Interface between a virtual personal assistant and an interactive voice response system
Abstract:
In order to make existing IVR transactions visible to mobile device users that utilize a Virtual Personal Assistant (VPA), an interface is provided for an IVR system. The interface receives a transaction request from a VPA for a transaction provided by the IVR system and determines the transaction pertaining to the request. The interface then executes the respective IVR transaction application and converts the voice prompts of the IVR application to semantic data requests that can be interpreted by the VPA. The interface can provide data to the IVR application from data provided in the initial transaction request. Any missing data fields can be requested from the VPA. If the VPA is unable to provide the missing data from data available to the VPA, the VPA is able to prompt the user with text, audio and/or images prompts to obtain the missing data for the transaction.
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