公开(公告)号：US20170118337A1

公开(公告)日：2017-04-27

申请号：US15289932

申请日：2016-10-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Praphul Kumar ,  Scott Kolman ,  Andrea Friio ,  Yochai Konig

IPC: H04M3/493 ,  H04L29/06

CPC classification number: H04M3/4938 ,  H04L65/1063 ,  H04L67/02 ,  H04M3/42136 ,  H04M2203/253

Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.

公开(公告)号：US10270908B2

公开(公告)日：2019-04-23

申请号：US15289932

申请日：2016-10-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Praphul Kumar ,  Scott Kolman ,  Andrea Friio ,  Yochai Konig

IPC: H04M3/493 ,  H04L29/06

Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.