WO1999044345A2 - Controlling navigation paths of a speech-recognition process - Google Patents
Controlling navigation paths of a speech-recognition process Download PDFInfo
- Publication number
- WO1999044345A2 WO1999044345A2 PCT/US1999/004747 US9904747W WO9944345A2 WO 1999044345 A2 WO1999044345 A2 WO 1999044345A2 US 9904747 W US9904747 W US 9904747W WO 9944345 A2 WO9944345 A2 WO 9944345A2
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- nodes
- speech
- actions
- computer program
- prompts
- Prior art date
Links
- 238000000034 method Methods 0.000 title claims abstract description 46
- 230000008569 process Effects 0.000 title claims abstract description 27
- 230000004044 response Effects 0.000 claims abstract description 19
- 238000004590 computer program Methods 0.000 claims abstract description 14
- 238000010586 diagram Methods 0.000 description 5
- 230000006870 function Effects 0.000 description 3
- 230000006399 behavior Effects 0.000 description 2
- 230000008676 import Effects 0.000 description 2
- 230000004075 alteration Effects 0.000 description 1
Classifications
-
- 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
- H04M3/4936—Speech interaction details
-
- 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
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
-
- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
-
- 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
Definitions
- the invention facilitates control of navigation paths in a
- the invention organizes the prompts, actions, and speech elements in a
- a user can alter the navigation paths in the
- Embodiments may include one or more of the following features. Altering
- the navigation paths can be done by interacting with a graphical user interface.
- the user can edit the position of a node in the hierarchical list by a drag and drop
- the prompts, actions, and speech elements can be any suitable prompts, actions, and speech elements.
- the user may also be presented with a display of hierarchically included
- nodes of a selected group node in a separate list of hierarchically included nodes are nodes of a selected group node in a separate list of hierarchically included nodes.
- the user may be able to collapse or expand group nodes to alter the display of the
- the speech-recognition process can be a call routing process.
- routing process can include forwarding calls to phone extensions or playing
- Advantages may include one or more of the following.
- call flow management Further, the ability to process call flow based on hierarchical data can not only help callers reach an appropriate extension but can
- the invention may be implemented in hardware or software, or a
- the technique is implemented in computer
- memory and/or storage elements at least one input device, and at least one
- Program code is applied to data entered using the input device to
- output information is applied to one or more output devices.
- Each program is preferably implemented in a high level procedural or
- object oriented programming language to communicate with a computer system.
- programs can be implemented in assembly or machine language, if
- the language may be compiled or interpreted language.
- Each such computer program is preferably stored on a storage medium or
- ROM or magnetic diskette that is readable by a general or special
- FIGS. 1A-1D are diagrams illustrating autoattendant functions.
- FIG. 2 is a diagram of a computer platform that includes autoattendant
- FIG. 3 is a diagram of autoattendant components.
- FIG. 4 is a diagram of table interrelations in an autoattendant relational
- FIG. 5 is a diagram of hierarchy records.
- FIG. 6 is a flowchart illustrating the relationship between hierarchically
- FIG. 7 is a screen display of a graphical user interface (GUI) that manages GUI.
- GUI graphical user interface
- FIGS. 8A-8D are screen displays of autoattendant GUI dialogs.
- an autoattendant configuration 10 forwards
- the autoattendant 24 can ask a caller questions
- the autoattendant 24 instructs the switch 20 to connect the incoming call 12 with the
- extensions 16 and 18 may be phones of employees in a sales department 26. If
- the autoattendant 24 can ask a caller which department they would like to reach.
- the autoattendant 24 can either forward
- the autoattendant 24 can also process calls
- employee 14 needs to talk with another employee in a particular department 26.
- the autoattendant 24 can analyze the caller's responses to questions.
- the autoattendant 24 can perform
- the autoattendant 24 can play speech files of
- an autoattendant 24 can include a computer system
- processor 36 that includes a processor 36, memory 34, and other components such as bus
- the computer platform 24 includes a standard PC
- a type keyboard 28 a pointing device such as a mouse 30, and a monitor 27.
- computer system 32 includes a mass storage element 38 such as a CD, floppy disk, hard disk, etc.
- the computer system 32 receiving incoming calls through a
- Mass storage element 32 includes autoattendant management software 40,
- the management software handles voice user interface (VUI) software 42.
- VUI voice user interface
- GUI graphical user interface
- the VUI 42 processes incoming
- data 44 includes different relational databases 50 and
- database 50 and 52 corresponds to a different call flow and produces different
- Prompt files 54 and 58 include indexed signal information used by the
- VUI 42 to produce autoattendant speech. For example, after accessing a relational
- the VUI 42 may retrieve
- prompt file 54 or 58 information needed to produce a particular prompt e.g.,
- Prompt files 54 and 58 can include both
- Grammar files 56 and 60 include indexed signal information that
- the VUI 42 can access a relational database 50 or 52 to determine how the
- autoattendant should respond (e.g., forwarding the call to an extension or playing
- Compiling software 64 produces grammar files 56 and 60 from relational
- database 50 and 52 records. Compiling can occur either incrementally, en masse
- the management software 40 service manager 66 enables a manager to
- incoming channels 62 For example, a business may have a set of phone
- the VUI 42 can
- each relational database such as database 50,
- the configuration includes a call flow configuration (configuration) record 64.
- the configuration includes a call flow configuration (configuration) record 64.
- record 64 stores data describing general parameters such as the type of switch
- the configuration record 64 can also store information that indicates normal business hours, holidays, and an extension (e.g., voice mail or an
- the configuration record 64 also stores a configuration type identifier that
- the VUI 42 can list the names of people in that
- Each relational database 50 includes a table of hierarchy records 66.
- each hierarchy record 66 describes a node in a hierarchy
- a node can be a group node 26, 130, 132, 134, or a terminal node.
- a terminal can be a group node 26, 130, 132, 134, or a terminal node.
- node can represent an extension 14, 16, 18, 24, 140, a speech file 136, 138, or a
- 130, 132, 134 can hierarchically include (i.e., parent) any of the other node types.
- a hierarchy table 66 record includes a unique
- a name detail table 70 record includes an
- VUI 42 can use to forward an incoming packet
- a group detail table 72 record includes a group name, but does not include
- a pronunciation table 74 describes words in both the name detail 70 (e.g.,
- group detail 72 e.g., the name of the group
- a name of "John Doe” contains two words and is represented by two
- process (64 in FIG. 3) stores the collected phonemes as an entry in a grammar file
- the VUI 42 finds j-ah-n in a grammar file and searches the relational database 50 hierarchy table 66 for the corresponding hierarchy 66
- the VUI 42 can forward the
- the VUI 42 can play the speech
- the VUI 42 can play a
- group-level prompt to further query a caller.
- the management system 40 can import data into a database 50 from a
- a manager supplies an appropriate ODBC driver.
- the autoattendant can load each data source record into hierarchy 66, name
- the manager can also specify
- the database 50 also includes data that controls the prompts the VUI 42
- the autoattendant data 44 includes pre-recorded prompts for
- the prompts correspond to caller navigation to different hierarchy nodes (records).
- navigating to a configuration node 64 can trigger a message telling a
- 134 can trigger a group prompt telling a caller to choose a particular employee or
- Each node can have several associated prompts.
- VUI 42 can choose prompts based on caller behavior. For example, the VUI 42
- the template prompt table 73 stores references to
- pre-recorded prompts in a prompt file A manager can record over a pre-recorded
- prompt table 75 record that references a different prompt in the prompt file.
- the VUI 42 first checks the prompt table 75 for a prompt record
- the VUI 42 can then retrieve
- call flow follows the hierarchy defined in the
- the VUI 42 positions the caller at the
- each node has an associated set of prompts.
- the VUI 42
- the VUI 42 plays a prompt for the caller's current node position (112) based on caller behavior (e.g., how many times the caller a visited the same node).
- caller behavior e.g., how many times the caller a visited the same node.
- the VUI 42 identifies a hierarchy table 66 record that
- a name record i.e., a
- the autoattendant can forward the call (120). If
- the VUI 42 advances the caller to
- the management software 40 includes a graphical user interface (GUI) 84
- MFC Microsoft Foundation Class
- the GUI 84 provides a manager with the
- the GUI 78 is to providing an intuitive relational database management system.
- Hierarchical list display 90 includes a hierarchical list display 90, and a display of hierarchically included
- nodes 92 of a selected group in the hierarchical list display 90 are nodes 92 of a selected group in the hierarchical list display 90.
- the hierarchical list display 90 shows an outline of call flow as embodied
- the hierarchical list display 90 lists the names of the
- Hierarchical list display 90 shows nodes included in a particular node.
- Hierarchical list display 90 expands the hierarchical list display 90 to show nodes
- node 96 produces a hierarchical list display 90 that includes listings of included
- Closing e.g.,
- node 96 would conceal group nodes 95 from display on the hierarchical list
- a manager can manipulate groups from the hierarchical list display 90.
- a manager can add and delete groups nodes from a configuration.
- the hierarchical list display 90 also offers a "drag-and-drop" capability. For
- a manager can drag a selected group into another group. Doing so, alters
- the hierarchically included node display 92 shows the contents of a
- selected hierarchical list display 90 element For example, selecting a group node
- the display 92 can include node
- the display 92 can further display information (e.g., name, extension, or remarks).
- the display 92 can further display information (e.g., name, extension, or remarks).
- management information about each node For example, if an employee
- the display 92 can indicate this by
- a manager can sort the
- a manager can add, delete, and edit display 92 elements.
- a manager can add, delete, and edit display 92 elements.
- management system 40 alters database contents based on these actions. This
- GUI dialogs provide easy management of
- manager can edit information in dialog fields that describe a configuration record.
- a manager can alter the configuration level prompt messages issued by the VUI 42 in response to events caused by navigation to a configuration node
- the management software further records - when
- GUI presents a manager with a "Keep changes made" dialog
- group node information can alter the node's description in the hierarchy table
- management system 40 conceals this cascade of database changes from a
- selecting a name node produces a name properties
- dialog In this dialog, a manager can alter an employee's extension or alter the
- a manager can record a pronunciation of the employee's name or let the
- management software 40 also allows individual employees to remotely (i.e., from
Landscapes
- Engineering & Computer Science (AREA)
- Human Computer Interaction (AREA)
- Computational Linguistics (AREA)
- Health & Medical Sciences (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Navigation (AREA)
Abstract
Description
Claims
Priority Applications (4)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
KR1020007009503A KR20010086258A (en) | 1998-02-27 | 1999-03-01 | Controlling navigation paths of a speech-recognition process |
JP2000533989A JP2002505556A (en) | 1998-02-27 | 1999-03-01 | Controlling the course of the speech recognition process |
EP99911100A EP1057317A2 (en) | 1998-02-27 | 1999-03-01 | Controlling navigation paths of a speech-recognition process |
AU29826/99A AU2982699A (en) | 1998-02-27 | 1999-03-01 | Controlling navigation paths of a speech-recognition process |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US3226698A | 1998-02-27 | 1998-02-27 | |
US09/032,266 | 1998-02-27 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO1999044345A2 true WO1999044345A2 (en) | 1999-09-02 |
WO1999044345A3 WO1999044345A3 (en) | 1999-10-21 |
Family
ID=21864005
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/US1999/004747 WO1999044345A2 (en) | 1998-02-27 | 1999-03-01 | Controlling navigation paths of a speech-recognition process |
Country Status (5)
Country | Link |
---|---|
EP (1) | EP1057317A2 (en) |
JP (1) | JP2002505556A (en) |
KR (1) | KR20010086258A (en) |
AU (1) | AU2982699A (en) |
WO (1) | WO1999044345A2 (en) |
Cited By (1)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN110297616A (en) * | 2019-05-31 | 2019-10-01 | 百度在线网络技术(北京)有限公司 | Talk about generation method, device, equipment and the storage medium of art |
Families Citing this family (1)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
KR20020023294A (en) * | 2002-01-12 | 2002-03-28 | (주)코리아리더스 테크놀러지 | GUI Context based Command and Control Method with Speech recognition |
Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0317480A2 (en) * | 1987-11-19 | 1989-05-24 | International Business Machines Corporation | Graphical menu tree |
WO1993006680A1 (en) * | 1991-09-24 | 1993-04-01 | Active Voice Corporation | Configurable telephone interface for electronic devices |
US5414809A (en) * | 1993-04-30 | 1995-05-09 | Texas Instruments Incorporated | Graphical display of data |
US5493606A (en) * | 1994-05-31 | 1996-02-20 | Unisys Corporation | Multi-lingual prompt management system for a network applications platform |
WO1996016500A1 (en) * | 1994-11-22 | 1996-05-30 | Voysys Corporation | Voice response system with programming language extension |
-
1999
- 1999-03-01 AU AU29826/99A patent/AU2982699A/en not_active Abandoned
- 1999-03-01 KR KR1020007009503A patent/KR20010086258A/en not_active Application Discontinuation
- 1999-03-01 EP EP99911100A patent/EP1057317A2/en not_active Withdrawn
- 1999-03-01 WO PCT/US1999/004747 patent/WO1999044345A2/en not_active Application Discontinuation
- 1999-03-01 JP JP2000533989A patent/JP2002505556A/en active Pending
Patent Citations (5)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0317480A2 (en) * | 1987-11-19 | 1989-05-24 | International Business Machines Corporation | Graphical menu tree |
WO1993006680A1 (en) * | 1991-09-24 | 1993-04-01 | Active Voice Corporation | Configurable telephone interface for electronic devices |
US5414809A (en) * | 1993-04-30 | 1995-05-09 | Texas Instruments Incorporated | Graphical display of data |
US5493606A (en) * | 1994-05-31 | 1996-02-20 | Unisys Corporation | Multi-lingual prompt management system for a network applications platform |
WO1996016500A1 (en) * | 1994-11-22 | 1996-05-30 | Voysys Corporation | Voice response system with programming language extension |
Cited By (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN110297616A (en) * | 2019-05-31 | 2019-10-01 | 百度在线网络技术(北京)有限公司 | Talk about generation method, device, equipment and the storage medium of art |
CN110297616B (en) * | 2019-05-31 | 2023-06-02 | 百度在线网络技术(北京)有限公司 | Method, device, equipment and storage medium for generating speech technology |
Also Published As
Publication number | Publication date |
---|---|
WO1999044345A3 (en) | 1999-10-21 |
KR20010086258A (en) | 2001-09-10 |
AU2982699A (en) | 1999-09-15 |
JP2002505556A (en) | 2002-02-19 |
EP1057317A2 (en) | 2000-12-06 |
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