System and method for graphically displaying and navigating through an interactive voice response menu
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United States of America Patent
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-
Sep 1, 1998
Issued Date -
N/A
app pub date -
Apr 18, 1996
filing date -
Nov 15, 1995
priority date (Note) -
In Force
status (Latency Note)
Importance
Abstract
Interactive voice response systems (IVRS) are used as interfaces at a wide variety of support and information retrieval centers. A caller who contacts in IVRS-equipped support center can choose to have the voice information contained in the IVRS menus displayed graphically on the caller's communications terminal. The graphical display allows a caller to navigate up and down in the IVRS menus, skipping intermediate steps that would be required making responses to voice queries. In one embodiment the Hyper Text Markup Language (HTML) is used to produce the graphical display. The HTML data also contains a pre-defined protocol used to display IVRS menus. The graphical display of IVRS menus saves callers time, and displays IVRS information more quickly and thoroughly than could be done with voice. Graphical display of IVRS menus also saves support costs since a caller may find desired information without interaction with support center personal.
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