Patent ID: 8411828
Filing Date: 2013-04-02
Classification: H04M

Abstract:
1. A method for enhancing user experiences with Interactive Voice Response systems, the method comprising: receiving, at a computer system, call flow information establishing a call flow having a predetermined ordering of a series of intended steps and one or more alternative steps for selected intended steps in the series of intended steps, wherein users in the call flow advance from one intended step in the series of intended steps to another intended step in the series of intended steps based on any response other than one or more alternative valid responses for the one intended step that lead in the call flow to one or more alternative steps to the one intended step; determining, at the computer system, whether to allow a user to proceed from a first intended step in the series of intended steps to a second intended step in the series of intended steps; and based on a determination to allow the user to proceed from a first intended step in the series of intended steps to a second intended step in the series of intended steps, determining a first set of one or more messages for the second intended step based on the call flow information; communicating the first set of one or more messages to the user; and wherein the response other than one or more alternative valid responses causes the system to accept a default answer to the one intended step rather than to repeat the one intended step; and wherein the default answer corresponds to one of the one or more alternative valid responses.