Patent Description:
A cloud platform (i.e., a computing platform for cloud computing) may be employed by many users to store, manage, and process data using a shared network of remote servers. Users may develop applications on the cloud platform to handle the storage, management, and processing of data. In some cases, the cloud platform may utilize a multi-tenant database system. Users may access the cloud platform using various user devices (e.g., desktop computers, laptops, smartphones, tablets, or other computing systems, etc.).

In one example, the cloud platform may support customer relationship management (CRM) solutions. This may include support for sales, service, marketing, community, analytics, applications, and the Internet of Things. A user may utilize the cloud platform to help manage contacts of the user. For example, managing contacts of the user may include analyzing data, storing and preparing communications, and tracking opportunities and sales.

The cloud platform may support communications between a user device and an automated voice menu system. For example, a user may communicate with an automated voice menu system via a user device to access a predetermined menu of options that are presented in a format that may be audibly understood by the user and that may be selected by an input from the user. However, a user may have to listen to an extensive list of options before an option the user is desiring is presented to the user via the automated voice menu system. Additionally, selection of an option by a user may cause an additional audio menu of options to be presented to the user that the user may have to listen to. Further, if a user desires to re-hear an option, they may have to listen to the entire list of options before hearing the one they desire again, which may limit efficient and effective interaction with an automated menu system by the user. <CIT> describes a method and system, wherein, when a user receives voice guidance in a call, he/she inputs an indication whether he/she wants to interact with the provider of the voice guidance via a conventional voice broadcast or through a visual menu. If interaction through a visual menu is chosen, a speech recognition unit caches the audio information of the call, identifies the information and converts this information into text. A further unit establishes a visual menu based on the recognized text, which is displayed on the screen of a user interface A user can click on a menu item to select this item and a sending module will transmit a corresponding command to the provider of the voice guidance. If a visual menu has been established, it may be stored in the user device together with a relationship to a number. When a user dials this number, the user can invoke the visual menu according to this relationship. <CIT> describes a method of interacting with an integrated voice response system (IVR system), which comprises establishing the structure of a voice menu by crawling the voice menu and mapping the voice menu to a graphical menu, which is stored and retrieved when a connection to the integrated voice response system is established. <CIT> describes a system that receives the text of a voice dialog from a Rich Communication System and establishes a graphical menu on the basis of the received text.

The cloud platform may support communications between a user device and an automated voice menu system. For example, a cloud platform may support establishing a communication connection between an automated voice menu system and a user device such that the user device may determine one or more option selections corresponding to a menu of options presented to the user device by the automated voice menu system, present the one or more determined option selections to a user, receive an input from the user that corresponds to one or more of the determined option selections, and transmit a response to the automated voice menu that corresponds to the input from the user.

The automated voice menu system may generate audio feedback indicating a menu of options in response to the communication connection being established between the automated voice menu system and the user device. Based on the audio feedback, the user device may determine the option selections and may generate a user interface including an arrangement of elements that are presented to the user for selection and that correspond to the determined option selections. The user device may then receive the user input selecting one or more of the elements via the user interface and may transmit a response to the automated voice menu system that is based at least in part on the received input from the user and that is responsive to the audio feedback generated by the automated voice menu system.

The described techniques include converting audio feedback including one or more option selections generated by the automated voice system into option selections that may be presented to a user via a user device in a visual format to facilitate rapid identification and selection of one or more of the option selections by the user. The option selections may be presented on the user interface of the user device via an application on the user device or via replacement of a dial pad on the user interface with an arrangement of elements that correspond to the one or more options selections. In some cases, the user device may transmit a capability message to the automated voice menu system to indicate that the user device has a capability to generate a user interface based on the option selections presented by the automated voice menu system to further facilitate efficient presentation of the option selections to the user.

In some cases, a user may select the one or more desired option selections using one or more of a touch input, a verbal input, a gesture or expression input, or any combination of these inputs. In other cases, an input from the user selecting one or more of the displayed elements may cause a second arrangement of elements to be displayed on the user interface soliciting additional input from the user. Additionally, the user device may determine a reception capability of the automated voice menu system and may transmit a response to the automated voice menu system based on the received input and the determined reception capability of the automated voice menu system.

Aspects of the disclosure are initially described in the context of an environment supporting an on-demand database service. Additional aspects are described with reference to systems that support audio menu navigation and option selection via a display device. Aspects of the disclosure are further illustrated by and described with reference to apparatus diagrams, system diagrams, and flowcharts that relate to audio menu navigation and option selection via display device.

<FIG> illustrates an example of a system <NUM> for cloud computing that supports audio menu navigation and option selection via display device in accordance with various aspects of the present disclosure. The system <NUM> includes cloud clients <NUM>, contacts <NUM>, cloud platform <NUM>, and data center <NUM>. Cloud platform <NUM> may be an example of a public or private cloud network. A cloud client <NUM> may access cloud platform <NUM> over network connection <NUM>. The network may implement transfer control protocol and internet protocol (TCP/IP), such as the Internet, or may implement other network protocols. A cloud client <NUM> may be an example of a user device, such as a server (e.g., cloud client <NUM>-a), a smartphone (e.g., cloud client <NUM>-b), or a laptop (e.g., cloud client <NUM>-c). In other examples, a cloud client <NUM> may be a desktop computer, a tablet, a sensor, or another computing device or system capable of generating, analyzing, transmitting, or receiving communications. In some examples, a cloud client <NUM> may be operated by a user that is part of a business, an enterprise, a non-profit, a startup, or any other organization type.

A cloud client <NUM> may interact with multiple contacts <NUM>. The interactions <NUM> may include communications, opportunities, purchases, sales, or any other interaction between a cloud client <NUM> and a contact <NUM>. Data may be associated with the interactions <NUM>. A cloud client <NUM> may access cloud platform <NUM> to store, manage, and process the data associated with the interactions <NUM>. In some cases, the cloud client <NUM> may have an associated security or permission level. A cloud client <NUM> may have access to certain applications, data, and database information within cloud platform <NUM> based on the associated security or permission level, and may not have access to others.

Contacts <NUM> may interact with the cloud client <NUM> in person or via phone, email, web, text messages, mail, or any other appropriate form of interaction (e.g., interactions <NUM>-a, <NUM>-b, <NUM>-c, and <NUM>-d). The interaction <NUM> may be a business-to-business (B2B) interaction or a business-to-consumer (B2C) interaction. A contact <NUM> may also be referred to as a customer, a potential customer, a lead, a client, or some other suitable terminology. In some cases, the contact <NUM> may be an example of a user device, such as a server (e.g., contact <NUM>-a), a laptop (e.g., contact <NUM>-b), a smartphone (e.g., contact <NUM>-c), or a sensor (e.g., contact <NUM>-d). In other cases, the contact <NUM> may be another computing system. In some cases, the contact <NUM> may be operated by a user or group of users. The user or group of users may be associated with a business, a manufacturer, or any other appropriate organization.

Cloud platform <NUM> may offer an on-demand database service to the cloud client <NUM>. In some cases, cloud platform <NUM> may be an example of a multi-tenant database system. In this case, cloud platform <NUM> may serve multiple cloud clients <NUM> with a single instance of software. However, other types of systems may be implemented, including-but not limited to-client-server systems, mobile device systems, and mobile network systems. In some cases, cloud platform <NUM> may support CRM solutions. This may include support for sales, service, marketing, community, analytics, applications, and the Internet of Things. Cloud platform <NUM> may receive data associated with contact interactions <NUM> from the cloud client <NUM> over network connection <NUM>, and may store and analyze the data. In some cases, cloud platform <NUM> may receive data directly from an interaction <NUM> between a contact <NUM> and the cloud client <NUM>. In some cases, the cloud client <NUM> may develop applications to run on cloud platform <NUM>. Cloud platform <NUM> may be implemented using remote servers. In some cases, the remote servers may be located at one or more data centers <NUM>.

Data center <NUM> may include multiple servers. The multiple servers may be used for data storage, management, and processing. Data center <NUM> may receive data from cloud platform <NUM> via connection <NUM>, or directly from the cloud client <NUM> or an interaction <NUM> between a contact <NUM> and the cloud client <NUM>. Data center <NUM> may utilize multiple redundancies for security purposes. In some cases, the data stored at data center <NUM> may be backed up by copies of the data at a different data center (not pictured).

Subsystem <NUM> may include cloud clients <NUM>, cloud platform <NUM>, and data center <NUM>. In some cases, data processing may occur at any of the components of subsystem <NUM>, or at a combination of these components. In some cases, servers may perform the data processing. The servers may be a cloud client <NUM> or located at data center <NUM>.

Techniques are described herein to support audio menu navigation and option selection via a display device. The techniques may provide for establishing a communication connection between an automated voice menu system and a user device such that the user device may determine one or more option selections corresponding to a menu of options presented to the user device by the automated voice menu system, present the one or more determined option selections to a user, receive an input from the user that corresponds to one or more of the determined option selections, and transmit a response to the automated voice menu that corresponds to the input from the user. Such techniques may facilitate efficient communication between an automated voice menu system and a user to facilitate the user correctly and rapidly reaching a desired contact or information source via the automated voice menu system without a need for an operator.

The system <NUM>, including the cloud platform <NUM>, may support audio menu navigation and option selection via a display device, such as one or more of the cloud clients <NUM>. For example, audio feedback generated by an automated voice menu system may be identified by at least a portion of the system <NUM>, and one or more option selections may be determined from a menu of options presented by the audio feedback. The system <NUM> may also generate, based at least in part on the one or more option selections that were determined, a user interface at some portion of the system <NUM> for a user to interact with an arrangement of elements on the user interface. The system <NUM> may additionally receive an input from the user selecting one or more of the elements corresponding to one or more option selections and may transmit a response to another portion of the system <NUM> that is based on the selection of the one or more elements by the user and that is responsive to the audio feedback presented by the automated voice menu system.

Audio menu navigation and option selection using a display device, such as a user device, may include a user contacting a business or an organization (e.g., a bank, the IRS, a utility company) in order to obtain information or to provide information (e.g., paying bills, providing meter readings, obtaining account balances). In some examples, the user may place a telephonic call to a business that may be using an automated voice menu system to direct a user's communications to appropriate departments or operators. In such an example, the automated voice menu system may provide audio feedback in response to the user establishing communications with the system via their user device, and the user device may determine the possible options from the audio feedback and may present the determined options to the user. In the example where the user desires to obtain their account balance, they may select an option displayed on their user device that corresponds to obtaining their account balance. Selection of this option on the display device may transmit a response that is responsive to the received audio feedback and that indicates to the automated voice menu system that the user would like to obtain their account balance. If the business has no further options, the user may be placed in communication with an operator or with some other entity that is able to provide the desired information. If there are additional options that the user must select to proceed, the additional options will be determined by the user device from additional audio feedback from the automated voice menu system and will be presented to the user on the user interface as additional elements corresponding to the additional options for selection. Accordingly, a user may arrive at a desired communication location within the business without the need to listen to one or more audio menus in order to select their desired option(s).

By implementing audio menu navigation and option selection via a display device, the user experience of contacting a business or organization in order to reach a specific department or obtain specific information may improve by more efficiently and effectively facilitating the user in arriving at the correct source of information within that business or organization while reducing the need for human operators and reducing the time a user may have to wait to select options to arrive at the desired source of information.

It should be appreciated by a person skilled in the art that one or more aspects of the disclosure may be implemented in a system <NUM> to additionally or alternatively solve other problems than those described above. Furthermore, aspects of the disclosure may provide technical improvements to "conventional" systems or processes as described herein. However, the description and appended drawings only include example technical improvements resulting from implementing aspects of the disclosure, and accordingly do not represent all of the technical improvements provided within the scope of the claims.

<FIG> illustrates an example of a system <NUM> that supports audio menu navigation and option selection via display device in accordance with aspects of the present disclosure. The system <NUM>, which may be an example of a system for communications, includes a data center <NUM>, an automated voice menu system <NUM>, a user device <NUM>, a data center connection <NUM> extending between the data center <NUM> and the automated voice menu system <NUM>, and a communication connection <NUM> extending between the automated voice menu system <NUM> and the user device <NUM>. The system <NUM> may implement aspects of the system <NUM> as described with reference to <FIG> to support audio menu navigation and option selection via a display device, such as the user device <NUM>, to facilitate efficiently interacting with an audio menu and navigating through any number of option selections or additional menus. For example, the automated voice menu system <NUM> may be an example of a single server, a server cluster, a database server, a cloud-based server, a virtual machine, a container, or any other device or system that supports communications.

The automated voice menu system <NUM> may be a central server that stores at least a portion of the data relevant to the system <NUM> (i.e., the audio menu in the form of audio feedback or files) and may exchange data with the user device <NUM> once a communication connection has been established between the automated voice menu system <NUM> and the user device <NUM>. Additionally, the user device <NUM> may be an example of a cloud client <NUM> or a contact <NUM>, and the data center <NUM> may implement aspects of one or more of the data center <NUM> or cloud platform <NUM> as described with reference to <FIG>, for example.

The data center <NUM> may store one or more voice menus for access by the automated voice menu system <NUM> via the data center connection <NUM>. In such cases, the automated voice menu system <NUM> may request one or more voice menus from the data center <NUM> in response to one or more of the communication connection <NUM> being established between the automated voice menu system <NUM> and the user device <NUM> or the automated voice menu system <NUM> receiving an input from the user device <NUM> via the communication connection <NUM>. In some cases, the automated voice menu system <NUM> may store the one or more voice menus, including any related data, for communication with the user device <NUM> via the communication connection <NUM>. Additionally, the user device <NUM> may present information related to the one or more voice menus generated by the automated voice menu system <NUM> on a user interface associated with the user device <NUM>. The user device <NUM> may additionally solicit input from the user regarding selection of one or more elements presented on the user interface, the one or more elements corresponding to one or more option selections generated by the user device and corresponding to options presented by the automated voice menu system in an audible format.

In some cases, the user device <NUM> may determine the one or more option selections corresponding to the menu of audio options by determining the option selections in real time from the audio feedback. In other cases, the user device <NUM> may determine the one or more option selections from a memory associated with the system <NUM>, the memory containing a stored record of the previously determined option selections. In such cases, the previously determined option selections may be have been determined by the user device <NUM> during a previous communication connection with the automated voice menu system <NUM>, or the previously determined option selections may have been determined and stored in the memory by an additional user device <NUM> not associated with the current user. Additionally, in some cases, the automated voice menu system <NUM> may determine that the user device <NUM> is capable of presenting a visual representation of the option selections to the user and may transmit a digital signal to the user device <NUM> such that the user device <NUM> may present the determined option selections to the user via the user device <NUM> substantially simultaneously with the communication connection <NUM> being established between the user device <NUM> and the automated voice menu system <NUM>.

<FIG> illustrates an example of a system <NUM> that supports audio menu navigation and option selection via display device in accordance with aspects of the present disclosure. The system <NUM>, which may be an example of a system for communications, includes a data center <NUM>, an automated voice menu system <NUM>, a user device <NUM>, a data center connection <NUM> extending between the data center <NUM> and the automated voice menu system <NUM>, and a communication connection <NUM> extending between the automated voice menu system <NUM> and the user device <NUM>. The system <NUM> may implement aspects of systems <NUM> or <NUM> as described with reference to <FIG> and <FIG> to support audio menu navigation and option selection via a display device, such as the user device <NUM>, to facilitate efficiently interacting with an audio menu and navigating through any number of option selections or additional menus. For example, the automated voice menu system <NUM> may be an example of a single server, a server cluster, a database server, a cloud-based server, a virtual machine, a container, or any other device or system that supports communications.

The data center <NUM> may store one or more voice menus for access by the automated voice menu system <NUM> via the data center connection <NUM>. In such cases, the automated voice menu system <NUM> may request one or more voice menus from the data center <NUM> in response to one or more of the communication connection <NUM> being established between the automated voice menu system <NUM> and the user device <NUM> or the automated voice menu system <NUM> receiving an input from the user device <NUM> via the communication connection <NUM>. In some cases, the automated voice menu system <NUM> may store the one or more voice menus, including any related data, for communication with the user device <NUM> via the communication connection <NUM>.

The user device <NUM> may present information related to the one or more voice menus generated by the automated voice menu system <NUM> on a user interface <NUM> associated with the user device <NUM>. The user interface <NUM> may be generated by the user device <NUM> based at least in part on one or more option selections that are determined by the user device <NUM> and that correspond to the menu of options presented by the automated voice menu system <NUM>. The user device <NUM> may additionally solicit input from the user regarding selection of one or more elements <NUM> presented on the user interface <NUM> as part of an arrangement of elements <NUM>, the one or more elements <NUM> corresponding to one or more option selections generated by the user device <NUM> that correspond to options presented by the automated voice menu system <NUM> in an audible format as part of one or more of the voice menus.

The user interface <NUM> may support audio menu navigation and option selection as described herein. In some cases, the user interface <NUM> may provide a single view to the user that represents and corresponds to the current voice menu being presented to the user by the automated voice menu system <NUM> for selection by the user. The user interface <NUM> includes an arrangement of elements <NUM> including elements <NUM>-a, <NUM>-b, <NUM>-c, <NUM>-d, <NUM>-e, <NUM>-f, <NUM>-g, <NUM>-h, <NUM>-i, and <NUM>-j. In this example, each of the elements <NUM> corresponds to an option selection determined from a first voice menu by the user device <NUM>. In some cases, the user interface <NUM> may be a user interface of an application at the user device <NUM>. In such cases, establishing the communication connection <NUM> with the automated voice menu system <NUM> may cause the application to open on the user interface <NUM> of the user device <NUM> such that the user may review the elements <NUM> and provide an input to select one or more of the elements <NUM>.

One or more of the elements <NUM>-a, <NUM>-b, <NUM>-c, <NUM>-d, <NUM>-e, <NUM>-f, <NUM>-g, <NUM>-h, <NUM>-i, and <NUM>-j may be selected by the user by an input from the user to the user device <NUM> via the user interface <NUM>. The user may provide the input to the user interface <NUM> selecting one or more of the elements <NUM> via a touch input, a voice input, an expression input, a gesture input, or a combination thereof. In such cases where a user has provided a non-touch input, the user device <NUM> may convert the non-touch input into a corresponding equivalent touch input selecting one or more of the elements <NUM>. In other cases, the user device <NUM> may convert a non-verbal input from the user into a corresponding verbal input that corresponds to an equivalent verbal input from the user. Additionally, the user device <NUM> may transmit, based on a reception capability of the automated voice menu system <NUM>, one or both of a verbal response from the user or a non-verbal response from the user that corresponds to one or more of the received touch input, expression input, gesture input, or a combination thereof.

Based on the received response from the user device <NUM> via the communication connection <NUM>, the automated voice menu system <NUM> may perform an action corresponding to the input from the user contained within the response. In some cases, based on the received response, the automated voice menu system <NUM> may connect the user of the user device <NUM> with an operator or a technician associated with the option selection selected by the user's input selecting one or more of the elements <NUM>. In other cases, based on the received response, the automated voice menu system <NUM> may progress to a second audio menu and provide audio feedback indicating a second menu of options. In such cases, the user device <NUM> may determine one or more option selections based on the second menu of options and may present the determined one or more option selections to the user in the form of additional elements <NUM> via the user interface <NUM>.

<FIG> illustrates an example of a system <NUM> that supports audio menu navigation and option selection via display device in accordance with aspects of the present disclosure. The system <NUM>, which may be an example of a system for communications, includes a data center <NUM>, an automated voice menu system <NUM>, a user device <NUM>, a data center connection <NUM> extending between the data center <NUM> and the automated voice menu system <NUM>, and a communication connection <NUM> extending between the automated voice menu system <NUM> and the user device <NUM>. The system <NUM> may implement aspects of systems <NUM>, <NUM>, or <NUM> as described with reference to <FIG> to support audio menu navigation and option selection via a display device, such as the user device <NUM>, to facilitate efficiently interacting with an audio menu and navigating through any number of option selections or additional menus. For example, the automated voice menu system <NUM> may be an example of a single server, a server cluster, a database server, a cloud-based server, a virtual machine, a container, or any other device or system that supports communications.

The user device <NUM> may present information related to the one or more voice menus generated by the automated voice menu system <NUM> on a user interface <NUM> associated with the user device <NUM>. The user interface <NUM> may be generated by the user device <NUM> based at least in part on one or more option selections that are determined by the user device <NUM> and that correspond to the menu of options presented by the automated voice menu system <NUM>. The user device <NUM> may additionally solicit input from the user regarding selection of one or more elements <NUM> presented on the user interface <NUM>, the one or more elements <NUM> corresponding to one or more option selections generated by the user device <NUM> that correspond to options presented by the automated voice menu system <NUM> in an audible format as part of one or more of the voice menus.

The user interface <NUM> may support audio menu navigation and option selection as described herein. In some cases, the user interface <NUM> may provide a single view to the user that represents and corresponds to the current voice menu being presented to the user by the automated voice menu system <NUM> for selection by the user. The user interface <NUM> includes second arrangement of elements <NUM> including elements <NUM>-a, <NUM>-b, <NUM>-c, <NUM>-d, <NUM>-e, and <NUM>-f. In this example, each of the elements <NUM> corresponds to an option selection determined from a second voice menu by the user device <NUM>. For example, the second arrangement of elements <NUM> presented on the user interface <NUM> may be the result of the user having selected one or more elements, such as the elements <NUM> of the arrangement of elements <NUM> described herein with reference to <FIG>, prior to the user device <NUM> generating the second arrangement of elements <NUM>. In some cases, the user interface <NUM> may be a user interface of an application at the user device <NUM>. In such cases, establishing the communication connection with the automated voice menu system <NUM> may cause the application to open on the user interface <NUM> of the user device <NUM> such that the user may review the elements <NUM> and provide an input to select one or more of the elements <NUM>.

One or more of the elements <NUM>-a, <NUM>-b, <NUM>-c, <NUM>-d, <NUM>-e, and <NUM>-f may be selected by the user by an input from the user to the user device <NUM> via the user interface <NUM>. The user may provide the input to the user interface <NUM> selecting one or more of the elements <NUM> via a touch input, a voice input, an expression input, a gesture input, or a combination thereof. In such cases where a user has provided a non-touch input, the user device <NUM> may convert the non-touch input into a corresponding equivalent touch input selecting one or more of the elements <NUM>. In other cases, the user device <NUM> may convert a non-verbal input from the user into a corresponding equivalent verbal input from the user. Additionally, the user device <NUM> may transmit, based on a reception capability of the automated voice menu system <NUM>, one or both of a verbal response from the user or a non-verbal response from the user that corresponds to one or more of the received touch input, expression input, gesture input, or a combination thereof.

Based on the received response from the user device <NUM> via the communication connection <NUM>, the automated voice menu system <NUM> may perform an action corresponding to the input from the user contained within the response. In some cases, based on the received response, the automated voice menu system <NUM> may connect the user of the user device <NUM> with an operator or a technician associated with the option selection selected by the user's input selecting one or more of the elements <NUM>. In other cases, based on the received response, the automated voice menu system <NUM> may progress to an additional audio menu, such as a third or fourth audio menu, and provide audio feedback indicating an additional menu of options. In such cases, the user device <NUM> may determine one or more option selections based on the additional menu of options and may present the determined one or more option selections to the user in the form of additional elements <NUM> via the user interface <NUM>.

<FIG> illustrates an example of a system <NUM> that supports audio menu navigation and option selection via display device in accordance with aspects of the present disclosure. The system <NUM>, which may be an example of a system for communications, includes a data center <NUM>, an automated voice menu system <NUM>, a user device <NUM>, a data center connection <NUM> extending between the data center <NUM> and the automated voice menu system <NUM>, and a communication connection <NUM> extending between the automated voice menu system <NUM> and the user device <NUM>. The system <NUM> may implement aspects of systems <NUM>, <NUM>, <NUM>, or <NUM> as described with reference to <FIG> to support audio menu navigation and option selection via a display device, such as the user device <NUM>, to facilitate efficiently interacting with an audio menu and navigating through any number of option selections or additional menus. For example, the automated voice menu system <NUM> may be an example of a single server, a server cluster, a database server, a cloud-based server, a virtual machine, a container, or any other device or system that supports communications.

The user interface <NUM> may support audio menu navigation and option selection as described herein. In some cases, the user interface <NUM> may provide a single view to the user that represents and corresponds to the current voice menu being presented to the user by the automated voice menu system <NUM> for selection by the user. The user interface <NUM> includes the arrangement of elements <NUM> including elements <NUM>-a, <NUM>-b, <NUM>-c, <NUM>-d, <NUM>-e, <NUM>-f, <NUM>-g, <NUM>-g, <NUM>-h, <NUM>-i, <NUM>-j, <NUM>-k, and <NUM>-l. In this example, each of the elements <NUM> corresponds to an option selection determined from a voice menu by the user device <NUM>. Additionally, each of the elements <NUM> has been generated at the user interface <NUM> to replace a number or a symbol of a standard twelve element dial pad that was interacted with by the user to cause the user device <NUM> to establish the communication connection <NUM> between the user device <NUM> and the automated voice menu system <NUM>.

For example, a user may input (i.e., dial) a number associated with the voice menu system at the user interface <NUM> via a dial pad present at the user interface <NUM>, causing the user device <NUM> to initiate and establish the communication connection <NUM> between the user device <NUM> and the automated voice menu system <NUM>. Upon establishing the communication connection, and after the user device <NUM> has determined the option selections from the audio feedback generated by the automated voice menu system <NUM>, one or more of the elements that were present on the user interface <NUM> may be replaced by one or more of the elements <NUM>. In some cases, the user interface <NUM> may be a user interface of an application at the user device <NUM>. In such cases, establishing the communication connection with the automated voice menu system <NUM> may cause the application to open on the user interface <NUM> of the user device <NUM> in a visual representation of the elements formerly displaying numbers or symbols as part of a dial pad of the user device <NUM> such that the user may review the elements <NUM> and provide an input to select one or more of the elements <NUM>.

One or more of the elements <NUM>-a, <NUM>-b, <NUM>-c, <NUM>-d, <NUM>-e, <NUM>-f, <NUM>-g, <NUM>-g, <NUM>-h, <NUM>-i, <NUM>-j, <NUM>-k, and <NUM>-l may be selected by the user by an input from the user to the user device <NUM> via the user interface <NUM>. The user may provide the input to the user interface <NUM> selecting one or more of the elements <NUM> via a touch input, a voice input, an expression input, a gesture input, or a combination thereof. In such cases where a user has provided a non-touch input, the user device <NUM> may convert the non-touch input into a corresponding equivalent touch input selecting one or more of the elements <NUM>. In other cases, the user device <NUM> may convert a non-verbal input from the user into a corresponding equivalent verbal input from the user. Additionally, the user device <NUM> may transmit, based on a reception capability of the automated voice menu system <NUM>, one or both of a verbal response from the user or a non-verbal response from the user that corresponds to one or more of the received touch input, expression input, gesture input, or a combination thereof.

Based on the received response from the user device <NUM> via the communication connection <NUM>, the automated voice menu system <NUM> may perform an action corresponding to the input from the user contained within the response. In some cases, based on the received response, the automated voice menu system <NUM> may connect the user of the user device <NUM> with an operator or a technician associated with the option selection selected by the user's input selecting one or more of the elements <NUM>. In other cases, based on the received response, the automated voice menu system <NUM> may progress to an additional audio menu, such as a third or fourth audio menu, and provide audio feedback indicating an additional menu of options. In such cases, the user device <NUM> may determine one or more option selections based on the additional menu of options and may present the determined one or more option selections to the user in the form of additional elements <NUM> arranged to imitate the dial pad of the user device <NUM> via the user interface <NUM>.

<FIG> illustrates an example of a system <NUM> that supports audio menu navigation and option selection via display device in accordance with aspects of the present disclosure. The process flow <NUM> includes an automated voice menu system <NUM> and a user device <NUM>. These may be examples of the corresponding devices described with reference to <FIG>. Alternative examples of the following may be implemented, where some steps are performed in a different order than described, or not performed at all. In some cases, steps may include additional features not mentioned below, or further steps may be added.

At <NUM>, a communication connection may be established between the automated voice menu system <NUM> and the user device <NUM>. Establishment of the communication connection between the automated voice menu system <NUM> and the user device <NUM> may be initiated by the user device <NUM>. In some cases, the communication connection between the automated voice menu system <NUM> and the user device <NUM> may be initiated by the automated voice menu system <NUM> or some other component of the process flow <NUM>.

At <NUM>, the automated voice menu system <NUM> may transmit audio feedback to the user device <NUM> in response to the communication connection being established between the automated voice menu system <NUM> and the user device <NUM>. The audio feedback generated by the automated voice menu system <NUM> may indicate a menu of options in response to the communication connection being established between the automated voice menu system <NUM> and the user device <NUM>.

At <NUM>, the user device <NUM> may determine one or more option selections corresponding to the menu of options. The user device <NUM> may determine the one or more option selections corresponding to the menu of options by analyzing the received audio feedback from the automated voice menu system <NUM>. In some cases, the audio feedback received from the user device may include audio signals corresponding to the determined one or more option selections.

At <NUM>, the user device <NUM> may generate a user interface at the user device <NUM>. The user interface may be generated based at least in part on the determined one or more option selections. The user interface may include an arrangement of elements corresponding to one or more of the determined one or more option selections. In some cases, the user device <NUM> may generate the user interface by replacing one or more numbers of a keypad display presented on the user interface with corresponding elements of the arrangement of elements. In some cases, generating the user interface at the user device <NUM> may include opening an application for display on the user device <NUM>.

At <NUM>, an input from a user may be received by the user device <NUM> via the user interface. The received input may select one or more of the elements corresponding to a subset of the determined one or more option selections.

In some cases, the input received from the user at the user device <NUM> may cause the user interface to display a second arrangement of elements that correspond to an additional one or more determined one or more option selections. In some cases, the input received from the user at the user device <NUM> may include one of a voice input, an expression input, or a combination thereof.

At <NUM>, the user device <NUM> may transmit a response, via the communication connection, to the automated voice menu system <NUM>. The response may be based at least in part on the received input from the user, wherein the response is responsive to the audio feedback and indicates a selection of the subset of the determined one or more option selections.

In some cases, the user device <NUM> may transmit a capability message to the automated voice menu system. The capability message may indicate a capability to generate the user interface at the user device <NUM> the includes the arrangement of elements that correspond to the determined one or more option selections. In some cases, the user device <NUM> may transmit the response to the automated voice menu system <NUM> based on the reception capability of the automated voice menu system <NUM>. In such cases, the user device <NUM> may transmit one or both of a verbal response from the user or a non-verbal response corresponding to the one of the touch input, the expression input, or a combination thereof. Further, in such cases, the user device <NUM> may convert the verbal response from the user into a non-verbal response that corresponds to the verbal response received from the user.

In some cases, the determined one or more option selections corresponding to the menu of options associated with the automated voice menu system may be stored by one or more components of the process flow <NUM>. In some cases, the user device <NUM> may store the one or more option selections. In other cases, the automated voice menu system <NUM> may store the one or more option selections for use when contacted by the user device <NUM> an additional time. In some cases, the stored determined one or more option selections associated with the automated voice menu system <NUM> may be shared with one or more additional user devices <NUM>.

<FIG> shows a block diagram <NUM> of an apparatus <NUM> that supports audio menu navigation and option selection via display device in accordance with aspects of the present disclosure. The apparatus <NUM> may include an input module <NUM>, a communications manager <NUM>, and an output module <NUM>. The apparatus <NUM> may also include a processor. Each of these components may be in communication with one another (e.g., via one or more buses). In some cases, the apparatus <NUM> may be an example of a user terminal, a database server, or a system containing multiple computing devices.

The input module <NUM> may manage input signals for the apparatus <NUM>. For example, the input module <NUM> may identify input signals based on an interaction with a modem, a keyboard, a mouse, a touchscreen, or a similar device. These input signals may be associated with user input or processing at other components or devices. In some cases, the input module <NUM> may utilize an operating system such as iOS®, ANDROID®, MS-DOS®, MS-WINDOWS®, OS/<NUM>®, UNIX®, LINUX®, or another known operating system to handle input signals. The input module <NUM> may send aspects of these input signals to other components of the apparatus <NUM> for processing. For example, the input module <NUM> may transmit input signals to the communications manager <NUM> to support AUDIO MENU NAVIGATION AND OPTION SELECTION VIA DISPLAY DEVICE. In some cases, the input module <NUM> may be a component of an input/output (I/O) controller <NUM> as described with reference to <FIG>.

The communications manager <NUM> may include a communication connection establisher <NUM>, an option selection component <NUM>, an user interface generator <NUM>, an input component <NUM>, and a response transmission component <NUM>. The communications manager <NUM> may be an example of aspects of the communications manager <NUM> or <NUM> described with reference to <FIG> and <FIG>.

The communications manager <NUM> and/or at least some of its various sub-components may be implemented in hardware, software executed by a processor, firmware, or any combination thereof. If implemented in software executed by a processor, the functions of the communications manager <NUM> and/or at least some of its various sub-components may be executed by a general-purpose processor, a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA) or other programmable logic device, discrete gate or transistor logic, discrete hardware components, or any combination thereof designed to perform the functions described in the present disclosure. The communications manager <NUM> and/or at least some of its various sub-components may be physically located at various positions, including being distributed such that portions of functions are implemented at different physical locations by one or more physical devices. In some examples, the communications manager <NUM> and/or at least some of its various sub-components may be a separate and distinct component in accordance with various aspects of the present disclosure. In other examples, the communications manager <NUM> and/or at least some of its various sub-components may be combined with one or more other hardware components, including but not limited to an I/O component, a transceiver, a network server, another computing device, one or more other components described in the present disclosure, or a combination thereof in accordance with various aspects of the present disclosure.

The communication connection establisher <NUM> may establish a communication connection between an automated voice menu system and a user device, where the automated voice menu system is configured to generate audio feedback indicating a menu of options in response to the communication connection being established between the automated voice menu system and the user device.

The option selection component <NUM> may determine one or more option selections corresponding to the menu of options.

The user interface generator <NUM> may generate, based on the determined one or more option selections, a user interface at the user device, where the user interface includes an arrangement of elements corresponding to one or more of the determined one or more option selections.

The input component <NUM> may receive an input from a user via the user interface, the input selecting one or more of the elements corresponding to a subset of the determined one or more option selections.

The response transmission component <NUM> may transmit a response, via the communication connection, from the user device to the automated voice menu system based on the received input from the user, where the response is responsive to the audio feedback and indicates a selection of the subset of the determined one or more option selections.

The output module <NUM> may manage output signals for the apparatus <NUM>. For example, the output module <NUM> may receive signals from other components of the apparatus <NUM>, such as the communications manager <NUM>, and may transmit these signals to other components or devices. In some specific examples, the output module <NUM> may transmit output signals for display in a user interface, for storage in a database or data store, for further processing at a server or server cluster, or for any other processes at any number of devices or systems. In some cases, the output module <NUM> may be a component of an I/O controller <NUM> as described with reference to <FIG>.

<FIG> shows a block diagram <NUM> of a communications manager <NUM> that supports audio menu navigation and option selection via display device in accordance with aspects of the present disclosure. The communications manager <NUM> may be an example of aspects of a communications manager <NUM> or a communications manager <NUM> described herein. The communications manager <NUM> may include a communication connection establisher <NUM>, an option selection component <NUM>, an user interface generator <NUM>, an input component <NUM>, a response transmission component <NUM>, a capability transmission component <NUM>, and a storing component <NUM>. Each of these modules may communicate, directly or indirectly, with one another (e.g., via one or more buses).

In some examples, the user interface generator <NUM> may replace one or more numbers of a keypad display with corresponding elements of the arrangement of elements.

In some examples, the user interface generator <NUM> may open an application for display on the user device.

In some examples, the input component <NUM> may receive the input from the user via the user interface causes the user interface to display a second arrangement of elements corresponding to an additional one or more determined one or more option selections.

In some examples, receiving the input from the user includes receiving one of a touch input, a voice input, an expression input, or a combination thereof.

The capability transmission component <NUM> may transmit, to the automated voice menu system, a capability message indicating a capability to generate the user interface at the user device including the arrangement of elements corresponding to the determined one or more option selections.

The storing component <NUM> may store the determined one or more option selections corresponding to the menu of options associated with the automated voice menu system.

<FIG> shows a diagram of a system <NUM> including a device <NUM> that supports audio menu navigation and option selection via display device in accordance with aspects of the present disclosure. The device <NUM> may be an example of or include the components of a user device or an apparatus <NUM> as described herein. The device <NUM> may include components for bi-directional data communications including components for transmitting and receiving communications, including a communications manager <NUM>, an I/O controller <NUM>, a database controller <NUM>, memory <NUM>, a processor <NUM>, and a database <NUM>. These components may be in electronic communication via one or more buses (e.g., bus <NUM>).

The communications manager <NUM> may be an example of a communications manager <NUM> or <NUM> as described herein. For example, the communications manager <NUM> may perform any of the methods or processes described above with reference to <FIG> and <FIG>. In some cases, the communications manager <NUM> may be implemented in hardware, software executed by a processor, firmware, or any combination thereof.

The I/O controller <NUM> may manage input signals <NUM> and output signals <NUM> for the device <NUM>.

The database controller <NUM> may manage data storage and processing in a database <NUM>. In some cases, a user may interact with the database controller <NUM>. In other cases, the database controller <NUM> may operate automatically without user interaction. The database <NUM> may be an example of a single database, a distributed database, multiple distributed databases, a data store, a data lake, or an emergency backup database.

Memory <NUM> may include random-access memory (RAM) and read-only memory (ROM). The memory <NUM> may store computer-readable, computer-executable software including instructions that, when executed, cause the processor to perform various functions described herein.

The processor <NUM> may include an intelligent hardware device, (e.g., a general-purpose processor, a DSP, a central processing unit (CPU), a microcontroller, an ASIC, an FPGA, a programmable logic device, a discrete gate or transistor logic component, a discrete hardware component, or any combination thereof). In some cases, the processor <NUM> may be configured to operate a memory array using a memory controller. In other cases, a memory controller may be integrated into the processor <NUM>. The processor <NUM> may be configured to execute computer-readable instructions stored in a memory <NUM> to perform various functions (e.g., functions or tasks supporting audio menu navigation and option selection via display device).

<FIG> shows a flowchart illustrating a method <NUM> that supports audio menu navigation and option selection via display device in accordance with aspects of the present disclosure. The operations of method <NUM> may be implemented by a user device or its components as described herein. For example, the operations of method <NUM> may be performed by a communications manager as described with reference to <FIG>. In some examples, a user device may execute a set of instructions to control the functional elements of the user device to perform the functions described below. Additionally or alternatively, a user device may perform aspects of the functions described below using special-purpose hardware.

At <NUM>, the user device may establish a communication connection between an automated voice menu system and a user device, where the automated voice menu system is configured to generate audio feedback indicating a menu of options in response to the communication connection being established between the automated voice menu system and the user device. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by a communication connection establisher as described with reference to <FIG>.

At <NUM>, the user device may determine one or more option selections corresponding to the menu of options. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by an option selection component as described with reference to <FIG>.

At <NUM>, the user device may generate, based on the determined one or more option selections, a user interface at the user device, where the user interface includes an arrangement of elements corresponding to one or more of the determined one or more option selections. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by an user interface generator as described with reference to <FIG>.

At <NUM>, the user device may receive an input from a user via the user interface, the input selecting one or more of the elements corresponding to a subset of the determined one or more option selections. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by an input component as described with reference to <FIG>.

At <NUM>, the user device may transmit a response, via the communication connection, from the user device to the automated voice menu system based on the received input from the user, where the response is responsive to the audio feedback and indicates a selection of the subset of the determined one or more option selections. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by a response transmission component as described with reference to <FIG>.

At <NUM>, the user device may transmit, to the automated voice menu system, a capability message indicating a capability to generate the user interface at the user device including the arrangement of elements corresponding to the determined one or more option selections. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by a capability transmission component as described with reference to <FIG>.

At <NUM>, the user device may receive the input from the user via the user interface causes the user interface to display a second arrangement of elements corresponding to an additional one or more determined one or more option selections. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by an input component as described with reference to <FIG>.

At <NUM>, the user device may receive the input from the user includes receiving one of a touch input, a voice input, an expression input, or a combination thereof. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by an input component as described with reference to <FIG>.

At <NUM>, the user device may replace one or more numbers of a keypad display with corresponding elements of the arrangement of elements. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by an user interface generator as described with reference to <FIG>.

At <NUM>, the user device may store the determined one or more option selections corresponding to the menu of options associated with the automated voice menu system. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by a storing component as described with reference to <FIG>.

At <NUM>, the user device may open an application for display on the user device. The operations of <NUM> may be performed according to the methods described herein. In some examples, aspects of the operations of <NUM> may be performed by an user interface generator as described with reference to <FIG>.

A method of communications is described. The method may include establishing a communication connection between an automated voice menu system and a user device, where the automated voice menu system is configured to generate audio feedback indicating a menu of options in response to the communication connection being established between the automated voice menu system and the user device, determining one or more option selections corresponding to the menu of options, generating, based on the determined one or more option selections, a user interface at the user device, where the user interface includes an arrangement of elements corresponding to one or more of the determined one or more option selections, receiving an input from a user via the user interface, the input selecting one or more of the elements corresponding to a subset of the determined one or more option selections, and transmitting a response, via the communication connection, from the user device to the automated voice menu system based on the received input from the user, where the response is responsive to the audio feedback and indicates a selection of the subset of the determined one or more option selections.

An apparatus for communications is described. The apparatus may include a processor, memory coupled with the processor, and instructions stored in the memory. The instructions may be executable by the processor to cause the apparatus to establish a communication connection between an automated voice menu system and a user device, where the automated voice menu system is configured to generate audio feedback indicating a menu of options in response to the communication connection being established between the automated voice menu system and the user device, determine one or more option selections corresponding to the menu of options, generate, based on the determined one or more option selections, a user interface at the user device, where the user interface includes an arrangement of elements corresponding to one or more of the determined one or more option selections, receive an input from a user via the user interface, the input selecting one or more of the elements corresponding to a subset of the determined one or more option selections, and transmit a response, via the communication connection, from the user device to the automated voice menu system based on the received input from the user, where the response is responsive to the audio feedback and indicates a selection of the subset of the determined one or more option selections.

Another apparatus for communications is described. The apparatus may include means for establishing a communication connection between an automated voice menu system and a user device, where the automated voice menu system is configured to generate audio feedback indicating a menu of options in response to the communication connection being established between the automated voice menu system and the user device, determining one or more option selections corresponding to the menu of options, generating, based on the determined one or more option selections, a user interface at the user device, where the user interface includes an arrangement of elements corresponding to one or more of the determined one or more option selections, receiving an input from a user via the user interface, the input selecting one or more of the elements corresponding to a subset of the determined one or more option selections, and transmitting a response, via the communication connection, from the user device to the automated voice menu system based on the received input from the user, where the response is responsive to the audio feedback and indicates a selection of the subset of the determined one or more option selections.

A non-transitory computer-readable medium storing code for communications is described. The code may include instructions executable by a processor to establish a communication connection between an automated voice menu system and a user device, where the automated voice menu system is configured to generate audio feedback indicating a menu of options in response to the communication connection being established between the automated voice menu system and the user device, determine one or more option selections corresponding to the menu of options, generate, based on the determined one or more option selections, a user interface at the user device, where the user interface includes an arrangement of elements corresponding to one or more of the determined one or more option selections, receive an input from a user via the user interface, the input selecting one or more of the elements corresponding to a subset of the determined one or more option selections, and transmit a response, via the communication connection, from the user device to the automated voice menu system based on the received input from the user, where the response is responsive to the audio feedback and indicates a selection of the subset of the determined one or more option selections.

Some examples of the method, apparatuses, and non-transitory computer-readable medium described herein may further include operations, features, means, or instructions for transmitting, to the automated voice menu system, a capability message indicating a capability to generate the user interface at the user device including the arrangement of elements corresponding to the determined one or more option selections.

Some examples of the method, apparatuses, and non-transitory computer-readable medium described herein may further include operations, features, means, or instructions for receiving the input from the user via the user interface causes the user interface to display a second arrangement of elements corresponding to an additional one or more determined one or more option selections.

In some examples of the method, apparatuses, and non-transitory computer-readable medium described herein, receiving the input from the user may include operations, features, means, or instructions for receiving one of a touch input, a voice input, an expression input, or a combination thereof.

In some examples of the method, apparatuses, and non-transitory computer-readable medium described herein, transmitting a response from the user device to the automated voice menu system further may include operations, features, means, or instructions for transmitting, based on a reception capability of the automated voice menu system, one or both of a verbal response from the user or a non-verbal response corresponding to the one of the touch input, the expression input, or a combination thereof.

Some examples of the method, apparatuses, and non-transitory computer-readable medium described herein may further include operations, features, means, or instructions for converting the verbal response from the user into a non-verbal response corresponding to the verbal response from the user.

In some examples of the method, apparatuses, and non-transitory computer-readable medium described herein, generating the user interface at the user device including the arrangement of elements further may include operations, features, means, or instructions for replacing one or more numbers of a keypad display with corresponding elements of the arrangement of elements.

Some examples of the method, apparatuses, and non-transitory computer-readable medium described herein may further include operations, features, means, or instructions for storing the determined one or more option selections corresponding to the menu of options associated with the automated voice menu system.

Some examples of the method, apparatuses, and non-transitory computer-readable medium described herein may further include operations, features, means, or instructions for sharing, with one or more additional user devices, the stored determined one or more option selections associated with the automated voice menu system.

In some examples of the method, apparatuses, and non-transitory computer-readable medium described herein, generating the user interface at the user device including the arrangement of elements further may include operations, features, means, or instructions for opening an application for display on the user device.

A processor may also be implemented as a combination of computing devices.

(e.g., a combination of a DSP and a microprocessor, multiple microprocessors, one or more microprocessors in conjunction with a DSP core, or any other such configuration).

By way of example, and not limitation, non-transitory computer-readable media can comprise RAM, ROM, electrically erasable programmable read only memory (EEPROM), compact disk (CD) ROM or other optical disk storage, magnetic disk storage or other magnetic storage devices, or any other non-transitory medium that can be used to carry or store desired program code means in the form of instructions or data structures and that can be accessed by a general-purpose or special-purpose computer, or a general-purpose or special-purpose processor.

Claim 1:
A method (<NUM>) for communications, comprising:
establishing a communication connection (<NUM>, <NUM>) between an automated voice menu system (<NUM>, <NUM>) and a user device (<NUM>, <NUM>), wherein the automated voice menu system (<NUM>, <NUM>) is configured to generate audio feedback indicating a menu of options in response to the communication connection (<NUM>, <NUM>) being established between the automated voice menu system (<NUM>, <NUM>) and the user device (<NUM>, <NUM>);
determining one or more option selections corresponding to the menu of options;
generating, based at least in part on the determined one or more option selections, a user interface (<NUM>, <NUM>) at the user device (<NUM>, <NUM>), wherein the user interface (<NUM>, <NUM>) includes an arrangement of elements (340a-i) corresponding to one or more of the determined one or more option selections;
receiving an input from a user via the user interface (<NUM>, <NUM>), the input selecting one or more of the elements (340a-i) corresponding to a subset of the determined one or more option selections;
transmitting a response, via the communication connection (<NUM>, <NUM>), from the user device (<NUM>, <NUM>) to the automated voice menu system (<NUM>, <NUM>) based at least in part on the received input from the user, wherein the response is responsive to the audio feedback and indicates a selection of the subset of the determined one or more option selections;
storing the determined one or more option selections corresponding to the menu of options associated with the automated voice menu system (<NUM>, <NUM>); characterized by
sharing, with one or more additional user devices (<NUM>, <NUM>), the stored determined one or more option selections associated with the automated voice menu system (<NUM>, <NUM>).