GB2427322A - Predictive text string entry via telephone keypad - Google Patents
Predictive text string entry via telephone keypad Download PDFInfo
- Publication number
- GB2427322A GB2427322A GB0512368A GB0512368A GB2427322A GB 2427322 A GB2427322 A GB 2427322A GB 0512368 A GB0512368 A GB 0512368A GB 0512368 A GB0512368 A GB 0512368A GB 2427322 A GB2427322 A GB 2427322A
- Authority
- GB
- United Kingdom
- Prior art keywords
- telephone
- character string
- alphanumeric code
- series
- postcode
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
- G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
- G06F3/02—Input arrangements using manually operated switches, e.g. using keyboards or dials
- G06F3/023—Arrangements for converting discrete items of information into a coded form, e.g. arrangements for interpreting keyboard generated codes as alphanumeric codes, operand codes or instruction codes
- G06F3/0233—Character input methods
- G06F3/0237—Character input methods using prediction or retrieval techniques
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- Engineering & Computer Science (AREA)
- General Engineering & Computer Science (AREA)
- Theoretical Computer Science (AREA)
- Human Computer Interaction (AREA)
- Physics & Mathematics (AREA)
- General Physics & Mathematics (AREA)
- Telephonic Communication Services (AREA)
Abstract
A method for identifying an alphanumeric code/character string input to an automated telephone based service using a telephone having a numeric data entry pad, the method comprising receiving at a remote controller a series of numbers representative of the alphanumeric code/character string from the telephone, comparing the received number series with a pre-determined set of number patterns, each of which represents a known alphanumeric code/character string and identifying any matches between the received number series and the stored number patterns, thereby to identify one or more options for the input alphanumeric code/character string.
Description
Predictive Pattern Match ig The present invention relates to a predictive
pattern matching system and method for identifying an alphanumeric code, such as a postcode, from numeric data entered via a telephone keypad during an automated telephone process.
Automated telephone systems often need to obtain information from customers.
When the information that is to be input is numeric, this is easily handled. However, when the information involves letters, such as UK postcodes, this can be problematic This is because standard UK telephone keypads only accept numeric data. Letters of the alphabet can be entered as an association with a number. However, this is a one- to-many relationship as single numbers represent more than one letter.
To overcome this problem many automated telephone systems use speech recognition techniques. To input the postcode, the customer is asked to say it out loud. The audio signal is captured over the telephone line and intereted by the speech recognition system. Typically, the interpreted postcode is transmitted back to the customer as an audible signal and the customer is asked to confin if it is correct. In the event that the code is correct, then the automated process is allowed to proceed to the next stage. ...
* ee * In the event that that code is incorrect, the speech recognition process is repeated. If * . : S...
recognition is unsuccessful either the system transfers the customer to an operator, U..
who then has to manually input the correct postcode, or the spoken information is recorded and later transcribed. S... * S *e
Whilst speech recognition techniques are useful, the technology required to * implement them is sophisticated. Despite this, the overall error rate can be high, generally in the range of 20-30%. This means that for a significant proportion of calls, operator intervention or transcriptioti is still required. This is inconvenient for both the custoner and the service provider.
According to one aspect of the present invention there is provided a method for identifying an alphanumeric code/character string input to an automated telephone based service using a telephone having a numeric data entry keypad, the method comprising: receiving a series of numbers representative of the alphanumeric code/character string from the telephone; comparing the received number series with a pre-detern-ljned set of number patterns, each of which represents a known alphanumeric code/character string and identifying any matches between the received number series and the stored number patterns, thereby to identify one or more options for the input alphanumeric code/character string.
In the event that more than one code is identified from the predeterniined set of patterns, the method may further involve prompting the customer to enter additional infonnation and using that infomiation to refine the search. For example, in the event that the alphanumeric code is a postcode, the additional information may be address information such as the building/flat number and/or the building name. Again, this information would be received as a series of numbers input using the telephone ke)pad and compared with stored number patterns associated with the building/flat number and/or the building name of the addresses that correspond to the postcodes identified in the initial search.
By Providing a pre-detei set of numbers, each associated with a postcode and other address information there iS provided a very simple, effective, and fast technique for identifying postcode information Indeed, in practice, it has been found that accuracy may exceed 95%. This is a significant technical advance. * S..
According to another aspect of the present invention there is provided a system for identifying an alphanumeric code/character string input to an automated telephone based seice using a telephone having a numeric data entry ke)pad, the system being S...
operable to: receive a series of numbers represelltative of the alphanumeric s,' : S*S code/character string from the telephone; compare the received number series with a pre-determined set of number patterns, each of which represejits a known aiphanunieric code/character string and identify any matches between the received number series and the stored number patterns, thereby to identify one or more options for the input alphanumeric code/character string.
Various aspects of the invention will now be described by way of example only and with reference to the accompanying drawing, Figure 1.
Standard UK telephone keypads only accept numeric data. Letters of the alphabet can be entered as an association with a number. However, this is a one-to-many relationship as a single number represents more than one letter. In particular, UK handsets provide the following associations: A, B and C are represented by the number 2; D, E and F are represented by the number 3; G, H and I are represented by the number 4; J, K and L are represented by the number 5; M, N and 0 are represented by the number 6; P, Q, R and S are represented by the number 7; T, U and V are represented by the number 8, and W, X, Y and Z are represented by the number 9. The present invention uses these associations to allow a customer's postcode to be identified merely from a string of numbers entered via a telephone keypad.
Figure 1 shows an automated telephone system 10 for interacting with a remotely located user via a telephone network, for example the conventional PSTN or any mobile or cellular network To establish the user's address in a fast and efficient manJer, the system is operable to detemiine postcode information using numerical inputs received directly from the user's telephone number keypad. In practice, all the user has to do is enter each number directly by pressing the appropriate number key on their telephone and enter each letter by pressing the number key that is associated with that letter. For each character or number the corresponding key has to be pressed S e only once. Hence, the alphanumeric data is entered as a string of simple numbers, * : *5*S without the need for the user to change the operational mode of the keypad. *5* * a S
The system 10 of Figure 1 includes a pattern generator 12 for generating numerical representations of each entry of a set of known postcodes, building numbers and building names based on the alpha-nuneric associations used on UK telephone ** handsets. In order to maximise the scope of the system, the set ideally includes all known UK Postcodes This can be uploaded from an external postcode data source 14 (for example a postcode address file (PAF)) using a postcode importer 16 and input to a dedicated database 18. Optionally, the numerical representation may be encrypted using a pattern encryption controller 19. Once the postcode informatjoi is converted into numeric patterns, these are loaded into the pattern matcher database 1 8. This can then be interrogated using a pattern-matching algorithm. This will be described in more detail later.
The pattern generator 12 of Figure 1 is operable to extract data from the PAF 14 one line (address) at a time into a data object. Each PAF (Postcode Address File) entry has full UK data including postcode building number, flat number and building name.
This data can he stored in any suitable format, such as comma separated value (CSV) format with one line per address. The data object is examined and each address split up into individual postcode, building name and building number fields and recorded in conesponding memory fields. For each field in memory a specific number pattern generation procedure is provided for converting alphaJnumeric data into an equivalent numeric representation. In particular, the pattern generator 12 includes a pattern generation procedure for each of the postcode, building name and partial building number To generate a numeric pattern to represent the postcode, the postcode pattern generation procedure is called and the postcode is passed as a parameter to it. The Postcode is then passed into a pattern encode method, which steps through the postcode one character at a time, converting the alpha characters to the appropriate telephone kead number representation. This procedure converts every character in the postcode to the appropriate numec pattern using the number/letter associations * S...
listed above, so that, for example, the postcode KY26UD would be converted into the * * ; *5S number pattern 592683. At the end of this process, a numeric telephone keWad representation pattern of the postcode is returned The building name matching procedure takes the first three characters of the building 0* S...
name and converts them to the appropriate telephone kead number representation: : Of course, more (or indeed fewer) characters could be used, if desired. Characters in the building name are examined one at a time. Spaces and punctuations are removed and each alpha character identified is stored in temporary memory until three genuine alpha characters have been captured. Those alpha characters are then passed into the pattern encode method and are converted into the appropriate telephone ke)pad flUflieric representation.
The building number pattern matching procedure uses the building number. If the building number is completely made up from numeric characters then no further work is required. If the building number contains characters that are non-numec (e.g. slashes /, pointS. or commas,), this procedure will take the entire number and stp it of all non-numeric characters, for example if a flat is identified by 10/2', it will be convened into 102'. If a flat identifier contains alpha characters e.g. 10/A', this will be stripped of non-digit characters (the I') to produce IOA'. That is then passed into the pattern encode method and the alpha character converted into the appropriate telephone keypad representatjoi Once each of the postcode, building name and building number pattern generation procedures are Completed, all of the nun1eic pattenis are stored in the pattern matcher database 18, so that at the end of the conversion process it includes the initial PAF data and associated numeric patterns for postcode, building number, flat number and the first three characters of the building name (if appropriate).
Connected to the pattern matcher database 18 is a pattern match controller 20. This is able to communicate with both the database 18 and additionally an application interface 22 that provides a portal for customers and commercial users of the system.
The pattern match controller 20 includes a pattern matching algorithm for receiving a numeric code entered by a customer using a standard UK telephone and Interrogating S 55.
the pattern matcher database 18 to identify any number pattern that matches the * . number the customer entered, and consequently a subset of Possible postcodes The pattern match process is operable to store each address found in a temporary data structure in memory with a separate metadata strncture. These structures are then stored temporarily and XML nodes 24 generated for each address with a separate * . * 5.
node containing metadata * : : If there is more than one address returned by the pattern matching process then the metadata returned to the controller 20 indicates the number of matches and an indication of whether building numbers and/or building names exist in the address set.
If necessary, for example where more than one potential postcode matching the entered pattern is identified, the controller 20 causes the pattern matcher to refine the result. If building names and numbers exist in the address set then this infoimation is used to prompt the user to enter either building name or building number infoimation Ifjust building number orjust building name information exists in the address set then the controller is operable to use conditional logic on the metadata to only prompt for likely input. When this additional numeric data is received, the pattern matcher produces a complete subset of all postcodes and addresses that can match the input numeric data patterns. The subset of addresses (including postcodes) is generated by the pattern matching process and presented in the industry standard data exchange fonnat XML 24. The Pattern-matching controller 20 then gives the customer/user the option of accepting or rejecting any one of the postcodes In this way, the system is able to detejne a mjnjniai set of alphanumeric postcodes, with associated complete addresses, from numeric data entered via a conventional telephone keypad.
In use, when a user calls the system 10, various options are made available. One of these is a request for entry of the user's postcode. At this stage, the user has to use the number pad on their telephone to enter their alphanumeric postcode. Every character is entered as a number. This infonnation is captured and sent to the controller for processing. As a specific example, using a standard UK telephone keypad as a data entry mechanism substituting letters for numbers where appropriate (e.g. K5 and Y 9) and entering numbers as norna1, inputting the postcode KY26UD will generate the pattern 592683 Once the number is received at the controller 20, it is Compared with the number patterns in the pattern matcher database is to identify any matches. **** ..
At this stage, the user is also asked to enter their house number. For this pallicular. : S...
example associated with the house number 51, the number of possible postcodes is one. In contrast, inputting the postcode BH2O5SW in the same manner and Using the. . house number 2 will return six Possible postcodes matching the numeric pattern. In this case, because several Possible postcodes are identified, the system causes an S. .* automated voice to read out the Options over the telephone line for user selection. In * S S. .
the unlikely event that none of these are selected as being correct, the system transfers the customer/user to an operator, who then has to manually input the conect Postcode, or the call is recorded for later transcription.
The system and method in which the invention is embodied simplify and improve the accuracy of pOStcode data entry in an automated telephone system. They do this by accepting a numeric pattern that has been generae by entering a postcode into a standard UK telephone keypad and matching the entered pattern to a subset of stored numeric patterns that conespond to possible postcodes If necessary, that is if more than one address is found, the search can be refined by using either the house number or the first three characters of the house name to produce a complete subset of all postcodes and addresses that can match the complete input numeric pattern.
A skilled person will appreciate that variations of the disclosed arrangements are possible without departing from the invention. Accordingly the above description of the specific embodiment is made by way of example only and not for the purposes of limitation U will be clear to the skilled person that minor modifications may be made without significant changes to the operation described. * . S... * S * a a, a. * * S * * * S... * ** * . . a. S
Claims (10)
1 5
2. A method as claimed in claim 1 wherein the alphanumeric code/character string is a postcode.
3. A method as claimed in claim 2 that further involves Prompting the customer to enter additional address information and using that information to refine the *** Se..
search for the Postcode S... S..
4. A method as claimed in claim 3 wherein the additional address information is. : the building/flat number and/or the building name (or partial building name). S*S
S S...
5. A method as claimed in claim 4 comprising receiving the additional... * S..
information as a series of numbers input using the telephone keypad and comparing the received numbers with stored number patterns associated with the building/flat number and/or the building name (or partial building name) of the addresses that colTespond to the postcodes identified in the initial search to identify a reduced number of possible postcodes.
6. A system for identifying an alphanuneric code/character string input to an automated telephone based service using a telephone having a numeric data entry keypad, the system being operable to: receive a series of numbers representative of the alphanumeric code/character string from the telephone; compare the received number series with a pre-determjned set of number patterns, each of which represents a known alphanumeric code/character string and identify any matches between the received number series and the stored number patterns, thereby to identify one or more options for the input alphanumeric code/character string.
7. A system as claimed in claim 6 wherein the alphanumeric code/character string is a postcode.
8. A system as claimed in claim 7 that is operable to prompt the customer to enter additional address information and use that inforniation to refine the search for the postcode
9. A system as claimed in claim 8 wherein the additional address infomiation is the buiJdinWflat number and/or the building name (or partial building name). S... S...
10. A system as claimed in claim 9 that is operable to receive the additional. : S...
information as a series of numbers input using the telephone keypad and compare the received numbers with stored number patterns associated with the. . : building/flat number and/or the building name (or partial building name) of the addresses that correspond to the posteodes identified in the initial search to identify a reduced number of possible postcodes * : :
Priority Applications (1)
Application Number | Priority Date | Filing Date | Title |
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GB0512368A GB2427322A (en) | 2005-06-17 | 2005-06-17 | Predictive text string entry via telephone keypad |
Applications Claiming Priority (1)
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GB0512368A GB2427322A (en) | 2005-06-17 | 2005-06-17 | Predictive text string entry via telephone keypad |
Publications (2)
Publication Number | Publication Date |
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GB0512368D0 GB0512368D0 (en) | 2005-07-27 |
GB2427322A true GB2427322A (en) | 2006-12-20 |
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GB0512368A Withdrawn GB2427322A (en) | 2005-06-17 | 2005-06-17 | Predictive text string entry via telephone keypad |
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Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0319193A2 (en) * | 1987-11-30 | 1989-06-07 | Bernard N. Riskin | Method and apparatus for identifying words entered on DTMF pushbuttons |
US5796807A (en) * | 1996-01-19 | 1998-08-18 | Costello; Matthew W. | Telephone recycling system |
US5917889A (en) * | 1995-12-29 | 1999-06-29 | At&T Corp | Capture of alphabetic or alphanumeric character strings in an automated call processing environment |
JP2000090192A (en) * | 1998-09-16 | 2000-03-31 | Sharp Corp | Character string correcting method for address and zip code |
US6137867A (en) * | 1998-05-14 | 2000-10-24 | Motorola, Inc. | Alphanumeric message composing method using telephone keypad |
-
2005
- 2005-06-17 GB GB0512368A patent/GB2427322A/en not_active Withdrawn
Patent Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0319193A2 (en) * | 1987-11-30 | 1989-06-07 | Bernard N. Riskin | Method and apparatus for identifying words entered on DTMF pushbuttons |
US5917889A (en) * | 1995-12-29 | 1999-06-29 | At&T Corp | Capture of alphabetic or alphanumeric character strings in an automated call processing environment |
US5796807A (en) * | 1996-01-19 | 1998-08-18 | Costello; Matthew W. | Telephone recycling system |
US6137867A (en) * | 1998-05-14 | 2000-10-24 | Motorola, Inc. | Alphanumeric message composing method using telephone keypad |
JP2000090192A (en) * | 1998-09-16 | 2000-03-31 | Sharp Corp | Character string correcting method for address and zip code |
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GB0512368D0 (en) | 2005-07-27 |
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Legal Events
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WAP | Application withdrawn, taken to be withdrawn or refused ** after publication under section 16(1) |