GB2442654A - Voice response system - Google Patents

Abstract

Embodiments of the invention are concerned with providing an improved enquiry system for retrieving information relating to the usage status of network usage schemes that have been taken up by users. As is known, communications networks are configured so as to enable users to select several so-called optional usage schemes, each such scheme typically being associated with usage of a particular communications service. The network stores details of those optional usage schemes to which individual users have taken up access, together with associated usage criteria, which define characteristics of a communications service to which a respective usage scheme may be applied. In one aspect, embodiments of the invention provide a method of identifying an available amount of network resources, said network resources being accessible via a plurality of the afore-mentioned optional usage schemes taken up by a user. The method involves retrieving first and second data, from the network, indicative of actual usage of a first and second communications service for which the user has taken up a first and second usage scheme respectively. These retrieved data are then processed by a usage algorithm on the basis of respective usage criteria so as to evaluate an amount of usage remaining for the corresponding taken up usage scheme. Examples of amounts of usage that can be evaluated include quantity of resources and/or duration of resources available; the evaluated amounts can be output in the form of audio segments via a Voice Response System.

Description

Voice Response System

Field of the Invention

The present invention relates to a voice response system for providing information relating to one or more usage schenies taken up by a user, and is suitable particularly, but not exclusively, to providing information relating to usage of goods and services such as communications resources.

Background of the Invention

Intelligent voice response (IVR) systems provide automated telephone services for receiving incoming telephone calls, playing prerecorded messages and menu prompts, collecting touch tones or spoken commands from a caller, and executing corresponding actions. IVR technology has been employed in many services or applications including remote banking. ordering of goods and services (e.g., pay-per-view cable television programs), and accessing information from electronic databases (e.g., computer system help topics). The user typically navigates through a multi-level, hierarchical menu by pressing appropriate digits on a touch tone keypad in response to prompts spoken by the IVR system.

IVR systems provide many advantages over other automated access systems such as those found on the Internet because an IVR system provides a private and secure interconnection. Furthermore, the only equipment required for the caller is the telephone device itself, which means that services can be accessed irrespective of the availability or otherwise of a computer network.

An IVR unit will typically accept the input of a tone during its reproduction of the current voice prompt, so that a caller can make a selection as soon as it is identified (i.e., without waiting for the prompt to finish). Unless callers have accessed a particular IVR-based service many times, however, they usually cannot anticipate the current group of choices at any point within a multi-level menu. Therefore, they usually end up listening to all or most of the menu prompts before making their next selection, by which time the caller finds that they cannot recall the number(s) or option associated with the desired response. Depending upon the number of menu levels and the number of choices available at each level, it can take a substantial amount of time to obtain a desired action. Furthermore, if an incorrect choice is made while navigating the menu, it may take several additional steps to back up and return to the point where the mistake was made.

U.S. patent 6788770 discloses an addition to IVR apparatus in the form of a user understandable representation of the menu structure, or paths to the predetermined services. Such representations are stored in a database, which is responsive to a request from the user so as to provide a digital representation of one or more of the navigational paths. The request identifies a specific navigational path, a desired format for the digital representation, and a destination for delivering the digital representation. An electronic delivery system transmits the digital representation in the desired format to the destination independently of the telephone call, and users can then refer to the navigational aid whilst interacting with the IVR. Whilst this assists the user in so far as the user can easily identify paths through the menu structure the user is nevertheless provided with a fixed menu structure and it requires a display system which cooperates with the telephone of the user.

Other workers have designed interactive voice response systems that are arranged to identify and store the most frequently selected prompts of a caller who has previously visited the system, and subsequently uses the stored information when presenting information to this caller. For subsequent calls by the caller to the system, the order of menu presentation is updated based on the previous frequency of use. It will be appreciated that, for the menu to change, the caller must call back to the system several times. Whilst this may reduce the number of menus a caller may have to navigate through, this method is less effective if the caller is a first-time caller to the system or if the caller wishes to deviate from his or her normal pattern of use.

An object of the present invention is to provide an improved and more user friendly automated inquiry system and service.

Summary of the Invention

In accordance with a first aspect of the present invention, there is provided a voice response system for use in providing, during a telephone call, information relating to two or more usage schemes taken up by a user, each usage scheme being associated with usage of a communications service requested by the user in a communications network, the communications network providing users with access to a plurality of optional usage schemes and storing data identifying optional usage schemes to which individual users have taken up access, the voice response system being responsive to a specified input so as to communicate information relating to usage of each said taken up usage scheme.

Embodiments of the invention enable a user to receive information, during a telephone can, in relation to the state of usage schemes taken up by the calling user. In the context of communications resources, examples of optional usage schemes include so-called bonus packages or bundles, where the associated usage criteria include data specifying an amount of service (e.g. in terms of number of services and/or duration of services) for which the associated usage scheme is applicable, together with data specifying the conditions under which the usage scheme is applicable. The usage schemes are optional in so far as users can elect to supplement their access to network services therewith, and are different from bundles of call time that are implicitly included in a network subscription. Notwithstanding this distinction, usage schemes can relate to periods of call time.

Preferably the voice response system is arranged to receive, during said telephone call, data indicative of current usage of each said taken up usage scheme, and, responsive thereto, to communicate usage information relating to each usage scheme, successively, to the user.

The voice response system can be responsive to a set of control inputs received from the user during communication of information relating to a given taken up usage scheme so as to communicate information relating to a different taken up usage scheme. This effectively enables the user to request information relating to different usage schemes. Preferably the set comprises one or more control inputs, and the set of control inputs communicated in respect of a first group of taken up usage schemes is different from the set of control inputs communicated in respect of a second group of taken up usage schemes. In one arrangement the voice response system can deliver a message specifying said set of control inputs to the user during the telephone call, and selection of this message is dependent on the number of taken up usage schemes. The message might, for example, be delivered independently of the telephone call.

Conveniently, embodiments of the invention arc applicable to usage schemes relating to items of digital information such as ring tones (the usage scheme specifying, for example, a number of ring tones that the user is entitled to receive during a specified period): and discounts to calls made to specified numbers (the usage scheme specifying, for example, discounts in relation to calls made to particular numbers within a specified period). In addition it is envisaged that embodiments of the invention could apply in respect of usage of items other than communications resources. For example, users could take up usage schemes relating to clothing and foods goods (e.g. a usage scheme could specify that a user is entitled to buy a particular number of clothing items within a period), and access a system configured according to the invention in order to determine how many such items they have received, how many more they are entitled to receive etc. According to a second aspect of the present invention there is provided a voice response system for use in providing information relating to two or more usage schemes taken up by a user, each usage scheme being associated with usage of a communications service requested by the user in a communications network, the communications network providing users with access to a plurality of optional usage schemes and storing data identifying optional usage schemes to which individual users have taken up access, the voice response system comprising: call monitoring means arranged to monitor a telephone call for input from the subscriber: a processing system arranged to create a menu of selectable options for use in requesting data indicative of a state of said at least two taken up usage schemes, wherein the processing system is responsive to input identifying the user so as to perform said menu creation, and the call monitoring means is responsive to requests, during the telephone call, so as to retrieve said data indicative of the state of two or more said taken up usage schemes, each said request relating to one selectable option on the menu.

This second aspect of the invention is particularly advantageous in view of the prior art because it provides a means of dynamically creating information for the user in real time and in dependence on their individual usage scheme take up. This therefore means that any given user can effectively have a different interaction experience each time they query the voice response system.

Indeed this would inevitably be the case if a user were to change subscription to usage schemes on a regular basis. It is therefore a significant improvement over known IVR systems, since firstly the information provided to the user is created dynamically and secondly menu creation is driven by the user's usage behaviour, which is independent of the user's interactions with the voice response system.

Preferably the menu so created comprises a set of selectable options, and the set of selectable options in respect of a first group of one or more taken up usage schemes is different from the set of selectable options in respect of a second group of a different number of taken up usage schemes. This feature of embodiments of the invention essentially provides a user with a bespoke set of options for use in controlling transmission of usage information from the voice response system.

According to a third aspect of the present invention there is provided a method of creating a user understandable representation of a usage state of two or more usage schemes taken up by a user. each usage scheme being associated with usage of a communications service requested by the user in a communications network, the communications network providing users with access to a plurality of optional usage schemes and storing data identifying optional usage schemes to which individual users have taken up access and usage criteria for each of said plurality of optional usage schemes, said usage criteria defining characteristics of a communications service to which a respective usage scheme may be applied, the method comprising the steps of: retrieving first and second data, from the network, indicative of actual usage of a first and second communications service for which the user has taken up a first and second usage scheme respectively; processing the first retrieved data and first usage criteria, associated with the first taken up usage scheme in accordance with a usage algorithm so as to construct a user understandable representation of a usage state of the first taken up usage scheme; and processing the second retrieved data and second usage criteria associated with the second taken up usage scheme in accordance with The usage algorithm so as to construct a user understandable representation of the second taken up usage scheme.

This aspect of the invention essentially provides a flexible framework within which system data relating to various disparate types of taken up usage schemes can be processed and represented in a common, and importantly, user understandable format. The usage criteria typically include temporal conditions associated with usage of said communications service and, for each of the first and second taken up usage schemes, the usage algorithm can process the retrieved data so as to evaluate a duration remaining for a respective taken up usage scheme. The usage algorithm is therefore able to receive, as input, various types of temporal conditions and process them so as to evaluate a user understandable representation of the evaluated duration. In addition the usage criteria include quantity of usage of said communications service and the usage algorithm processes the retrieved data so as to evaluate an amount, or quantity, of communications service remaining for a respective taken up usage scheme.

In addition or as an alternative to identifying an amount of the taken up usage scheme that is left for use by the user, the actual amount of usage hitherto can be relayed to the user. For each of the first and second taken up usage schemes the evaluated duration and/or quantity values are preferably associated with a phrase introducing the same and subsequently stored as audio segments.

In addition or as an alternative to identifying an amount of a respective usage scheme that is left for use, or has been used, by the user, the usage algorithm can process the retrieved data so as to identify a forthcoming event associated with each respective taken up usage scheme. For each of the first and second taken up usage schemes there might be one or more such events, each of which is associated with a specified time and/or quantity of usage. The forthcoming event information is preferably associated with a phrase introducing the same and stored as audio segments.

In one arrangement the various audio segments can then be concatenated together in accordance with specified concatenation rules so as to generate the user understandable representation of respective usage states.

In one arrangement, the usage schemes that are reported on in accordance with embodiments of the invention are characterised by so-called overriding tariffs, which are tariffs that override the normal tariff, and an override is defined as a period of time (calls) or number of services (SMS etc.) for which the normal tariff is replaced by data specified in the bundle.

Further features and advantages of the invention will become apparent from the following description of preferred embodiments of the invention, given by way of example only, which is made with reference to the accompanying drawings.

Brief Description of the Drawings

Figure 1 is a schematic diagram showing selected components of a conventional cellular communications network within which embodiments of the invention operate; Figure 2 is a block diagram schematically illustrating an arrangement of data processing and storage functions for handling or controlling typical provision of a telecommunications service; Figure 3 is a schematic diagram showing a user-independent usage schema defining a usage scheme; Figure 4 is a schematic diagram showing embodiments of a usage scheme enquiry system according to embodiments of the invention; Figure 5 is a flow diagram showing steps performed by bundle engine software shown in Figure 4; Figures 6, 7, 8 and 10 are schematic diagrams showing examples of pre-recorded phrases and slots corresponding thereto for use by the bundle engine software shown in Figure 4; FigLire 9 is a flow diagram showing steps performed by menu generating software shown in Figure 4; and Figure 11 is a flow diagram showing alternative steps performed by bundle engine software shown in Figure 4.

Detailed Description of the Invention

As described above, embodiments of the present invention are concerned with an enquiry service for use in providing information relating to the status of various usage schemes. Before describing features of the embodiments in detail, a communications environment within which the embodiments can operate will be described in detail with reference to Figure 1, which shows a cellular communications network, such as a GSM network, comprising mobile switching centre (MSC) 2 connected via communications links to a number of base station controllers (BSCs) 4. The BSCs 4 are dispersed geographically across areas served by the MSC 2. As is known in the art, each BSC 4 controls one or more base transceiver stations (BTSs) 6 located remote from, and connected by. further communications links to, the BSC. Each BTS 6 transmits radio signals to, and receives radio signals from, mobile stations 8 which are in an area (known as a "cell") served by that BTS. A mobile communications network is provided with a large number of such cells, which are ideally contiguous to provide continuous coverage over the whole network territory.

The MCS 2 is also connected via communications links to other MSCs.

which are not illustrated, in the remainder of the communications system 10, and to a public switched telephone network (PSTN), public data network (such as the Internet). etc. which are not illustrated. The network is provided with a home location register (HLR) 12, which is arranged to provide the MSC 2 with data relating to a user upon request (typically populating a visitor location register (VLR) 14, which is part of, or accessible by, the MSC 2). MSC 2 is capable of handling service provision for both postpay or contract users and prepaid users of the network in the area it serves. Thus, users may originate or receive a range of data, including multimedia, video, voice, data or fax calls or sessions, short messages using the Short Message Service (SMS), email messages, enhanced or multimedia messages, and may access data resources over private or public data networks such as the Internet. Signalling and data in respect of services provided to mobile stations 8 is routed via MSC 2.

Figure 2 is a block diagram schematically illustrating an arrangement of data processing and storage functions for handling or controlling provision of a telecommunications service. Typically Intelligent Network (IN) protocols are used to control the provision of services to prepaid users of the network. More specifically, in the case of prepaid users using mobile stations 8, MSC 2 functions as a Service Switching Point (SSP), which is connected to and controlled by Service Control Point (SCP) 16 with which it communicates using the Intelligent Network Application Protocol (INAP). The specification of INAP is provided in European Telecommunications Standards Institute (ETSI) standard ETS 300 374-1 incorporated herein by reference.

SCP 16 can, and for illustrative purposes is assumed to, comprise a Prepaid Control Function (PCF) 18 connected to a Service Data Function (SDF) 20. PCF 18 is connected to MSC 2 with which it communicates using INAP as described above and is responsible for performing the data processing steps required to control the operation of MSC 2. SDF 20 is responsible for storing data relating to prepaid users, such as prepaid account balance data for a user.

instance data relating to services currently being provided to a prepaid user, and is connected to user terminal 19 for user entry and amendment of data stored in respect of a prepaid user, such as the subscription to one or more optional usage schemes. The usage scheme data stored in SDF 20 may also be entered or amended by means of being connected to a mobile station 8 via data or signalling channels. The mobile station user interfaces described in International Patent Publication No. WO 00/76225, which describes using the Wireless Application Protocol (WAP) to dynamically provide mobile stations with user interfaces having one or more speciIed functionalities, may be used for this purpose.

Although Figure 2 shows only one MSC 2, one SCP 16 and one user terminal 19, it will be understood that implementations normally involve multiple physical data processing devices performing each of these functions.

The data processing devices may be connected together through a signalling data network comprising one or more signalling transfer points (STPs) which provide packet-switching for the signalling network using the Signalling System 7 (SS7) protocol stack.

Typically the PCF 18 is arranged to store system-specific data that are accessible to any type and class of user whilst the SDF 20 is arranged to store user-specific data, which, typically, links to data administered by the PCF 18.

The SDF 20 stores data identifying which usage schemes a user has taken up.

together with the state of the scheme (in terms of quantity of used services). As described above, embodiments of the present invention are concerned with a usage scheme enquiry service, which involves querying data relating to usage of various network services, and thus querying data stored by the SDF 20. Details of the enquiry service will be described in detail below, but first the details of a typical scheme will be described.

Referring to Figure 3, it can be seen that a typical usage scheme is defined by several fields, including identity 301, identifying the usage scheme; applicable periods 303, which defines the periods during which the usage scheme applies and includes data specifying the day(s) on which the usage scheme applies: the start time at which the usage scheme starts to apply and the end time at which the usage scheme ends; count type 305, which specifies the entity that is counted by a usage scheme (e.g. seconds accumulated in usage scheme, chargeable seconds accumulated in usage scheme etc.); time based reset value 307, which quantifies the time based reset criterion (e.g. periodic reset, defining number of days, weeks, months between resets); reset time 309. which specifies the time of day, within a reset period, at which the usage scheme count resets; overrides 311, which define the time range identity to he used according to the usage scheme's count value. Each override has a count range lower limit, a count range upper limit and an overriding time range identity. The lower limit specifies the lowest value of the usage scheme's count for which the overridç applies whilst the upper limit for the override is one less than the lower limit of the next override, or infinity for the usage scheme's last override. Alternatively an override specification might simply comprise data specifying lower limits and a time range identity, since, if there is a first lower limit and a second lower limit, the second lower limit effectively determines an upper limit corresponding to the first lower limit; if there is only a first lower limit, an upper limit corresponding thereto will automatically be set to infinity. The overriding time range identity specifies the time range to use whilst the usage scheme's count is in the override's range (a number in the range 0 to 256 with 256 implying no override').

The values presented in the right hand side of the table in Figure 3 relate to an example usage scheme, referred to herein as Bundle A, having the following specification: 5 free SMS per day and then 5p per SMS until midnight. This usage scheme effectively compiises two overrides and a time-based reset; the overrides are as follows: (a) Counts 0 to 5 associated with tariff Op per SMS -override is 5 SMS messages; (b) Counts 6 to infinity associated with tariff 5p per SMS -override is an infinite number of messages. The time-based reset value is midnight, which will apply irrespective of the number of SMS messages that have been sent by (and thus applicable override) midnight each night.

The various aspects of the invention will now be described with reference to Figure 4, which is a schematic diagram showing the system architecture within, which the usage scheme enquiry service operates. In embodiments of the invention the user interacts with the enquiry system by means of an intelligent voice response unit. commonly referred to as an IVR, embodied in unit 44 having Interface software 41, menu generating software 43, and playback software 45 in addition to standard voice response unit components. These components include an IVR telephony subsystem 47 comprising, for example, several hundred ports for incoming telephone calls and being embodied as, for example, a plurality of Westek1M Telephony Servers, running the Windowsml 2000 operating system and standard IVR control software known as CSS 7.0rM. The design of the IVR telephony subsystem 47 is conventional.

The voice response unit 44 is arranged, by means of playback software 45, to communicate with the MSC 2 via the IVR telephony subsystem 47 so as to conduct a dialogue with mobile station 8, and is arranged to communicate with server SI, via Interface software 41, so as to request and receive data relating to usage schemes to which the user corresponding to mobile station 8 has subscribed. Upon receipt of data from the server Si the voice response unit 44 processes the received data and relays information to the mobile station 8, acting upon input from the mobile station 8 so as to carry out a usage enquiry dialogue. The type of data received from the server Si, together with the way in which the data are processed for playback to the mobile station 8, will be described in more detail below.

Turning firstly to operation of the server SI, the server SI is in operative association with the SDF 20 store, which, as described above, stores data identifying those usage schemes to which a user has access, together with details of the current usage status. In Figure 4 the server Si is shown as being embodied as a single processing device comprising a processing unit (CPU), operating system programs that control, in a known manner, low level operation of the server Si, memory, hard disc drive and 110 device, which facilitates interconnection of the server Si with the SDF 20 and voice response unit 44; the skilled person will realise that the server SI could alternatively comprise a plurality of distributed processing systems. The server Si also includes bundle processing engine 22, which requests bundle-related data from the SDF 20 (either via the PCF 18, as shown, or directly), either periodically or in response to a request from the voice response unit 44.

It will be appreciated that there are many and disparate types of usage schemes. Accordingly the bundle processing engine 22 comprises bundle interpreting software 21 and concatenating software 23, the bundle interpreting software 21 being operable to evaluate the values of various usage-related parameters (irrespective of the type of usage scheme), and the concatenating software 23 being responsive to the evaluated parameter values so as to arrange them into a user understandable format.

The operation of the bundle processing engine 22 will now be described in more detail. As described briefly above, the engine 22 is responsive both to explicit requests from the voice response unit 44 and scheduled triggers; in the latter case the bundle processing engine 22 can retrieve data from the SDF 20 on a regular basis, then process and store (e.g. cache) data generated by the bundle interpreting and concatenating software 21, 23. When a request is subsequently received from the voice response unit 44, the engine 22 can review when the data were cached in order to establish whether or not the cached data can simply be transmitted to the voice response unit 44. In the event that the data are too old (the age of the data being reviewed against data specific to the type of usage scheme and perhaps the user's known usage behaviour), the bundle processing engine 22 would proceed to request data from the SDF 20 and process the same in real time.

Irrespective of the method by which the bundle engine 22 is triggered to request data from the SDF, at some point the engine 22 requests data relating to all of the usage schemes taken up by the user. The request includes data identifying the user (e.g. by means of MSISDN) and type of request (usage scheme data). In response to receipt of the request the SDF 20 retrieves data indicative of the taken up usage schemes, together withdata identifying the amount of usage that the user has made, and sends the retrieved information to the server SI. The SDF 20 response will therefore include parameter data relating to n taken up usage schemes, where n is the number of usage schemes taken up by the user.

In response to receipt of these data the bundle engine 22 identifies number n, and for each of the n usage schemes, extracts the parameters relating thereto. Having decoded the data received from the SDF 20 the bundle engine 22 processes data associated with each one of the usage schemes in turn.

For illustrative purposes, it will be assumed that the user for whom data has been retrieved has taken up a plurality of usage schemes, the first of which is Bundle A shown in Figure 3. To re-cap, Bundle A is defined as follows: 5 free SMS per day and then 5p per SMS until midnight. This usage scheme effectively comprises two overrides and a time-based reset: the overrides are as follows: (a) Counts 0 to 5 associated with tariff Op per SMS -override is 5 SMS messages; (b) Counts 6 to infinity associated with tariff 5p per SMS -override is an infinite number of messages. The time-based reset value is midnight, which will apply irrespective of the number of SMS messages that have been sent by midnight each night.

Referring to Figure 5, this bundle specification A, together with the number of SMS messages already sent by the user, is retrieved by the bundle engine 22 from the SDF 20 and analysed by the bundle interpreting software 21 in order to identify a next event and a number of remaining services (if any) associated with the usage scheme. Assuming the retrieval step returns data indicating that 3 SMS messages have been sent since the bundle was reset, the analysis proceeds as follows: at step 501 the bundle interpreting software 21 reviews the type of usage scheme, in order to determine whether or not it has a count-based reset. In the case of Bundle A, the reset is time-based, so the bundle interpreting software 21 proceeds to step 503, in which it identifies whether or not there is an available override having an overriding tariff (in the case of Bundle A. the answer is Yes, since there is a first overriding tariff in respect of 0 to 5 SMS messages and a second overriding tariff in respect of 6 to infinity SMS messages). Step 503 also involves determining whether or not the start value of one of the available overrides is higher than the current count value (3). Since the second override starts at a value of 6, which is indeed higher than the current count value of 3, the bundle interpreting software 21 proceeds to step 504a, in which the parameter "next" is set to the start value of the next override (a value of 6), and the parameter "remaining" is set to the value of the difference between 6 and 3, namely 3 (step 504b).

If. however, the current count value were 7, the bundle interpreting software 21 would proceed to step 505 instead of steps 504a and 504b. Since Bundle A has a day-based reset and assuming the reset time and date (midnight of current date) to be earlier than the date on which the usage scheme expires, the bundle interpreting software 21 proceeds to step S506a, in which the parameter "next" is set to the value of the date of the reset of the tirnestamp (i.e. tomorrow's date at 00:00). Subsequently, at step S507, the current count value (7) is compared with the start values of the available overrides associated with Bundle A (0 and 6 respectively); since these start values are lower than the current count valLie, the bundle interpreting software 21 proceeds to step S509, in which the currently applicable override is evaluated in order to determine whether there is an overriding tariff associated therewith; if there is (which there is in this example, being 5p per SMS), the parameter "remaining" is set to unlimited.

Once the values of parameters "next" and "remaining" have been identified, these values are used to create one or more user understandable phrases, for playback to the user. This process, which in one arrangement is performed by concatenating software 23, will now be described with reference to Figures 6, 7 and 8.

Preferably the concatenating software 23 is arranged to select, from a store of pre-recorded phrases, one or more phrases on the basis of type of usage scheme and concatenate the selected phrases together. In one arrangement the phrases are embodied as templates, each template comprising one or more words setting out a user-understandable description of one or more states of a usage scheme accessible to a user; at least some of the descriptions have one or more slots associated therewith, which are designed to be filled with a value corresponding to that description. The values inserted into the slots are directly derivable from the "next" and "remaining" parameters evaluated by the bundle interpreting software 21, as will now be described.

The selection of templates corresponding to parameter "remaining" will firstly be described with reference to Figure 6, which shows several templates: one template Ti relating to an amount of money left; another T2 relating to an amount of time (seconds) left; and another T3 relating to a number of events (e.g. SMS messages) left. It can be appreciated that template Ti would be selected by the concatenating software 23 if the usage scheme undergoing analysis were metered by money: template T2 would be selected if the usage scheme undergoing analysis were metered by time (e.g. voice calls); and template T3 would be selected if the usage scheme undergoing analysis were metered by events such as sending of SMS messages. The numbers, indicated as [Number] inserted into the slots associated with a given template are directly derivable from the "remaining" value; it can be seen that, with the arrangement shown in Figure 6. the "remaining" value is split into and pence for the money template TI. whilst in relation to template T3, namely that associated with time, the "remaining", is split into minutes and seconds. The skilled person will appreciate that the remaining usage can be transformed into any user understandable form of units, and this transformation can be performed by either the bundle interpreting software 21 or the concatenating software 23.

In addition to building phrases relating to the amount of usage available to a user, the concatenating software 23 is arranged to provide contextual information so that the user knows the time period(s) within which, or next events in relation to which, the usage is available to the user. To this end, the concatenating software 23 is capable of selecting templates and building phrases based thereon specifying this context. Referring to Figure 7, it can be seen that such contextual information is identified from the value of the "next" parameter previously evaluated by the bundle interpreting software 21.

Preferably the concatenating software 23 combines all of the selected and filled templates in order to generate the user understandable representation of the current usage state of the usage scheme. In addition, and referring to Figure 8, the concatenating software 23 can top and tail the selected templates with introductory phrases 801 introducing the type of usage scheme (e.g. by name), setting the scene for specifying the amount left and next event, and specifying when the usage scheme is due to end 803. The combination of completed, or "filled-in", phrases is referred to herein as a completed message.

Most preferably each completed message is an audio message.

The bundle engine 22 repeats these steps for each of the n usage schemes to which the user has subscribed, and, once the user understandable representation corresponding to the or each usage scheme has been created, the representation(s) is/are transmitted, together with identifier n, as packets of data to the voice response system 44. The data are preferably packetised such that each completed message is sandwiched between flags identifying the start and end thereof; these flags enable software running on the voice response system 44 to extract a completed message for playback to the user.

Referring back to Figure 4, in addition to standard IVR components, the voice response system 44 comprises menu generating software 43, which, on the basis of the value of identifier n, dynamically associates completed messages received from the server Si with one or more user-independent and usage scheme-independent pre-recorded audio segments, for playback to the mobile station 8. The output of the menu generating software 43 is a particularly advantageous feature of the system, since it overcomes the problems with prior art IVR units, namely generating long and complex interactive menus that are fixed in composition, and instead generates a message and a small set of menu options on the basis of the number and/or state or types of usage schemes associated with the user.

The functionality of the menu generating software 43 will be described with reference to two example cases, a first in which a user has taken up four usage schemes and a second in which a user has taken up one usage scheme. In both examples it is assumed that the user has phoned up the usage scheme enquiry service and is waiting to hear information in relation to the status of his usage scheme(s).

Referring now to Figure 9. the menu generating software 43 identifies the value of n for the user, and, on the basis of the value of n, selects a processing branch for controlling further processing of the received information.

There might be one or more different processing branches, each offering a particular (and different) interaction experience for the user, and in order to decide which processing branch to select, the value of n is compared with a threshold value, t, which is preselected on the basis of various interaction characteristics such as: attention span of the user; mother tongue of the user; amount and type of information to be delivered to the user; and the like. The threshold value t can be 0,1 or any other integer number For the purposes of illustration it will be assumed that there are two processing branches and that t=l, as portrayed in Figure 9. This means that users who have taken up more than one usage scheme undergo a different interaction experience to that of users who have taken up just one usage scheme.

in the first example the server Si will have returned a value of 4 for n, and accordingly the menu generating software 43 proceeds to step 903 in which the menu generating software 43 selects a pre-recorded introductory phrase and plays the phrase to the user, by means of playback software 45.

The menu software 43 treats each of the completed messages received from the server SI as a black box, and, once extracted, simply passes a completed message to the playback software 45 for playback thereby in accordance with the processing logic outlined in Figure 9. Accordingly, at step 905 the menu software 43 selects a first completed message and plays the phrase to the user, by means of playback software 45. The menu software 43 is responsive to certain specified key inputs from the mobile station 8, more specifically inputs 7, 9 and #, which, respectively, cause the menu software 43 to select a completed message corresponding to a previously played back bundle; to select a completed message corresponding to a next bundle; and to repeat the completed message currently being played back. Each of these selections is subject to various logic checks (e.g. checking that the details being currently played back correspond to the second or higher bundle (else there is no bundle to go back to)). In the absence of any keyed inputs from the mobile station 8, the menu software 43 will pass successively extracted completed messages to the playback software 45, and eventually (i.e. when all completed messages have been played back) play back a pre-recorded tenninating message, at step 907. However, in the event that the mobile station 8 presses either of numbers 7. 9 or # at any point. the input is relayed to terminal 44, and evaluated by menu software 43 as shown in Figure 9; if data corresponding to one of these inputs are received during playback of a given completed message, the menu software 43 can interrupt (effectively cut short) playback of the currently played completed message by sending to. and instructing playing of, a different completed message (previous or next, depending on the input).

In the case of the user having taken up a single usage scheme, the menu generating software 43, at step 901, branches to step 905, causing the menu software 43 to pass the single completed message to the playback software 45 and then play the pre-recorded terminating message, at step 907. In the situation where the server returns a value of one for n. the menu software 43 treats all but the # key input received from the mobile station 8 (via MSC 2) as null inputs, responding to input of the # key by repeating the (only) completed message.

It will be appreciated that a convenient aspect of the invention lies in a limited range ot and standardised functionality associated with, inputs that the user has to use in order to direct playback of information relating to their taken up usage schemes (namely 7, 9 and #). In addition these inputs apply uniformly.

irrespective of the number of usage schemes that the user has taken up, which makes the enquiry service particularly user friendly. Most advantageously, in the event that the user has only one taken up usage scheme, the menu generating software 43 does not transmit unnecessary information that only applies when the user has taken up more than one usage scheme.

Whilst in the embodiments above the server Si is arranged to cooperate with components of a GSM network in order to extract information relating to taken up usage schemes, embodiments of the invention are envisaged to cooperate with components of fixed networks such as the Plain Old Telephone Service (POTS) and other types of mobile networks such as Code Division Multiple Access (CDMA). Universal Mobile Telecommunications System (UMTS), 3G, among others.

Alternatives and Modifications Whilst in the foregoing description, embodiments of the invention describe quantifying remaining bundle usage in terms of money, events or time, bundle usage could additionally or alternatively be quantified in terms of volumes of data being transmitted (e.g. as bytes, octets or number of packets) and/or fraction of usage scheme (e.g. as a percentage). Examples of events in relation to which usage can be quantified according to embodiments of the invention include photo messages, MMS, SMS and video calls and voice calls.

It will be appreciated that the latter two service types could be quantified either as discrete events (e.g. number of calls within a specified period) or as time (duration of calls).

When bundle usage is quantified in terms of money, the bundle engine 22 could include a conversion function, thereby enabling remaining usage to be quantified in different currencies.

Whilst the pre-recorded phrases are shown as being selected from a store of phrases in the English language, the bundle engine 22 could instead have access to a store of pre-recorded phrases in a plurality of languages, and, on the basis of information identifying the configuration of the mobile station 8, select pre-recorded phrases in a language other than English.

Whilst in the above embodiments the bundle engine 22 is described as being arranged to request (or pull") usage information from the SDF 20, the PCF 18 could alternatively be configured to push these data to the server Si in response to certain specified changes to the usage scheme.

Whilst in the above embodiments the menu software 43 is arranged to select a pre-recorded introductory phrase (steps 903, 907) for playback by means of playback software.45, the menu software 43 could alternatively select prestored SMS. MMS or email messages and send selected messages to the mobile station 8, independently of the call. This would advantageously enable the user to visually review the control inputs required to scroll between usage schemes rather than having to remember the same.

Further examples of usage schemes to which embodiments of the invention are applicable include: ring tones usage schemes (the usage scheme specifying, for example, a number of ring tones that the user is entitled to receive during a specified period); and discounts to calls made to specified numbers (the usage scheme specifying, for example, discounts in relation to calls made to particular numbers within a specified period). In addition it is envisaged that embodiments of the invention could apply in respect of usage of items other than communications resources. For example, users coLild take LI usage schemes relating to clothing and foods goods, and access a system configured according to the invention in order to determine how many such items they have received, how many more they are entitled to receive etc. (e.g. a usage scheme could specify that a user is entitled to buy a particular number of clothing items within a period).

Whilst in the above embodiments the bundle engine 22 is described as analysing usage data retrieved from the SDF 20 so as to identify a value for services remaining and to identify a next event relating thereto, it will be appreciated that past usage of the service to which the usage scheme corresponds can also be relayed to the user. The concatenating software 23 could, for example, be arranged to select from a plurality of templates such as those shown in Figure 10 on the basis of type of service to which the usage scheme corresponds; in one arrangement these templates conveniently correspond exactly to the "remainder" templates. The completed message created by concatenating software 23 could then include a filled template in respect of past Lisage.

The embodiments described above apply both to usage schemes that have a finite life (i.e. those for which the applicable periods 303 has a specified end date) and to so-called recurrent usage schemes that, once ended, start again subject to one or more conditions being satisfied (e.g. the user having sufficient balance). In the context of such recurrent usage schemes it will be appreciated that a next event might involve debiting the user's balance, so that the user will want to know both when a next charge event falls due, how much the next charge will be and indeed where the user is within the usage scheme (e.g. "You are in the 2 per month phase of this product. In 3 months you will transfer to the 1.50 per month phase"). Selection of appropriate phrases and templates relating to usage made, remaining, and next events can be identified from FigLires 6, 7 and 10.

In the arrangements described above it is assumed that in the event of there being both a count-based and time-based reset, the count information is used to determine the next and remaining events. However, it will be appreciated that in at least some situations it is preferable to inform the user about the next event in the context of both time remaining and counts remaining.

Turning to Figure 11, this could be achieved by the bundle interpreting software 21 following the logic paths shown therein, so that, in the event that there is both a count-based and time-based reset of the bundle, the next" event includes data identifying both the time and count based criteria. This can be illustrated by means of an example whereby a usage scheme specifies a certain number of SMS messages available until either all of the SMS messages have been sent or a specified date and/or time passes. This might be presented as follows: "You have 23 SMS messages available before returning to the 5p text tariff at or before 10:00 on Tuesday". This essentially tells the user that they will return to the 5p text tariff either when they have used up the remaining 23 texts on this tariff, or at 10:00 on Tuesday, whichever is the sooner. Selection of appropriate templates would then involve selection of both date and quantity based templates; for example the concatenating software 23 could be arranged to simply combine both templates T4 and T5 shown in Figure 7. with the phrase "OR" therebetween.

Implementation Details As described above, the bundle engine software 22 can be implemented on one or a plurality of processing devices, preferably on a plurality of Sunmi server machines. In one arrangement the bundle engine 22 runs on a KabiraTM Infrastructure SwitchTM platform and is embodied as a Kabira application offering a service in the form of a "method" delivered over XML and SOAP, while the server S 1 includes a Kabira/SOAP adapter. Turning now to features of the voice response unit 44, interface software 41 includes a SOAP adapter.

which enables communications between the voice response unit 44 and the server Silo be conducted in accordance with the SOAP protocol. The skilled person will appreciate that communications could alternatively be conducted in accordance with the XML RPC protocol, in which case both the server SI and voice response unit 44 would be equipped with suitably configured interface/adapter components. Alternatively the communication could be conducted using some other protocol that does not use the xml form of data representation. The menu generating software 43 is produced using a configuration tool included as a standard part of the voice response system 44.

The skilled person will appreciate that these platform and programming language selections are preferred and not essential features of the invention.

since any platform and object-oriented or procedural programming language can be used. Furthermore, whilst the bundle interpreting software 21. concatenating software 23 and menu generating software 43 are described as being embodied as discrete software entities, it will be appreciated that each said software component could instead comprise a plurality of software components which interact to provide the functionality described above. Alternatively all of the software components could be combined to form a single software application that could, for example, run on the voice response system 44.

The above embodiments are to be understood as illustrative examples of the invention. It is to be understood that any feature described in relation to any one embodiment may be used alone, or in combination with other features described, and may also be used in combination with one or more features of any other of the embodiments, or any combination of any other of the embodiments. Furthermore, equivalents and modifications not described above may also be employed without departing from the scope of the invention, which is defined in the accompanying claims.

Claims (30)

1. Claims 1. A voice response system for use in providing, during a

   telephone call, information relating to two or more usage schemes taken up by a user, each usage scheme being associated with usage of a communications service requested by the user in a communications network, the communications network providing users with access to a plurality of optional usage schemes and storing data identifying optional usage schemes to which individual users have taken up access, the voice response system being responsive to a specified input so as to communicate information relating to usage of each said taken up usage scheme.
2. 2. A voice response system according to claim I, wherein the voice response system is arranged to receive, during said telephone call, data indicative of current usage of each said taken up usage scheme, and, responsive thereto, to communicate usage information relating to each usage scheme.
3. 3. A voice response system according to claim 2, wherein the voice response system is arranged to successively communicate information relating to said two or more usage schemes during said telephone call.
4. 4. A voice response system according to any one of the preceding claims, wherein the voice response system is responsive to a set of control inputs received from the user during communication of information relating to a given taken up usage scheme so as to communicate information relating to a different taken up usage scheme, said set comprising one or more control inputs.
5. 5. A voice response system according to claim 4, wherein the set of control inputs communicated in respect of a first group of taken up usage schemes is different from the set of control inputs communicated in respect of a second group of taken up usage schemes.
6. 6. A voice response system according to claim 5, wherein the first group of taken up usage schemes includes one taken up usage scheme and the second group of taken up usage schemes includes two or more taken up usage schemes.
7. 7. A voice response system according to claim 5 or claim 6, wherein at least one of the control inputs is common to said sets of control inputs.
8. 8. A voice response system according to any one of claim 4 to claim 7, the voice response system being arranged to deliver a message specifying said set of control inputs to the user during the telephone call, wherein selection of said message is dependent on the number of taken up usage schemes.
9. 9. A voice response system according to claim 8, wherein the message is delivered independently of the telephone call.
10. 10. A voice response system according to any one of the preceding claims, wherein the voice response system is arranged to receive, from a processing system, data indicative of the number of taken up usage schemes.
11. 11. A voice response system according to any one of the preceding claims, wherein the voice response system is arranged to receive a user understandable representation of current usage of a taken up usage scheme from a processing system, the voice response system including speech means arranged to verbalise the user understandable representation during said telephone call.
12. 12. A voice response system according to any one of the preceding claims, wherein the specified input includes data identifying the user.
13. 13. A method of creating a user understandable representation of a usage state of two or more usage schemes taken up by a user, each usage scheme being associated with usage of a communications service requested by the user in a communications network, the communications network providing users with access to a plurality of optional usage schemes and storing data identifying optional usage schemes to which individual users have taken up access and usage criteria for each of said plurality of optional usage schemes.

    said usage criteria defining characteristics of a communications service to which a respective usage scheme may be applied, the method comprising the steps ot retrieving first and second data, from the network, indicative of actual usage of a first and second communications service for which the user has taken up a first and second usage scheme respectively; processing the first retrieved data and first usage criteria associated with the first taken up usage scheme in accordance with a usage algorithm so as to construct a user understandable representation of a usage state of the first taken up usage scheme: and processing the second retrieved data and second usage criteria associated with the second taken up usage scheme in accordance with the usage algorithm so as to construct a user understandable representation of the second taken up usage scheme.
14. 14. A method according to claim 13, in which the first and second usage criteria include temporal conditions associated with usage of said first and second communications service and the usage algorithm processes each of the first and second retrieved data so as to evaluate a duration remaining for each respective taken up usage scheme.
15. 15. A method according to claim 13 or claim 14, in which the first and second usage criteria include quantity of usage of said first and second communications service and the usage algorithm processes each of the first and second retrieved data so as to evaluate an amount of communications service remaining for each respective taken up usage scheme.
16. 16. A method according to claim 14 or claim 15 dependent on claim 14, including associating the duration and/or quantity remaining of each respective taken up usage scheme with a phrase introducing the same so as to generate respective first and second audio-generated segments.
17. 17. A method according to claim 16, including selecting said phrase on the basis of the type of usage from a store of selectable phrases.
18. 18. A method according to any one of claim 13 to claim 17, in which the usage algorithm processes the first and second retrieved data so as to identify a forthcoming event associated with each respective first and second taken up usage scheme.
19. 19. A method according to any one of claim 13 to claim 18, in which, for each of the first and second retrieved data, the usage algorithm processes the retrieved data so as to identify a first and second plurality of forthcoming events, each of the first and second plurality being associated with a specified time and/or quantity of usage.
20. 20. A method according to claim 18 or claim 19, including associating the, or each, identified forthcoming events associated with a respective taken up usage scheme with phrases indicative of the same so as to generate respective third and fourth audio-generated segments.
21. 21. A method according to claim 20, including selecting said phrases indicative of the first and second identified forthcoming events from a store of

    selectable phrases.
22. 22. A method according to claim 20 or claim 21 dependent on claim 16, including concatenating said audio-generated segments so as to generate said user understandable representation of the usage state.
23. 23. A method according to any one of claim 20 to claim 22. in which the algorithm evaluates the first and second duration and/or quantity remaining of each respective first and second usage scheme before identifying the first and second forthcoming event.
24. 24. A method according to claim 23, including associating the first and second retrieved data indicative of actual usage of the first and second communications services with phrases indicative of the same so as to generate further audio-generated segments.
25. 25. A method according to any one of claim 13 to claim 24. in which at least sonie said optional usage schemes specify an amount of network resources for use within a specified time period.
26. 26. A processing system for creating a user understandable representation of a usage state of two or more usage schemes taken up by a user, each usage scheme being associated with usage of a communications service requested by the user in a communications network, the communications network providing users with access to a plurality of optional usage schemes and having a storage system for storing data identifying optional usage schemes to which individual users have taken up access and usage criteria for each of said plurality of optional usage schemes, said usage criteria defining characteristics of a communications service to which a respective usage scheme may be applied, the processing system comprising retrieval means for retrieving first and second data indicative of actual usage of first and second communications services for which the user has taken up respective first and second usage schemes, wherein the processing system is arranged to process the first retrieved data and first usage criteria associated with the first taken up usage scheme in accordance with a usage algorithm, and to process the second retrieved data and second usage criteria associated with the second taken up usage scheme in accordance with the usage algorithm so as to construct a user understandable representation of usage states of the first and second taken up usage schemes.
27. 27. A voice response system for use in providing information relating to two or more usage schemes taken up by a user, each usage scheme being associated with usage of a communications service requested by the user in a communications network, the communications network providing users with access to a plurality of optional usage schemes and storing data identifying optional usage schemes to which individual users have taken up access, the voice response system comprising: call monitoring means arranged to monitor a telephone call for input from the subscriber; a processing system arranged to create a menu of selectable options for use in requesting data indicative of a state of said at least two taken up usage schemes, wherein the processing system is responsive to input identifying the user so as to perform said menu creation, and the call monitoring means is responsive to requests. during the telephone call, so as to retrieve said data indicative of the state of two or more said taken up usage schemes, each said request relating to one selectable option on the menu.
28. 28. A voice response system according to claim 27, wherein the menu comprises a set of selectable options, said set of selectable options in respect of a first group of one or more taken up usage schemes being different from the set of selectable options in respect of a second group of a different number of taken up usage schemes.
29. 29. A voice response system according to claim 28 or claim 29, wherein the options enable the user to enter control inputs indicative of requests for data relating to different usage schemes.
30. 30. A voice response system for use in providing, during a telephone call, information relating to two or more usage schemes taken up by a user, each usage scheme being associated with usage of items requested by the user, the communications network providing users with access to a plurality of optional usage schemes and storing data identifying optional usage schemes to which individual users have taken up access, the voice response system being responsive to a specified input so as to communicate information relating to usage of each said taken up usage scheme.