A bridging for using a non-voice-based user interface, such as a text chat interface, with a voice-enabled interactive voice response system which, during a non-voice-based communication session with a client user device, receives from the client user device, a non-voice entry entered by a client user into the communication session; identifies one or more elements in the non-voice entry constrained by one or more allowed responses by the voice-enabled interactive voice response system; maps the one or more elements to one or more of the allowed responses; and passes the mapped one or more identified elements to a voice-enabled interactive voice response system as a input via emulation of a voice recognition analysis response.

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.

Embodiments of the invention provide a communication system including a processor; and a memory coupled to the processor. The memory may include a communication module with an Interactive Voice Response (IVR) database. Herein, the database may include a list of telephone numbers associated with one or more destinations implementing one or more IVR menus. Further, the memory includes instructions set having one or more instructions executable by the processor for automatically interfacing with a user interface system comprising voice to electronic signal subsystem. More specifically, the voice request of the user may be converted into digital form. Further, the instructions executable by the processor may initiate search within said database following a voice command captured by said voice to electronic signal subsystem. Furthermore, the memory includes instructions executable by the processor to initiate voice call to a telephone number within said database according to the result of said search.

Systems, methods, and non-transitory computer-readable media can cause a voice communication between a computing device and an automated answering system to be established. A set of options that are available for selection through the automated answering system during the voice communication can be determined. The set of options can be provided for presentation on a display screen of the computing device, wherein at least some of the options in the set are labeled with information that visually describes the options.

A call processing method and device are provided. In the call processing method, voice guidance in a call is converted into visual data; and the visual data is displayed as a visual menu to present content of the voice guidance.

A method includes connecting a call from a client device to a destination having an interactive voice response service; transcribing audio from the destination during the call to identify menu options of the interactive voice response service; generating visualizations representing the menu options; and outputting the visualizations to a display associated with the client device. A system includes a telephony system, an automatic speech recognition processing tool, and a visualization output generation tool. The telephony system connects a call from a client device to a destination having an interactive voice response service. The automatic speech recognition processing tool transcribes audio from the destination during the call to identify menu options of the interactive voice response service. The visualization output generation tool generates visualizations representing the menu options. The telephony system outputs the visualizations to a display associated with the client device.

Computer-implemented methods, systems and program products leveraging DTMF, SMS, and other transmission protocols to provide visualization of IVR menus, improving user-accessibility. Phones or other devices with DTMF decoding functions, internet connectivity and/or visualization capabilities place calls to an IVR system. DTMF codes are transmitted to IVR systems indicating compliance and request to receive IVR menus. IVR systems transmit DTMF codes encoding ASCII character sets for URLs whereupon devices can decode ASCII characters and fetch files visualizing IVR menus from the URL. Alternatively, IVR system may provide URLs using SMS text messages whereby devices provide a telephone number to the IVR system via DTMF. IVR system decodes the telephone number and transmits a representation of the URL using SMS protocol. The receiving device receiving the SMS message fetches the visualization of the IVR menu from the URL provided within the SMS message and use the menu to navigate the IVR system.

A method for communicating with a call center, is performed at a device having one or more processors and memory. The device establishes, by an audio and video client, a network session connection to the call center by using an audio and video server. The device receives, through the network session connection, a first-level voice menu sent by the call center. The device obtains a correspondence between visualized menus and voice menus of the call center. The device searches for a first visualized menu corresponding to the first-level voice menu according to the correspondence. The device presents the first visualized menu in a user interface of the audio and video client.

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.

The disclosed embodiments illustrate method and system for establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer. The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent.