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 computer executable program is described that allows a user to circumnavigate entities' phone trees without having to stay on the phone. The program works by allowing the user to input data into the phone tree by text driven or menu driven commands (or both). The input data then is used by the executable computer program to reach the party that the user desires to reach. The user may be notified by a visual or audible signal once the desired party is reached.

Embodiments of the present invention provide a system for enhancing user interface with vendors (service providers). The system may provide visual IVR menu to a user to enable the user to select an option there from. Further, the system may include a call-parking module communicably coupled to an application (at a user device) through the internet and configured for guiding the application based on a user request to perform at least one of: a) dialing a telephone number corresponding to the user request, the user request being determined based on a user selection from a visual IVR menu corresponding to the telephone number; b) inputting one or more required DTMF inputs at particular intervals; and c) connecting a user corresponding to the user device with the selected option corresponding to the IVR or on detection of human voice.

A method and an apparatus for dialing a phone number, where the method for dialing the phone number includes obtaining, by a communications terminal from a number record of a called party, root-level number information of the called party, number information of sub-levels 1 to j, and a relationship between the root-level number information and the number information of sub-levels 1 to j, calling the called party for the second time according to the root-level number information, and sending, according to a relationship between the root-level number information and sub-level i number information, the sub-level i number information corresponding to an i.sup.th input prompt of the called party after the second call succeeds, where i1 and ij. Therefore, information can be automatically entered to the called party according to an input prompt of the called party.

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.

The invention herein disclosed provides the display of stored information when creating a dialstring 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 about or provided by the company along with the IVR phone tree 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 dial the synthesized number.

Methods of and systems for establishing an augmented communication channel between an interactive voice response (IVR) system and an electronic device associated with a user are disclosed. A first method comprises sending, an audio call request; establishing an audio channel; establishing a data channel between the IVR system and the electronic device; receiving, via the data channel, IVR tree data, the IVR tree data allowing association of a position of the user with respect to the menu navigation structure; sending, via one of the audio channel and the data channel, a user selection relating to the IVR tree data; and receiving, via the other one of the audio channel and the data channel, an updated position of the user with respect to the menu navigation structure based on the user selection. A method to be executed by the IVR system is also disclosed.

A method and an apparatus for dialing a phone number, where the method for dialing the phone number includes obtaining, by a communications terminal from a number record of a called party, root-level number information of the called party, number information of sub-levels 1 to j, and a relationship between the root-level number information and the number information of sub-levels 1 to j, calling the called party for the second time according to the root-level number information, and sending, according to a relationship between the root-level number information and sub-level i number information, the sub-level i number information corresponding to an i.sup.th input prompt of the called party after the second call succeeds, where i1 and ij. Therefore, information can be automatically entered to the called party according to an input prompt of the called party.

An approach is provided for detecting a voice call directed to a user. The approach involves presenting a user interface for interacting with the voice call, wherein the user interface includes a control option for selecting a pre-recorded word or phrase from the user; for generating a custom-created audio word or phrase from one or more phonemes pre-recorded by the user; or a combination thereof. The approach also involves interjecting the pre-recorded word or phrase, the custom-created audio word or phrase, or a combination thereof into the voice call.

Systems and methods are provided to guide an emergency dispatcher in responding to emergency communications. The systems and methods may allow the dispatcher to use one or more of a plurality of different communication methods to communicate with a person needing assistance, such as by sending graphical multimedia messages with instructions for treatment. The systems and methods can include an emergency police, emergency fire, and/or emergency medical dispatch protocol configured to facilitate rapid, uniform, and consistent handling of communications. The emergency dispatch protocol presents a pre-scripted interrogation, including preprogrammed inquiries for a dispatcher to ask the person needing assistance. The dispatch protocol may facilitate quick deployment of responders. The emergency dispatcher may be able to manually or automatically send pre-dispatch or post-dispatch instructions in pictorial or video format to the person needing assistance for more effective guidance and/or instruction of treatment methods.