WO2001080221A9 - Systeme et procede pour l'interfacage de telephones a des site internet - Google Patents

Systeme et procede pour l'interfacage de telephones a des site internet

Info

Publication number
WO2001080221A9
WO2001080221A9 PCT/US2001/040461 US0140461W WO0180221A9 WO 2001080221 A9 WO2001080221 A9 WO 2001080221A9 US 0140461 W US0140461 W US 0140461W WO 0180221 A9 WO0180221 A9 WO 0180221A9
Authority
WO
WIPO (PCT)
Prior art keywords
information
server
user
module
web site
Prior art date
Application number
PCT/US2001/040461
Other languages
English (en)
Other versions
WO2001080221A8 (fr
WO2001080221A2 (fr
Inventor
Neal Bernstein
Peter Clark
Scott Thompson
Alex Baumeige
Original Assignee
Netbytel Com Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Netbytel Com Inc filed Critical Netbytel Com Inc
Priority to AU2001293357A priority Critical patent/AU2001293357A1/en
Publication of WO2001080221A2 publication Critical patent/WO2001080221A2/fr
Publication of WO2001080221A8 publication Critical patent/WO2001080221A8/fr
Publication of WO2001080221A9 publication Critical patent/WO2001080221A9/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions

Definitions

  • This invention relates to a telephone-to-server and a web site-to-server communications interface. More particularly, the invention relates to a computer system and method for carrying out a communications interface whereby two-way communications between telephone callers and World Wide Web sites are provided.
  • a communications device that is common, user friendly, low cost, and can communicate with web sites over the Internet.
  • One device that has all of the above benefits except the ability to communicate with web sites is a standard telephone. What is needed is a communications interface that can provide a communications link between telephones and web sites so that a telephone caller can send and receive information to and from web sites.
  • the system comprises a front-end module for providing a telephone caller interface to the system, an application database for storing various voice scripts, an Internet agent module for interacting with a web site and a communications module that interfaces with the Public Switching Telephone Network and with the Internet.
  • the system interacts with a user in voice to receive requests, such as a request to purchase goods and services or information.
  • the system communicates the request for goods and services or the request for information to a web site via the Internet, and communicates the results to the user.
  • the system is also capable of being configured to receive information or questions from web sites, and to initiate access to a telephone user to present the information or questions, to receive answers to the questions, and to provide the answers to the web site.
  • FIG. 1 presents a network diagram of a system in accord with the principles disclosed herein;
  • FIG. 2 illustrates a block diagram of a illustrative system of the present invention
  • FIG. 3 is a flow chart depicting the operation of the system as it interacts with a user
  • FIG. 4 is a flow chart depicting the operation of the system as it provides information to a user.
  • FIG. 5 is a flow chart depicting the operation of the system as it accesses telephones to provide and receive information; and FIG. 6 illustrates a flow chart depicting the operation of the system in an auction arrangement.
  • FIG. 1 presents a high level system diagram of an arrangement that embodies the principals of the invention. It shows a general purpose telephone 2 connected to the Public Switch Telephone Network (PSTN) 4.
  • PSTN Public Switch Telephone Network
  • System 6 which provides the communications interface between the telephone 2 and a web site 8, is connected to PSTN 4 and to the Internet 9.
  • Telephone 2 can be a landline telephone, or a cellular telephone.
  • System 6 is also adapted to interface web site to a speech enabled Internet device 5 such as a telephone that uses the Voice Over Internet Protocol (VOIP).
  • VOIP Voice Over Internet Protocol
  • System 6 is also capable of simultaneously linking multiple telephones 2 and speech enabled Internet devices 5 to multiple web sites 8. It should be realized that system 6 can provide service concurrently to many voice devices such as elements 2 and 5.
  • FIG. 2 presents a general block diagram of an illustrative arrangement of server 6. It includes a processor 1 10, a memory 50, a telephone communications module 20, and an Internet communications module 40. Communications module 20 provides two-way telephone communications between telephone callers and server 6, while communications module 40 provides two-way communications between web sites and server 6.
  • Memory 50 stores a front-end module 65, databases 60, an Internet agent module 90.
  • front-end module 65 includes a speech recognition module 70, and a speech generator module 80.
  • Databases 60 includes an application database 180, a call record database 190, a profile database 100, a product database 105, a purchase order database 160, a Uniform Product Code (UPC) database 165, a survey database 195, and a telephone number database 135.
  • Internet agent module 90 includes a scraping module 140, a data synchronization module 150, an email module 155, a posting module 170, a reverse look-up module 175, and a parsing module 185.
  • Telephone communications module 20 comprises a conventional module - for example, modem bank and associated software - that connects telephones to server 6 via the Public Switch Telephone Network (PSTN), and a digital interface module that interacts with digital devices such as device 5.
  • Internet communications module 40 is a conventional software module that connects server 6 to the Internet using, illustratively, the protocol employed on the World Wide Web.
  • speech recognition module 70 and speech module 80 provide a user interface to server 6. These modules allow a telephone caller to communicate with server 6 in audio (speech or DTMF), and allow server 6 to verbally communicate with the caller.
  • Speech recognition module 70 is a conventional software module.
  • Databases 60 includes application database 180, call record database
  • server 60 can be adapted to communicate with a number of predetermined web sites, each of which belongs to a merchant. Each merchant may want to have his/her own desired manner by which the merchant wants to interact with users. That includes different greetings and, of course, different prompts, because those are related to the merchant's business. For example, a web site that sells books will have voice scripts relating to books. Accordingly, application database 180 stores voice scripts that, at least in one illustrative embodiment, are segregated by merchants.
  • database 180 stores common voice scripts such as "Hello” or "What is your credit card number?" which can be used in association with all of the merchants.
  • Call record database 190 stores call activity, such as the time a call started, ended, and what voice scripts were played. This information is stored for determining fees that are billed to the merchants' web sites, as well as for other reasons, such as maintenance analyses.
  • Profile database 100 stores telephone caller information, such as shipping information and billing information. For example: Name: John Doe
  • the FIG. 2 embodiment includes Universal Product Code (UPC) database 165 stores. It stores most currently known prices of products and Universal Resource Locator (URLs) of merchant web sites that sell those products.
  • Internet agent module 90 includes scraping module 140, data synchronization module 150, an email module 155, a posting module 170, a reverse look-up module 175, and parsing module 185.
  • Scraping module 140 coordinates accessing, searching, and retrieving of information from merchant web sites for storage in server 6.
  • Scraping module 140 comprises scraping agents that are unique to each merchant web site. The scraping agents are programmed using conventional programming techniques and development tools. Web Method offers a software development tool known as "Wittle" that may be employed to realize the scraping agents.
  • the scraping agents are programmed to automatically navigate to web sites and to particular web pages for specific information, such as to retrieve a cost of a book.
  • a programmer using a web browser, might go to a desired web page and note the URLs required to get to that page.
  • the programmer may view the Hypertext Markup Language (html) code of the page and note the html tag associated with the information on the page that the programmer would like the scraping agent to retrieve, such as a price of the book.
  • the programmer may then copy the html tag or tags in the row of html code that includes the price of the book and include the copy in the agent program.
  • the programmer would also include the URLs in the agent program so that the scraping agent can navigate to the web page.
  • html Hypertext Markup Language
  • the scraping agent can negotiate to the desired web page, using the URLs, and can scan the html within the web page, until it finds the row of html tag or tags that match the copy of html tag or tags within the program. Once the scraping agent locates the row of html tag or tags that match the copy, it can scan through the row of tags until it locates the price of the book. Once the price of the book is located, the scraping agent can retrieve the information, store the information in product database 105, and convert the information to voice scripts, which are stored in application database 180.
  • Data synchronization module 150 accesses, searches, and retrieves information from merchant web sites to synchronize databases in server 6 with databases at the merchant web sites.
  • Module 150 can use the scraping agents in scraping module 140 to search for information that has been changed, or is new, or has been deleted from the merchant's web site database since the last time server 6 was synchronized with the database. Module150 is programmed to routinely go to the web site and check for changes in information. If any changes are found, module 150 makes the appropriate changes in product database 105, thus keeping the information current.
  • Product database 105 can store records of products having three fields, a manufacturer field, a model number field, and a price field. For example, a record may be named "Sony”, the manufacturer field can contain the name “Sony”, the model number field may contain a model number "CD1234", and the price field may contain a price "$4.00".
  • module 150 After module 150 retrieves the information from the web site, it takes the information and compares it first to the record names in database 105. Referring back to the example, if module 150 finds the record name "Sony", it compares the fields within the record to the information retrieved from the web site. If all three fields in the database match the information retrieved from the web site, then the information in the record contains current information and does not need to be updated. If the record is not found within the database 105, then a record should be added to database 105 containing the new information. This scenario typically occurs when a new product has been added to a web page. If the record is found, but the price field does not match the price retrieved from the web page, then the price should be updated to reflect the current price of the item.
  • module 150 does not find the product information that it is looking for in the web page, then the record relating to that information is deleted from database 105. This scenario occurs when the web site is no longer selling the product.
  • Email module 155 which is a conventional module that is well known to those skilled in the art, receives email at server 6, and sends email to merchant web sites or to e-mail addresses of the users of elements 2 and 5 (when appropriate, and if such users have e-mail addresses that are known to server 6).
  • Posting module 170 retrieves purchase order forms from application database 180, which is another category of items that are stored in application database 180, and populates the forms with information received from callers and information retrieved from other databases.
  • Each purchase order form which is adapted to the merchant's specification, once populated with data is sent to the appropriate merchant's site, where the merchant can fulfill the order.
  • the following discussion discloses an operational schema where website merchants make a telephone number known to the public, allowing a person to call that number and to place an order for goods offered by the merchant's web site.
  • server 6 when a person calls the advertised telephone number, the caller is connected to server 6 the caller interacts in voice with server 6 to place his or her order, server 6 sends a purchase order to the merchant's web site and receives a confirmation. Server 6 informs the caller that the order has been successfully executed, and the interaction terminates.
  • a caller calls a branded telephone number that connects the caller to server 6.
  • a branded telephone number is a number that is associated with a specific merchant web site. The caller may believe that a connection was made to the merchant but, in fact, the connection is made to server 6.
  • server 6 receives the telephone call and the calling party's number (conventional hardware/software in module 20). In applications where a number of different called party numbers all converge on server 6, module 20 in step 210 also obtains the called party's number.
  • DNIS Dialed Number Identification Service
  • server 6 could comprise a collection of computers, each of which is dedicated to one merchant, and is the terminating point for a single telephone number. In such an arrangement there is no need to obtain the called number.
  • the embodiment disclosed in FIG. 2 includes an reverse look-up module 175, which is used to search the Internet for caller information.
  • Module 175 is employed to provide information about callers who have not yet identified themselves to server 6. By accessing long distance directory assistance web sites, module 175 can retrieve a name and an address of a person associated with a telephone caller's Automatic Number Identification (ANI). In embodiments that employ module 175, the module performs its function in step 210. That is, if there is no record found in profile database 100 for the number provided by ANI, reverse look-up module 175 searches the Internet for caller information.
  • a voice script is played asking the caller whether the information is correct. An affirmative response triggers a process that stores the information in profile database 100.
  • a negative response triggers a series of voice prompts that ask the caller for his or her name and address, which are then stored in profile database 100.
  • control passes to step 220, where server 6 retrieves appropriate voice scripts from application database 180 (of the merchant associated with number called by the user) and initiates a dialog with the user.
  • the dialog is a combination of fixed scripts, together with scripts that are modified in accordance with information that is received from the user, and database query results (from database 105) that are obtained from the following step 230, which in FIG. 3 follows step 220. Steps 220 and 230 thus operate interactively for the duration of the dialog.
  • Script 1 "Welcome to Amazon.com” Script 2 (based on information from step 210): “Mr. John Doe” Script 3: "What book would you like to purchase ?” Caller: "I want to buy the book The Three Pigs"
  • Script 4 (based on information from database 105): "We have the book 'The Three Pigs' in stock”
  • Script 5 (based on information from database 105): “It's price is $7.”
  • Script 6 "Would you like a summary of the book The Three Pigs ?” Caller: "No"
  • a record of the negotiations is stored in call record database 190 in a table associated with the caller's name. Primarily, the information is stored for situations where, for example, the user wishes to inquire about the transaction.
  • posting module 170 retrieves an order form for a purchase from application database 180 that is acceptable for use on the merchant's web site. Using the information retrieved from the caller during the dialog and information retrieved from profile database 100 (e.g. caller's name), posting module 170 populates the information into the order form and sends it to the merchant web site, where the merchant can fulfill the order. Additional voice script information, such as a sales order number, is played for the caller.
  • step 230 accesses product database 105.
  • product database 105 is all-inclusive, it is quite possible that database 105 would not contain the item that the caller wishes to purchase.
  • step 230 if product database 105 does not contain the product information that the caller is looking for, then the server 6 proceeds to access the merchant's web site directly (using scraping module 140) and search a database within the web site for the sought information. Once found, server 6 searches for information such as price and quantity, retrieves the information and stores it in product database 105.
  • FIG. 4 Another embodiment of the present invention is illustrated by the flowchart of FIG. 4. This embodiment allows a caller, who is out shopping in a merchant's store to select a product and call server 6 to have the product's price compared to identical products available at merchant web sites.
  • a caller selects a product and captures the Universal Product Code
  • the caller can write the UPC on a piece of paper and then later use a landline telephone (or use a cell phone) to connect to server 6.
  • the caller calls a branded telephone number that directly connects the caller to server 6.
  • the branded telephone number can be a number that is associated with a specific merchant web site.
  • server 6 Upon receiving the call, server 6 reads a Dialed Number Identification Service (DNIS), which identifies for server 6, the number that the caller dialed and therefore the service that the caller is requesting.
  • DNIS Dialed Number Identification Service
  • the caller called the price comparison service telephone number, so the system retrieves the price comparison voice scripts from applications database 180.
  • step 320 using speech module 80 as in the FIG. 3 embodiment, voice scripts are played for the caller, which in due course ask the caller to specify a UPC for price comparison information.
  • a typical conversation between the caller and the system might be: Script 1 : "You have reached the UPC price comparison system, please provide a UPC.”
  • server 6 captures the UPC recited by the caller and converts it to a data message.
  • Some users might prefer using DTMF signaling, and as indicated above, module 20 can accommodate DTMF signaling.
  • the system queries UPC database 165 for a UPC that matches the UPC recited by the caller.
  • the database contains tables related to specific UPCs and the tables contain a column of merchant web site URLs, that offer the product for sale, and a column of prices that merchants charge for the product.
  • the prices should be current. A designer might decide, for example, that if the price of a product is not updated within 48 hours (because no one else queried about that item), then it is flagged as stale. After server 6 locates a matching UPC, it determines whether there are stale entries. If so, server 6 accesses the merchant's web site, and data synchronization module 150 retrieves the current price information of the UPC in question. As mentioned above, module 150 coordinates accessing, searching, and retrieving of information from the merchant web site database. The price is stored in UPC database 165.
  • speech module 80 converts the price to a voice script and presents it to the user in order, from lowest to highest price.
  • Script "The product identified by UPC 89396 15296 is a video titled Star Wars.” "The prices and the merchant web sites offering the product for sale will be listed form lowest price to highest price.” "Four dollars and fifty cents at Zellers.com” "Five dollars at Amozon.com” "Five dollars and ninety nine cents at Video.com”
  • a voice script is played asking the caller if he or she would like to purchase the video, and from which merchant.
  • the system plays a voice script that thanks the caller for using the server and terminates the session by hanging up. If the caller elects to purchase the video and recites the word "yes”, then the server engages in a dialog session with the caller in the manner described in connection with FIG. 3, and places the order with the appropriate web-site merchant in step 390.
  • server 6 making an outbound call to a user for the purpose of retrieving information about the user.
  • a merchant may want to contact a group of individuals for the purpose of conducting a survey.
  • the merchant can access the system and create a series of questions and answers for the system to convert to voice scripts, which can be used for a telephone survey.
  • an outbound calling module 145 is provided to dial an outbound telephone number and retrieve the appropriate voice scripts from application database 180.
  • FIG. 5 illustrates an outbound calling process in accordance with the principles of the present invention.
  • a merchant client accesses server 6 via the Internet.
  • the client uses a standard web browser running on a computer connected to the Internet.
  • the client is prompted by server 6 to provide a script, and the client merchant types in the text of the desired scripts.
  • the text is stored in application database 180 and used, as appropriate, in the outbound calling process.
  • the speech for the outgoing process is created by speech module 80, which in an embodiment where the script is presented in the form of a text string (rather than stored voice), must be a text-to-speech synthesizer.
  • the first type of answer is a standard yes/no answer arrangement
  • the second type is a satisfaction rating answers
  • the third type is a multiple choice answer
  • the forth type is an open-ended answer.
  • server 6 After the client creates a question, server 6 automatically ask the client what type of answer will be used with this question. If the client selects the yes/no answer type, then server 6 automatically attaches a yes/no voice script answer to the question. If the client selects the satisfaction rating answer type, then server 6 automatically adds the voice script, "Choose your level of satisfaction based on a scale of 1 to 5", to the question. In the above situations, the client does not have to provide the answers for the questions.
  • server 6 converts the textual answer choices, provided by the client, to voice script answers.
  • server 6 using speech recognition module 70, converts the spoken answer choice to a data value, which is stored in survey database 195. This information can be tabulated and statistically analyzed for use in marketing research.
  • server 6 does not provide an answer for the question. Instead, after server 6 plays the voice script question for the survey taker, server 6 captures the survey taker's answer by recording the answer.
  • the answer can be an audio recording or a digital recording (e.g. WAVE).
  • the client creates a telephone number database to store the telephone numbers that the client would like server 6 to call for the survey.
  • outbound calling module 145 accesses telephone number database 135 for a telephone number, and makes a telephone call via the PSTN, step 420.
  • server 6 plays voice scripts introducing the survey and plays the survey questions voice scripts. The person who answered the telephone responds by speaking the answers to the survey questions.
  • this question and answer process utilizes speech recognition module 70 and speech module 80, except in the case of the open-ended answer type questions, where the answers to the questions are recorded.
  • server 6 accesses the merchant web site and updates a database at the merchant' web site with the survey results.
  • This embodiment provides a telephone auction notification and update bid process for a telephone user and an auction web site.
  • the auction web site and server 6 are configured to send and receive email between each other.
  • the email contains auction information, such as bid price, ask price, last price and is directed to the person who is participating in the auction.
  • the web site and server 6 also share information such as the person's email address (if one is known) and telephone number, so that server 6 and the web site can communicate with the person participating in the auction.
  • parsing module 185 which is a conventional module that is well known to those skilled in the art, is utilized for this embodiment to remove predefined types of information from incoming email. For example, it can extract a piece of information from an email, such as a name of a person, or other text within the email. Additionally, this embodiment utilizes the outbound calling module 145, which is responsible for outbound dialing.
  • the auction web site can have a command button that a bidder can select that will initiate the auction notification and update bid process.
  • the bidder clicks the button the bidder is hyper-linked to server 6 and is presented with a web page that explains that his or her email address, which was provided to the auction web site during registration, will be changed to an email address associated with server 6. Additionally, the web page provides for the bidder to enter the telephone number that he or she can be reached at during the auction.
  • Server 6 accesses the auction web site and changes the bidder's registration information to reflect the bidder's choice to send auction update status email to server 6.
  • the auction web site can change the bidder's registration information so that the auction updates are emailed to server 6.
  • Server 6 also stores the bidders email address and telephone in profile database 100.
  • FIG. 6 illustrates an embodiment of a single status notification and single bid update.
  • server 6 receives an email from the auction web site.
  • the email may contain the name of the person participating in the auction and the current status of the auction.
  • the status can be, for example, the highest price bid for the item or it can be a statement indicating that the bidder one the auction.
  • parsing module 185 parses the email for the auction status and cross references the email address with the telephone number stored in profile database 100.
  • server 6 converts the textual bid information to speech and stores it in a memory associated with the outbound telephone line. Moreover, the bid information is reviewed to determine whether it meets one of four conditions: 1. The bidder has won the auction; 2. The bid has been out-bid and the current high bid is X; 3. The current high bid is the bidder's bid; 4. The bidder lost the auction. Parsing module 185 forwards the auction status and bidder's telephone number to outbound calling module 145.
  • outbound calling module 145 receives the telephone number from parsing module 185 and makes a telephone call via the PSTN.
  • the bidder answers the telephone call and server 6 plays a voice script explaining the current status of the auction.
  • server 6 plays a voice script "You have placed the winning bid.”
  • condition two is achieved, server 6 plays a voice script "You have been out-bid, the current high bid is X dollars.
  • server 6 plays a voice script "The auction is over and you did not win”. If at step 830, the bidder is notified that the auction is over, or at step 840, the bidder is given the option to increase a bid and decides not to increase the bid, then the process ends.
  • the bidder decides to increase a bid, then the bidder can respond by reciting the new bid price into the telephone handset.
  • Speech recognition module 70 captures the recited price and converts it to a data message, step 860.
  • the data message is stored as a record of the new bid in the profile database 100.
  • speech recognition module 70 captures the spoken response and converts it to text.
  • the text is forwarded to email module 155, which creates an email and send the email and the new bid to the auction web site, step 880.

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  • Finance (AREA)
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Abstract

L'invention concerne un agencement avec un module frontal qui sert d'interface téléphonique entre appelant et le système faisant l'objet de cette invention, une application remplissant le rôle de banque de données pour la mémorisation de divers messages vocaux, un module agent d'Internet pour maintenir les informations de sites Internet sur le système et un module de communications qui sert d'interface au Réseau téléphonique public commuté et à l'Internet. D'un point de vue opérationnel, le système dialogue avec un utilisateur en mode vocal, pour recevoir des demandes, telles que des demandes d'achat de biens et de services ou d'informations. Le système communique les demandes de biens et de services ou d'informations à un site web via l'Internet. Le système peut également être configuré pour recevoir des informations ou des questions provenant de sites web, et pour contacter des utilisateurs par téléphone pour leur présenter les informations ou les questions, tout en recevant les réponses aux questions et en les fournissant au site web. Le système permet également des communications bidirectionnelles entre un utilisateur et un site web. Le site web peut communiquer avec les informations contenue dans le système qui doivent être acheminées à l'utilisateur, et le système peut contacter l'utilisateur au moyen du téléphone et lui donner les informations.
PCT/US2001/040461 2000-04-07 2001-04-06 Systeme et procede pour l'interfacage de telephones a des site internet WO2001080221A2 (fr)

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AU2001293357A AU2001293357A1 (en) 2000-04-07 2001-04-06 System and method for interfacing telephones to world wide web sites

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US54525900A 2000-04-07 2000-04-07
US09/545,259 2000-04-07

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DE10120513C1 (de) 2001-04-26 2003-01-09 Siemens Ag Verfahren zur Bestimmung einer Folge von Lautbausteinen zum Synthetisieren eines Sprachsignals einer tonalen Sprache
EP1387325B1 (fr) * 2002-08-02 2009-04-08 Fukuicomputer Inc. Système de comptage à distance

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