CA2631228A1 - Providing dynamic services during a voice call - Google Patents

Abstract

The present document describes a method and system for providing services during a call established between a user making the call and a contact. The call being established using a voice interface device having a key. The method comprises: providing an electronic assistant in a background mode; using the key to produce a summoning signal; upon detection of the summoning signal, summoning the electronic assistant to a foreground mode; issuing a command to the electronic assistant for the provision of a service; and upon detection of the command, providing the service.

Description

File no. P1107CA00 PROVIDING DYNAMIC SERVICES DURING A VOICE CALL
CROSS-REFERENCE TO RELATED APPLICATIONS
[0001] This is the first application filed for the invention(s) described herein.
TECHNICAL FIELD

[0002] This description relates to the field of telecommunications. More particularly, this description relates to the dynamic provision of services during a voice call.

BACKGROUND OF THE INVENTION

[0003] During a voice call, users may wish to call-up services. It has been proposed to call-up such services by summoning an electronic assistant using a voice command which brings the electronic assistant into a foreground mode.
Still, using voice commands, the electronic assistant is given instructions to perform the requested services. While the use of a voice command to call-up services during a call is practical, it is prone to error; i.e., normal speech may be interpreted as a request to call-up services.

[0004] The present document describes improvements the provision of services during a call.

SUMMARY OF THE INVENTION

[0005] According to an aspect of the invention, there is provided a method for providing a service during a call established between a user making the call and a contact. The call being established using a voice interface device having a key.
The method comprises: providing an electronic assistant in a background mode;
using the key to produce a summoning signal; upon detection of the summoning signal, summoning the electronic assistant to a foreground mode; issuing a command to the electronic assistant for the provision of a service; and upon detection of the command, providing the service.

File no. P1107CA00 [0006] According to another aspect of the invention, there is provided a bridge server for providing a service during a call established between a user making the call and a contact. The call is established using a voice interface device having a key. The bridge server comprises: an input for receiving a summoning signal from the key and for receiving a command during the call; an ASR/TTS server in communication with the input and being for providing an electronic assistant in a background mode or a foreground mode, the ASR/TTS server for summoning the electronic assistant to a foreground mode upon detection of the summoning signal;
and an application server in communication with at least one of the ASR/TTS
server and the input and for providing the service upon detection of the command.
BRIEF DESCRIPTION OF THE DRAWINGS

[0007] Further features and advantages of the present invention will become apparent from the following detailed description, taken in combination with the appended drawings, in which:

[0008] Fig. 1 is a block diagram illustrating an overview of the network in which are set and operated the system and method according to an embodiment of the invention;

[0009] Fig. 2 is a block diagram showing a bridge server used for placing a Voice-over-Internet-Protocol (VoIP) call according to an embodiment of the invention;

[0010] Fig. 3 is a flowchart showing a method for placing a VoIP call according to an embodiment of the invention;

[0011] Fig. 4 is a block diagram of a PSTN-to-VoIP switch according to an embodiment of the invention; and [0012] Fig. 5 is a flowchart showing a method for providing a service during a call according to an embodiment of the invention.

File no. P1107CA00 [0013] It will be noted that throughout the appended drawings, like features are identified by like reference numerals.

DETAILED DESCRIPTION

[0014] Referring now to the drawings, and more particularly to Fig. 1, a block diagram illustrates an overview of the network in which are set and operated the system and method according to an embodiment of the present invention.

[0015] More specifically, Fig. 1 shows a user 10 who wishes to place a VoIP
call to a contact 36. It should be noted that the method and system described herein also cover the possibility for the user 10 to place a call to a plurality of contacts 36. To place a call, the user 10 may interact either with a Web interface 12, a VoIP
device 14, an SMS (Short Message Service) device 16 or a conventional phone (mobile or landline) 18. VoIP device 14, conventional phone (mobile or landline) 18, satellite phones (not shown) constitute examples of voice interface devices.

[0016] Fig. 1 further shows a bridge server 28 connected to the Internet 22.
It should be noted that bridge server 28 comprises various services which includes a call assistant (not specifically shown on Fig. 2). Bridge server 28 will be discussed in more detail in conjunction with Fig. 2.

[0017] Returning to Fig. 1, in the case when a Web interface 12 or a VolP
device 14 is used to initiate a call, the user 10 is connected to the Internet 22. In the case when an SMS device 16 is used to initiate a call, an SMS-to-IP (Short Message Service to Internet Protocol) converter 20 is necessary to send a message to the Internet 22. The call will then be established through one of the voice interface devices shown in Fig. 1. In the case when a call is initiated through the Web or with an SMS, the user can specify in the message the name, phone number, short code, spell dial or speed dial of one or more contacts to reach. If contacts are specified, the call assistant will not ask any other information; she will place the call(s) directly.

File no. P1107CA00 [0018] In the case when a conventional phone 18 is used, the user is connected to the PSTN 24 by calling a local access phone number (also referred to in the art as a Direct Inward Dialing (DID) number, or Direct Dial-In (DDI) number in Europe.
Only one phone number per geographical area is necessary for all users, as they will be identified when they call. A geographical area is defined as an area for which a call is local, i.e., it can be made by a user at a local call rate. A
switch 26 then converts the call from the PSTN format to VoIP in order to interact with the Internet 22.

[0019] Finally, Fig. 1 shows a contact 36 and its possible means of connection to the Internet 22. That is, the connection between the contact 36 and the Internet 22 can be made through an interface 30 such as SKYPE, a VoIP device 32, or through a combination of a conventional phone (mobile or landline) 34, the PSTN
24 and switch 26.

[0020] Now referring to Fig. 2, there is shown a bridge server 28 according to an embodiment of the invention. The bridge server 28 includes one or more VoIP
load balancers 38 connected to the input of bridge server 28. The VolP load balancers 38 are connected to a plurality of application server 42 and to one or more databases 40. The application servers 42 are also connected to databases 40 and to ASR/TTS Servers 44 (ASR = Automated Speech Recognition, TTS =
Text-to-Speech).

[0021] The application servers 42 may each include one or more specific applications. The applications include, but are not limited to, placing calls, accessing ASR/TTS applications on servers 44, accessing data on databases 40, performing a call-up function (through the use of a key pad on the user voice interface device), dynamic call conferencing, bridging contacts from different networks, dictating a message, group calling, transferring calls, etc.

[0022] The bridge server 28 also includes a Web load balancer 46 connected to the input of bridge server 28. Web load balancer 46 is used for Web connections.

File no. P1107CA00 Web load balancer 46 is in turn connected to Web servers 48 which have access to databases 40. It is envisaged that there will be more than one bridge server 28;
e.g., a bridge server per large geographical area of the globe.

[0023] A plurality of synchronized databases 40 having the same content would be required when there is a more than one database for the system; e.g., a database per large geographical area of the globe.

[0024] Now returning to Fig. 1, in operation, a user 10 has many alternatives for placing a VoIP call. The user 10 can access the operator's Web site 12 (i.e., www.mobivox.com in this example) and selects and logs in with his credentials to access a page of the Web site where his contacts are listed. The user 10 then selects a contact 36 to whom a call must be placed and a voice interface device from which the call must be placed. This information is provided to the Web load balancer 46 (see Fig. 2) of bridge server 28 through the Internet 22. The Web load balancer 46 then selects a Web server 48 that may service the call. The Web server may then access database 40 so that when a user logs into his account on the web, he has access to all his information: user profile, account info, call history, credits in his account, access numbers, rates, user status, etc. The selected Web server 48 then places a call (first leg) to the voice interface device selected by the user 10. When the user 10 picks up, the selected Web server 48 places a call (second leg) to the voice interface device of the contact 36 selected by the user and bridges the first and second legs of the call.

[0025] According to another example, the user places a call to a contact using a VolP device 14 such as a VolP phone, a VoIP client or a Soft Phone. The user specifies the contact 36 to which a calls must be placed. The VolP device 14 accesses bridge server 28 which accesses one of the Web servers 48. The first leg of the call is completed. The Web server 38 accesses the database 40 to check the user account information: user profile, account info, call history, credits in his account, access numbers, rates, user status, etc The selected Web server File no. P1107CA00 [0026] According to another example, the user 10 sends an SMS message to a specified number using a mobile phone, a landline phone, a satellite phone or any other SMS-enabled device. The SMS message contains at least information concerning to which voice interface device the bridge server 28 should place the first leg of the call and to which voice interface device the bridge server 28 should place the second leg of the call. The SMS message may therefore include one or more names, one or more phone numbers, one or more IP address, and/or one or more identity of a contact, user or device associated thereto. The selected Web server 48 of bridge server 28 then places a call (first leg) to the voice interface device selected by the user 10. When the user 10 picks up, the selected Web server 48 places a call (second leg) to the voice interface device of the contact 36 selected by the user and bridges the first and second legs of the call.

[0027] According to another example, the user 10 uses a conventional phone (landline or mobile) 18 to call the local number in his geographical area. The local number is determined by the operator of the voice telephony network. The conventional phone 18 may be pre-registered in the database 40 of bridge 40 or not. The CLID (Calling Line Identification) will be passed on to and used by the bridge 40 to determine pre-registration or not. When the conventional phone being used is not pre-registered, the user will eventually be prompted to provide his identity. The conventional phone 18 connects to the PSTN 24 which will connect to the Internet 22 through PSTNNoIP switch 26. The first leg of the call is then completed to bridge server 28.

[0028] As shown in Fig. 2, upon receipt of a call, one of the VoIP load balancers 38 comes into actions. The selected Vo1P load balancer 38 will determine which one of the application servers 42 is available to service the call. The selected application server 42 will prompt the user to state the name of the contact to which the call should be placed. This will cause the application server 42 to request the File no. P1107CA00 services of the ASR/TTS server 44 to recognize the contact's stated name. User can also specify the identity of a contact 36 either by dialing his phone number, saying his name or dialing a speed dial, short code, spell dialing or any other unique way of identifying his contact. Once the name of the contact 36 is ascertained, the selected application server 42 places a call to the selected contact 36 to complete the second leg of the call and to bridge the first and second legs to complete the call.

[0029] Now turning to Fig. 4, there shown the PSTN-to-VolP switch in further detail.
The PSTN-to-VoIP switch 26 comprises in input 52 for receiving a call from the user 10 through the PSTN 24. The PSTN-to-VoIP switch 26 further comprises a mapping device 54 for switching the call from the PSTN 24 to a given URL. The given URL pointing to the bridge server 28 through the Internet 22.

[0030] Now turning to Fig. 3, there is described a method 300 for placing a VoIP
call from a user using a user voice interface device in a given geographical area to a contact using a contact voice interface device in a distant geographical area.
Method 300 comprises the following steps. In step 302, an individual local access phone number per geographical area is assigned thereby resulting in a list of individual access phone numbers. The user then places a call (step 304) from the user voice interface device to the individual local access phone number assigned to the given geographical area thereby initiating a first leg of the call from the user voice interface device to the bridge server through the PSTN. In an embodiment, the call comprises caller identification information identifying the user voice interface device from which the call originates. In the next step (step 306), the call is switched from the PSTN to a given URL. The given URL pointing to a bridge server accessible through the Internet. The bridge server then interrogates, at step 308, the user identified from the caller identification information to provide an identity of the contact to which a second leg of the call will be established.
The user then provides the identity of the contact to which the call must be completed (step 310). The bridge establishes the second leg of the call from the bridge to the File no. P1107CA00 contact voice interface device (step 312). Finally, the bridge bridges the first and second legs of the call thereby establishing the VoIP call from the user to the contact (step 314).

[0031] It will be useful for the user 10 to register the identity (e.g., names and corresponding phone numbers) of his contacts with the voice call operator. In this example, the voice call operator is the same as the bridge operator. When prompted to provide the identity of the contact to which the call must be completed, user 10 then simply states the name of the contact and the ASR application server 44 processes the speech so that the selected application server 42 can complete the second leg of the call.

[0032] Now turning to Fig. 5, there is described an embodiment of a method 500 for providing a service during a call established between a user making the call and a contact. The call is established using a voice interface device having a key.
Method 500 comprises, at step 502, providing an electronic assistant in a background mode and, at step 504, using the key to produce a summoning signal.

[0033] According to an embodiment, the call is a VoIP call established through a bridge server as described herein.

[0034] According to an embodiment, the key forms part of a Dual-Tone Multi-Frequency (DTMF) keypad, and using the key comprises using at least one of depressing a star key (*) on the DTMF keypad, depressing a star key (*) twice, and depressing a combination of keys on the DTMF keypad. There can be a time delay imposed for depressing the DTMF keys. This is useful in situations when a user is depressing DTMF keys for interacting with other in-band devices or applications.

[0035] According to another embodiment, the key forms part of at least one of a keypad, a touch-screen device, and a mouse on the user interface device, and using the key comprises using the at least one of a keypad, a touch-screen device, and a mouse.

File no. P1107CA00 [0036] According to an embodiment using the key to produce a summoning command is available only to the user making the call. In such a case, the electronic assistant is in communication only with the user making the call.

[0037] Now returning to Fig. 5, method 500 further comprises step 506 which, upon detection of the summoning signal, summons the electronic assistant to a foreground mode. Next, at step 508, a command is issued to the electronic assistant for the provision of a service. Finally, at step 510, the service is provided upon detection of the command.

[0038] According to an embodiment, the electronic assistant may be returned to the background mode at any time during the execution of method 500. The same or a different key or combination of keys as described above may be used to return the electronic assistant to the background mode.

[0039] According to an embodiment, the issuing of a command to the electronic assistant comprises an in-band signal thereby defining an in-band command signal. The in-band command signal comprises at least one of a voice signal and a DTMF signal. The DTMF signal may include a combination of keys depressed on a keypad. When the in-band command signal comprises a voice signal, method 500 further comprises performing speech recognition of the voice signal to resolve the command to the electronic assistant. In an embodiment, the speech recognition is performed by the ASR/TTS server.

[0040] According to an embodiment, the provision of a service by the electronic assistant comprises at least one of performing a call-up function, dynamic call conferencing, bridging contacts from different networks (or within the same network), dictating a message or a correspondence, group calling, transferring a call, recording a call, terminating a call, finding information in an internal or external database, adding information to an internal or external database, searching the Web, and consulting a schedule or calendar.

File no. P1107CA00 [0041] It should be noted that the method and systems described herein are equally applicable to all types of calls such as PSTN, cellular and VOIP
calls.

[0042] The embodiments of the invention described above are intended to be exemplary only. The scope of the invention is therefore intended to be limited solely by the scope of the appended claims.

Claims (18)

1. A method for providing a service during a call established between a user making the call and a contact, the call established using a voice interface device having a key, the method comprising:

providing an electronic assistant in a background mode;
using the key to produce a summoning signal;

upon detection of the summoning signal, summoning the electronic assistant to a foreground mode;

issuing a command to the electronic assistant for the provision of a service;
and upon detection of the command, providing the service.

2. The method of claim 1, wherein the production of the summoning signal using the key comprises producing an in-band signal.

3. The method of claim 1, wherein the key forms part of a Dual-Tone Multi-Frequency (DTMF) keypad, and further wherein using the key comprises using at least one of depressing a star key (*) on the DTMF keypad, depressing a star key (*) twice, and depressing a combination of keys on the DTMF keypad.

4. The method of claim 1, wherein the key forms part of at least one of a keypad, a touch-screen device, and a mouse cursor on the user interface device, and further wherein using the key comprises using the at least one of a keypad, a touch-screen device, and a mouse.

5. The method of claim 1, wherein the provision of services by the electronic assistant comprise at least one of performing a call-up function, dynamic call conferencing, bridging contacts from different networks, dictating a message or a correspondence, group calling, transferring a call, recording a call, terminating a call, finding information in an internal or external database, adding information to an internal or external database, searching the Web, and consulting a schedule or calendar.

6. The method of claim 1, wherein using the key to produce a summoning command is available only to the user making the call.

7. The method of claim 1, wherein the issuing a command to the electronic assistant comprises an in-band signal thereby defining an in-band command signal, the in-band command signal comprises at least one of a voice signal and a DTMF signal.

8. The method of claim 7, wherein when the in-band command signal comprises a voice signal, the method further comprises performing speech recognition of the voice signal to resolve the command to the electronic assistant.\

9. The method of claim 1, further comprising, when the electronic assistant is in the foreground mode, using at least one of the key and a different key to produce a release signal, and upon detection of the release signal, returning the electronic assistant to the background mode.

10. A bridge server for providing a service during a call established between a user making the call and a contact, the call established using a voice interface device having a key, the bridge server comprising:

an input for receiving a summoning signal from the key and for receiving a command during the call;

an ASR/TTS server in communication with the input and being for providing an electronic assistant in a background mode or a foreground mode, the ASR/TTS server for summoning the electronic assistant to a foreground mode upon detection of the summoning signal; and an application server in communication with at least one of the ASR/TTS
server and the input and for providing the service upon detection of the command.

11. The bridge server of claim 10, wherein the summoning signal from the key comprises an in-band signal.

12. The bridge server of claim 10, wherein the key forms part of a Dual-Tone Multi-Frequency (DTMF) keypad, and further wherein the summoning signal comprises at least one of a star key (*) on the DTMF keypad, a star key (*) twice, and a combination of keys on the DTMF keypad.

13. The bridge server of claim 10, wherein the key forms part of at least one of a keypad, a touch-screen device, and a mouse on the user interface device, and further wherein the summoning signal comprises at least one of a signal from the keypad, a signal from the touch-screen device, and a signal from the mouse.

14. The bridge server of claim 10, wherein the service for provision by the application server comprises at least one of performing a call-up function, dynamic call conferencing, bridging contacts from different networks, dictating a message or a correspondence, group calling, transferring a call, recording a call, terminating a call, finding information in an internal or external database, adding information to an internal or external database, searching the Web, and consulting a schedule or calendar.

15. The bridge server of claim 10, wherein the electronic assistant is in communication only with the user making the call.

16. The bridge server of claim 10, wherein the command comprises an in-band signal thereby defining an in-band command signal, the in-band command signal comprises at least one of a voice signal and a DTMF signal.

17. The bridge server of claim 16, wherein when the in-band command signal comprises a voice signal, the ASR/TTS server is further for performing speech recognition of the voice signal to resolve the command.

18. The bridge server of claim 10 further comprising a bridge application for bridging a call from the user to the contact.