US20080181371A1 - Systems and Methods for Producing Build Calls - Google Patents

Systems and Methods for Producing Build Calls Download PDF

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Publication number
US20080181371A1
US20080181371A1 US12/022,723 US2272308A US2008181371A1 US 20080181371 A1 US20080181371 A1 US 20080181371A1 US 2272308 A US2272308 A US 2272308A US 2008181371 A1 US2008181371 A1 US 2008181371A1
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Prior art keywords
call
information
called person
person
subsequent
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US12/022,723
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English (en)
Inventor
Lucas Merrow
Alexandra Drane
Ivy Krull
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Eliza Corp
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Eliza Corp
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Priority to US12/022,723 priority Critical patent/US20080181371A1/en
Assigned to ELIZA CORPORATION reassignment ELIZA CORPORATION ASSIGNMENT OF ASSIGNORS INTEREST (SEE DOCUMENT FOR DETAILS). Assignors: DRANE, ALEXANDRA, KRULL, IVY, MERROW, LUCAS
Assigned to ELIZA CORPORATION reassignment ELIZA CORPORATION ASSIGNMENT OF ASSIGNORS INTEREST (SEE DOCUMENT FOR DETAILS). Assignors: MERROW, LUCAS
Publication of US20080181371A1 publication Critical patent/US20080181371A1/en
Assigned to SILICON VALLEY BANK, AS ADMINISTRATIVE AGENT reassignment SILICON VALLEY BANK, AS ADMINISTRATIVE AGENT SECURITY AGREEMENT Assignors: ELIZA CORPORATION, ELIZA HOLDING CORP., ELIZALIVE, INC.
Assigned to SILICON VALLEY BANK, AS ADMINISTRATIVE AGENT reassignment SILICON VALLEY BANK, AS ADMINISTRATIVE AGENT CORRECTIVE ASSIGNMENT TO CORRECT THE APPLICATION NUMBER PREVIOUSLY RECORDED AT REEL: 028374 FRAME: 0586. ASSIGNOR(S) HEREBY CONFIRMS THE SECURITY AGREEMENT. Assignors: ELIZA CORPORATION, ELIZA HOLDING CORP., ELIZALIVE, INC.
Assigned to ELIZA CORPORATION, ELIZA HOLDING CORP., ELIZALIVE, INC. reassignment ELIZA CORPORATION RELEASE BY SECURED PARTY (SEE DOCUMENT FOR DETAILS). Assignors: SILICON VALLEY BANK, AS ADMINISTRATIVE AGENT
Assigned to CITIBANK, N.A., AS COLLATERAL AGENT reassignment CITIBANK, N.A., AS COLLATERAL AGENT SECURITY INTEREST (SEE DOCUMENT FOR DETAILS). Assignors: ELIZA CORPORATION
Priority to US15/840,865 priority patent/US10536582B2/en
Assigned to ELIZA CORPORATION reassignment ELIZA CORPORATION RELEASE BY SECURED PARTY (SEE DOCUMENT FOR DETAILS). Assignors: CITIBANK, N.A.
Abandoned legal-status Critical Current

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M11/00—Telephonic communication systems specially adapted for combination with other electrical systems
    • H04M11/10—Telephonic communication systems specially adapted for combination with other electrical systems with dictation recording and playback systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/36—Memories
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2011—Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/46—Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends

Definitions

  • the present disclosure relates generally to automated telephone calling techniques and, and more particularly, to methods and systems used to capture specific responses from an initial automated telephone conversation and using that data to build or create a more personal and intelligent future interactions with the person involved with the initial telephone call.
  • Vowels and consonants are phonemes and have many different characteristics, depending on which components of human speech are used. The position of a phoneme in a word has a significant effect on the ultimate sound generated. A spoken word can have several meanings, depending on how it is said. Linguists have identified allophones as acoustic variants of phonemes and use them to more explicitly describe how a particular word is formed.
  • Automated telephone calls that use speech recognition are a cost effective method of engaging large populations; organizations use this methodology to reach out to thousands of people in a single day.
  • the present disclosure addresses the limitations and problems noted previously for prior art automated phone call techniques by providing methods and systems for capturing specific responses from an initial automated telephone conversation and using that data to build or create a more personal and intelligent subsequent interaction with the person involved with the initial telephone call.
  • a primary purpose of any such subsequent “build calls” includes that information conveyed or acquired during a previous or initial call or information concerning an action (or lack thereof) requested during a previous or initial call is utilized (or built upon) for a subsequent call.
  • An embodiment of the present disclosure includes a method of creating an engaging and intelligent series of speech-activated telephone calls, where a follow-up conversation with an individual builds upon responses gathered from a previous call that the system conducted with that person.
  • An initial telephone call can be made or conducted to a call recipient or targeted person. Information can be gathered or received from that person during the initial call and saved for subsequent use.
  • One or more subsequent calls can be made to the same person, with the one or more subsequent calls being built with or incorporating information received from the called person during the initial call.
  • An automated system can be used to make the initial call and/or the subsequent call as well as for recording responses of the called person.
  • Another embodiment of the present disclosure includes a system configured to initiate and conduct (hold) initial and/or subsequent calls to one or more targeted people over a telephone system.
  • the system can produce spoken voice prompts for telephony-based informational interaction.
  • the system can record responses given during an initial call.
  • the information recorded by the system can be used for one or more subsequent calls, or build calls, to the same individual(s).
  • Each subsequent call can incorporate or be based (or built) on information gathered from the called person during the previous call(s), forming a so-called “build call”.
  • the system can include an automated calling system, a storage system/medium, and a speech recognition system.
  • the speech recognition system can be speaker-independent so that it does not require any voice training by the individual call recipients.
  • FIG. 1 depicts a flow chart according to an exemplary embodiment of the present disclosure
  • FIG. 2 depicts a flow chart according to an exemplary embodiment of the present disclosure
  • FIG. 3 depicts further method portions in accordance with exemplary embodiments of the present disclosure.
  • FIG. 4 depicts a diagrammatic view of a system in accordance with an exemplary embodiment of the present disclosure.
  • aspects and embodiments of the present disclosure are directed to techniques, including methods and systems, for creating an engaging and intelligent series of speech-activated telephone calls, where a follow-up conversation with an individual builds upon responses gathered from a previous call the system conducted with that person.
  • Embodiments of the present disclosure provide for successive automated calls that are personalized, context-sensitive, and thus life-like.
  • a primary purpose of any such subsequent “build calls” includes that information conveyed or acquired during a previous or initial call or information concerning an action (or lack thereof) requested during a previous or initial call is utilized (or built upon) for a subsequent call.
  • automated telephone calls that use speech recognition are a cost effective method of engaging large populations; organizations use this methodology to reach out to thousands of people in a single day.
  • embodiments of the present disclosure utilize a unique approach that includes “remembering” past interactions and intelligently using that information to engage someone in a subsequent follow-up conversation. Such building on an initial conversation does not require the caller to access a record created on a past call, even if the person is calling inbound to engage in the second conversation. Rather, embodiments of the present disclosure include the ability to dynamically recognize an inbound or outbound caller and share relevant information based upon the last time the system “spoke” (e.g., interacted) with them.
  • FIG. 1 depicts a flow chart according to an exemplary embodiment of the present disclosure.
  • An initial telephone call can be designed and conducted to engage individuals, as described at 102 .
  • Information or data can be gathered from the individual during the initial call, as described at 104 .
  • One or more subsequent calls can be designed for the called person, with the subsequent call(s) building upon and utilizing information from the previous conversation of the initial call, as described at 106 .
  • the subsequent calls can be inbound or outbound calls, i.e., the initially called person can make or receive the subsequent build call(s).
  • each called person can be recognized, as described at 108 .
  • the called person e.g., caller
  • that recognition can be conveyed to the caller, as described at 110 .
  • the called person can be engaged in a personal and intelligent conversation based upon past interactions with that person (and his/her responses).
  • FIG. 2 depicts a flow chart according to an exemplary embodiment of the present disclosure.
  • An automated system can be used to convey voice prompts to the called person during an initial call, as described at 202 .
  • an automated system can be used to convey voice prompts to the called person during one or more subsequent calls (inbound or outbound), as described at 204 .
  • responses to specific questions posed during the initial call can be stored and/or processed, e.g., by a voice recognition system, as described at 206 .
  • Information and/or data from the initial call can be taken and used to build or schedule a subsequent call, as described at 208 .
  • FIG. 3 depicts further method portions in accordance with exemplary embodiments of the present disclosure.
  • An automated system e.g., as described for FIG. 4 , may be used to place an initial call to a called/targeted person, as described at 302 .
  • an automated system may be used to place one or more subsequent calls to the called/targeted person, as described at 304 .
  • information about the called/targeted person from an external data source can be used for one or more subsequent calls to that person, as described at 306 .
  • the external data or information can be used in conjunction with the information/data gathered during the initial call.
  • news alerts and/or other information may be conveyed to the called person during a subsequent call, as described at 308 .
  • the external data source can include insurance claim data, census demographic data, consumer purchase data, community service information, police alerts, commuter system information, and the like.
  • the follow-up call builds on a past conversation by referring to a prior call, referencing information the person shared in the earlier call, and cuing up specific questions based upon an individual's response to a question in the past, all of which approximate a live conversation between two human beings.
  • FIG. 4 depicts a diagrammatic view of a system 400 in accordance with an exemplary embodiment of the present disclosure.
  • System 400 can be used in conjunction with methods of the present disclosure, e.g., as shown and described for FIGS. 1-3 , and can include an automated subsystem 412 that includes an automated telephone calling system 414 and a speech recognition system 416 .
  • System 400 can include a called party telephone 418 , and a storage system 420 , as shown.
  • Storage system 420 can include any suitable voice recording device and/or voice recording media, e.g., magnetic tape, flash memory, etc. for recording information from the called person during an initial call and/or subsequent build calls.
  • the automated telephone calling system 414 can be of any suitable kind, and may include a personal computer, although a main frame computer system can also (or alternatively) be used. All of the components of telephone calling system 414 can reside on a particular computer system, thus enabling the system to independently process data received from a respondent in the manner described below. Alternatively, the components of system 414 may be included in different systems that have access to each other via a LAN or similar network. For example, the automated telephone calling device 414 may reside on a server system that is configured to receive the audio response from a telephone 418 and transmit the response to the speech recognition device 416 .
  • the automated telephone calling system 414 may also include a network interface that facilitates receipt of audio information by any of a variety of networks, such as telephone networks, cellular telephone networks, the Web, Internet, local area networks (LANs), wide area networks (WANs), private networks, virtual private networks (VPNs), intranets, extranets, wireless networks, and the like, or some combination thereof.
  • the automated subsystem 412 may be accessible by any one or more of a variety of input devices capable of communicating audio information. Such devices may include, but are not limited to, a standard telephone or cellular telephone 418 .
  • automated telephone calling system 414 can include a database of persons to whom the automated subsystem 412 is capable of initiating telephone calls, a telephone number associated with each person and a recorded data file that includes the target person's name. Such automated telephone calling devices are known in the art. As is described below, the automated telephone calling system 414 is capable of initiating a telephone call to a target person and playing a prerecorded greeting prompt, asking for the target person, and/or other voice prompts and then recording responses of the called/target person. System 414 can then interact with speech recognition system 416 to analyze responses received from the person on telephone 418 . The automated subsystem 412 can also respond to an inbound call from (directly or indirectly) the initially called person.
  • Speech recognition system 416 can function as an automated system on which a speech recognition application, including a series of acoustic outputs or voice prompts, which can comprise queries about a particular topic, are programmed so that they can be presented to a respondent, preferably by means of a telephonic interaction between the querying party and the respondent.
  • a speech recognition application may be any interactive application that collects, provides, and/or shares information, or that is capable of such.
  • the speech recognition system can be speaker-independent so that it does not require any voice training by the individual call recipients.
  • Exemplary embodiments of systems and methods of the present disclosure can include that it isn't just healthcare or health plan information that is gathered—it could be personal information like language preference, time of day for a call, thoughts on a program, planned behavior that relates to health or other life events.
  • a news alert of a subsequent call can provide community event information—examples include local health clinics, seminars, etc.
  • a build call can be centered on or based upon the absence of a response. For example, it could be that an attempt was made to contact someone, they didn't call back in or take the action requested in the initial call (which lack action could be ascertained or known from external data); this knowledge could be utilized in the build call.
  • External data section can include publicly available data, e.g., from the Behavioral Risk Factor Surveillance System (BRFSS) of the National Center for Chronic Disease Prevention and Health Promotion (i.e., the public health data gathered through the CDC and state Public Health departments). Additionally, cultural indicator data, such as demographics linking a person to a particular culture may also be utilized.
  • BFSS Behavioral Risk Factor Surveillance System
  • cultural indicator data such as demographics linking a person to a particular culture may also be utilized.
  • a speech application may be any of a group of interactive applications, including consumer survey applications; Web access applications; educational applications, including computer-based learning and lesson applications and testing applications; screening applications; consumer preference monitoring applications; compliance applications, including applications that generate notifications of compliance related activities, including notifications regarding product maintenance; test result applications, including applications that provide at least one of standardized tests results, consumer product test results, and maintenance results; and linking applications, including applications that link two or more of the above applications.
  • Embodiments according to the present disclosure may also be used with or implement specifically constructed voice prompts having specifically constructed speech parameters, such as those disclosed in U.S. patent application Ser. No. 12/020,217 filed 25 Jan. 2008, entitled “Systems and Techniques for Producing Spoken Voice Prompts,” assigned to the assignee of the subject disclosure; the entire content of which is incorporated herein by reference.
  • Embodiments of the present disclosure can provide advantages relative to prior art automated phone techniques, as described herein.
  • Embodiments can be utilized to build more personal and engaging subsequent interactions, can be utilized on outbound, as well as inbound calls and can simulate a human being's ability to listen, remember and refer to past conversations, making the automated telephone calls more interactive and effective.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
US12/022,723 2007-01-30 2008-01-30 Systems and Methods for Producing Build Calls Abandoned US20080181371A1 (en)

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US12/022,723 US20080181371A1 (en) 2007-01-30 2008-01-30 Systems and Methods for Producing Build Calls
US15/840,865 US10536582B2 (en) 2007-01-30 2017-12-13 Systems and methods for producing build calls

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US89835107P 2007-01-30 2007-01-30
US12/022,723 US20080181371A1 (en) 2007-01-30 2008-01-30 Systems and Methods for Producing Build Calls

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EP (1) EP2108158B1 (fr)
JP (1) JP2010517450A (fr)
CA (1) CA2675042A1 (fr)
WO (1) WO2008095002A1 (fr)

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