Abstract: A system and method for creating, storing, and retrieving data associated with initiated communications to a vendor are disclosed. An exemplary system includes a response server in communication with a database that provides a platform for storage and retrieval of records created by the response server. The response server is configured to provide a series of menus including a group of selections during the initiated communications to the vendor and receive inputs in response to the menus. The response server is further configured to create a record for each initiated communication as the initiated communication is occurring, and to create a report including at least a portion of the data from each record. The portions of data taken from each record each describe a characteristic of at least one of the inputs for the initiated communication associated with each respective record.

Abstract: An interactive voice response (IVR) system which assists in identifying repeat callers, understanding whether they are calling for the same reason as one of their previous calls, and properly disposing of the call. If the repeat caller is calling for the same reason, information from the previous call (or the previous calls) is retrieved and an action based on a defined business logic for repeat callers may then be executed for the current call.

Abstract: The disclosure is directed to a system including a factor engine, an audio clip sequencing engine and an announcement engine. The factor engine is configured to identify an ordered set of menu options based on a plurality of weighted factors. The audio clip sequencing engine is responsive to the factor engine and is configured to generate an ordered sequence of audio clips based on the ordered set of menu options. The announcement engine is responsive to the audio clip sequencing engine and is configured to play the ordered sequence of audio clips.

Abstract: An interactive voice response method and system comprising a VoiceXML browser for processing an interaction with a user. A music score (for example a MIDI file) describing background music for playing during the interaction, and a music synthesizer for generating background music from the music score and from acoustic parameters are included. Acoustic parameters are generated whereby the music synthesizer may be controlled independently of the music score to change the audio environment during an interaction.

Abstract: A method and system for automated speech-enabled responses to caller requests for information prompts caller requests for information from a menu that lists options based upon the frequency of requests for information and for automated collection and updating of content based upon the feedback provided by customers. For instance, a task analyzer classifies information requested by caller opening statements with the classifications based on the task the caller intends to accomplish. For a menu that provides information on telephone services, classifications may include instructions on how to use a service, pre-purchase information, identification of the services that the caller subscribes to, the cost of services, post-purchase information and identification of the caller's long distance carrier.

Abstract: A method for providing access to services during communication between subscribers over a communication path on a switched communication network is provided. In a first step, the injection of a DTMF service request signal by a first subscriber is detected. In a second step, a service is provided to a subscriber that corresponds to the DTMF service request signal from a set of services. The set of services includes a service that terminates the communication path to a second subscriber.

Abstract: A voice response system that functions in a receiving telephone system and learns individual caller behavior. The voice response system stores the callers unique identifier and a menu option selected by the caller in response to a menu manuscript. For subsequent calls by the caller, the caller is presented with a truncated menu manuscript that allows the caller to more quickly connect to the desired system.