A software app for a smartphone recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses remotely stored representations of information about the organization along with the IVR phone tree information for that organization. The app then presents a graphical representation of all or part of the retrieved information on a display. The user can then respond to the graphical representation by providing selective inputs that cause the synthesis all or part of the dialstring needed to navigate the phone tree to the desired destination. Once a dialing option has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and send a text message using the synthesized number.

Disclosed here is a method to determine a user intent when a user device initiates an interactive voice response (IVR) call with a wireless telecommunication network. A processor can detect the IVR call initiated with the network and determine whether the user device is a member of the network. Upon determining that the user device is a member of the network, the processor can obtain user history including interaction history between the user and the network. Based on the user history, the processor can predict the user intent when the user initiates the IVR call. The processor can detect whether user device is a 5G capable device. Upon the determining that the device is 5G capable and based on the predicted user intent, the processor can suggest to the user an application configured to execute on the user device and configured to address the predicted user intent.

This Application discloses the display of stored information when creating a electronic command for use with mobile smartphones and other computer-enabled telephones. A software app recognizes input from the user (such as the initial digits of a phone number) that identifies the organization to be called, and accesses stored representations of information along with corresponding IVR phone tree information and user display preferences. The app then presents a representation of all or part of the retrieved information on a display using the user's language preferences. The user can then respond to the representation by providing selective inputs that cause the synthesis all or part of the commands needed to navigate to the desired destination. Once a command sequence has been synthesized, the user may provide additional input that the system interprets as an instruction to open a phone call and invoke the assembled commands.

A system is described including a mobile device that receives a user request to initiate a phone call to an entity associated with an interactive-voice-response (IVR) interface of an IVR system. The system obtains information about a hierarchy of options associated with the interactive-voice-response system and causes a graphical user interface (GUI) for navigating the hierarchy of options associated with the interactive-voice-response system to be displayed at the mobile device. The system converts user inputs associated with the GUI to inputs recognized by the IVR system and the mobile device outputs, to the entity, the converted inputs and other information required by the entity to perform an operation based on the inputs. In response, the system updates the GUI based on additional information received from the IVR system.

A method, apparatus, and system for communications to support audio menu navigation and option selection via display device is described. To support audio menu navigation and option selection via display device, a communication connection between an automated voice menu system and a user device is established, one or more option selections corresponding to a menu of options are determined, a user interface including an arrangement of elements corresponding to the one or more option selections is generated at the user device, an input from a user is received via the user interface, and a response is transmitted from the user device to the automated voice menu system via the communication connection 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.

A system described herein may provide a technique for a multi-modal interaction experience with a User Equipment (“UE”) via multiple concurrent presentation modes. Such multiple modes may include a voice call with an interactive voice response (“IVR”) system, as well as the simultaneous presentation of information and/or selectable options at a UE associated engaged in the voice call with the IVR system. The information may be presented via a graphical user interface at the UE that is engaged in the call with the IVR system. In this manner, the UE may provide a multi-modal experience to a user, in which the user can simultaneously interact with the IVR system via the call, and can also receive or provide further interactions related to call via the GUI.

A communication session with a communication endpoint is established. The communication session is placed on hold. For example, the communication session is placed on hold by being sent to a contact center queue. In response to placing the communication session on hold, a message is sent to the communication endpoint that indicates the communication session has been placed on hold. In response to the message, the communication endpoint may initiate a second media stream, such as to play personal media while the communication session is on hold. The second media stream may be a local media file or a remote media file, such as an internet radio station. In response to determining that the communication session is taken off hold, a second message is sent to the communication endpoint to stop playing the personalized media. This process allows the user to play personalized media while being placed on hold.

Systems and methods are provided for initiating an Intelligent Virtual Assistant (IVA) for facilitating user interaction with an automated call handling system such as Interactive Voice Response (IVR) system. A computer-implemented method may obtain a command for initiating an IVA system during a call between a mobile device operated by a user and an automated call handling system. Next, the method may obtain a first natural language command from the mobile device, determine a first user action based on the first natural language command, and transmit the determined user action to the automated call handling system. Finally, the method may obtain a first audio response from the automated call handling system in response to the transmitted user action, and transmit the first audio response to the user upon determining that the first audio response includes information associated with the first user request.

Systems and methods are provided for initiating an Intelligent Virtual Assistant (IVA) for facilitating user interaction with the automated call handling system such as Interactive Voice Response (IVR) system. A computer-implemented method may obtain a command for initiating an IVA system during a call between a mobile device operated by a user and an automated call handling system. Next, the method may obtain a first natural language command from the mobile device, determine a first user action based on the first natural language command, and transmit the determined user action to the automated call handling system. Finally, the method may obtain a first audio response from the automated call handling system in response to the transmitted user action, and transmit the first audio response to the user upon determining that the first audio response includes information associated with the first user request.

A system and a method for providing in-call display is disclosed. A first interface wirelessly communicating to a second interface via a wireless communication channel. A call interface is configured to display said link upon clicking over said user interface. A media content interface is configured to display a plurality of options generated in real-time when said call is connected to said server interface. A first database consists of a plurality of modules for each service offered by said server interface, wherein each module from said first database comprises said plurality of options for said user interface to select. A second database is configured to receive said plurality of modules in real-time when said call is connected to said server interface, wherein said user interface is configured to select one or more of modules to according to a desired requirement of a user.