior to the last step in
navigating
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the IVR map. Accordingly, when the connection is established, the ICS sends
the
command to perform the final navigation. This approach allows the waiting
party to hear
the prompt for the requested node in its entirety.
The waiting party can change his or her voice address.
In some embodiments, the ICS can allow the waiting party to change the voice
address after the call request has been initiated. In certain embodiments,
this change
may be possible at any point up to step 4 in Figure 5. In the embodiments
where the
data device has a visual interface (e.g. on a PC or mobile device), this
process could be
initiated by clicking a button (e.g. "Change voice address") as shown in
Figure 6. In
other embodiments, this interaction may be voice-based or text-based.
The waiting party can cancel the call.
In some embodiments, the ICS can allow the waiting party to cancel the call
after
the call request has been initiated. In certain embodiments, this change may
be
possible at any point up to step 4 in Figure 5. In embodiments where the data
device
has a visual interface (e.g. on a PC or mobile device), this process could be
initiated by
clicking a button (e.g. "Cancel Call") as shown in Figure 6. In other
embodiments, this
interaction may be voice-based or text-based.
Other functions may include the waiting party requesting the handoff of the
call to
another party, or could place an advance scheduled calling, or change the
voice
address at which he or she desired to be reached. First two functions could
take place
via proper arrangement or programming prior to the ICS reaching the desired
node and
calling back the waiting party. The advance scheduled calling accommodates the
waiting party's plans.
One advantage and feature of the embodiments presented herein is to provide a
communication system and method which allow a waiting party to connect
directly to a
point inside the IVR System of a particular queuing party. The IVR system of
the
queuing party combined with any other communication systems of the queuing
party are
referred to herein as the queuing communication system (QCS). In this context
connecting "directly" means that the waiting party does not have to enter any
commands to navigate the IVR map. This process is referred to as deep dialing,
in that
it allows the waiting party to connect "deep" into the IVR menu.
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Another advantage and feature of the embodiments presented herein is to
provide such a system and method in a way that requires no changes to the QCS.
Another advantage and feature of the embodiments presented herein is to
provide such a system and method in a way that is transparent to the queuing
party,
requires no negotiation with the queuing party and requires no cooperation
from the
queuing party.
Another advantage and feature of the embodiments presented herein is to
provide such a system and method in a way that provides real-time, or near
real-time,
feedback to the waiting party about the status of his call.
Another advantage and feature of the embodiments presented herein is to
provide such a system and method in a way that allows the waiting party,
queuing party,
or a third party to collect aggregate statistics such as the most commonly
requested
nodes in a particular IVR map. Such aggregate statistics could include popular
nodes,
average hold time to connect to a node, call volume, call duration, and an
optimal time
to schedule a call.
Another advantage and feature of the embodiments presented herein is to
provide such a system and method in a way that allows the waiting party to
specify a
voice address (typically a phone number but also potentially a SIP address,
web-based
phone address, etc.) that allows real-time two-way audio communication where
he or
she can be reached and allows the waiting party to change the voice address
while the
deep dialing call is in progress.
Another advantage and feature of the embodiments presented herein is to
provide such a system and method in a way that automatically selects an
appropriate
voice address based on profile information stored about the waiting party or
other
information.
Another advantage and feature of the embodiments presented herein is to
provide such a system and method in a way that allows the waiting party to
cancel the
deep dialing call.
Another advantage and feature of the embodiments presented herein is to
provide such a system and method in a way that allows the waiting party to
change his
or her voice address, or hand off to a third party during the deep dialing
process.
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Another advantage and feature of the embodiments presented herein is to
provide such a system and method in a way that allows the waiting party to
arrange or
program for advance scheduled calling of a particular node in an IVR menu.
Many modifications and other embodiments of the invention will come to the
mind of one skilled in the art having the benefit of the teachings presented
in the
foregoing descriptions and associated drawings. Therefore, it is understood
that the
invention is not to be limited to the specific embodiments disclosed, and that
modifications and embodiments are intended to be included within the scope of
the
appended claims.
