Browse Prior Art Database

System and Method for Non-Sequential Access in telephony voice applications

IP.com Disclosure Number: IPCOM000238420D
Publication Date: 2014-Aug-26
Document File: 5 page(s) / 56K

Publishing Venue

The IP.com Prior Art Database

Abstract

A Voice Application maintains a map of all the components and their corresponding executables. • Caller needs to activate the non-sequential access mode by giving a speech or dtmf or commands in any other input mode such haptic etc. • When the non-sequential access module is activated, based on the callers current location, the application computes all logical components that the caller can directly transfer to. • The transfer from current part of the site to another part could either be stateless or stateful. • Where the caller can be transferred depends on his role, access control policies, user inputs required, application session etc. • If the target component requires user inputs or application session data, the control is transferred only if default inputs or values from a previous session of the user are available. Or else control is transferred to the previous logical step which is required to execute before we can execute the target component • For stateless transfer the control is directly transferred to the target component • A global grammar containing the commands for these components is constructed and activated • On getting the component name/command from the caller, the application now constructs a logical path from the current component to the target component • Once the path is constructed, user actions are simulated to now follow this path to the target.

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System and Method for Non-Sequential Access in telephony voice applications


Background


• Traditional Voice Application Systems

- Interactive Voice Response (IVR)

• New Cloud based Voice Application Systems


- Twilio


- Kookoo.in


- Voxeo

     - TellMe.Studio
• All of these platforms allow voice applications to be created.


- These voice applications are sequential in nature


- Can be navigated by speech or DTMF input


- It takes time to navigate and becomes monotonous to listen to same option repeatedly

Motivation

• Voice Applications or IVRs are typically sequential in nature
• Callers follow a series of Menus or commands to reach the desired portion of the

  application
• Navigating from one part of a Voice application to another typically involves back

  tracking the steps to a main menu and then follow another path down the application tree
• Direct connections between application components can be created to ease navigation

but these require replication of component.

• This leads to long delays in accessing the desired content.

• There is a need to enable non-sequential access to voice applications to enable more

seamless navigation from one part of the application to another. This reduces the cognitive load on the users and enables them to focus more on the application features

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than menu commands or remembering the application hierarchy.

Problem Definition


• A system and method to enable users to navigate to any part of a telephony voice application without having to remember and trace the application hierarchy

Solution


• A Voice Application maintains a map of all the components and their corresponding executables.


• Caller needs to activate the non-sequential access mode by giving a speech or dtmf or commands in any other input mode such haptic etc.


• When the non-sequential access module is activated, based on the callers current location, the application computes all logical components that the caller can directly transfer to.


• The transfer from current part of the site to another part could either be stateless or stateful.


• Where the caller can be transferred depends on his role, access control policies, user inputs required, application session etc.


• If the target component requires user inputs or application session data, the control is transferred only if default inputs or values from a previous session of the user are available. Or else control is transferred to the previous logical step which is required to execute before we can execute the target component

• For stateless transfer the control is directly transferred to the target component
• A global grammar containing the commands for these components is constructed and

  activated • On getting the component name/command from the caller, the application now constructs a logical path from the current component to the target component
• Once the path is constructed, user actions are simulated to now follow this path to th...