WO2004095422A2 - Operator performed voicemall transcription - Google Patents
Operator performed voicemall transcription Download PDFInfo
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- WO2004095422A2 WO2004095422A2 PCT/GB2004/001738 GB2004001738W WO2004095422A2 WO 2004095422 A2 WO2004095422 A2 WO 2004095422A2 GB 2004001738 W GB2004001738 W GB 2004001738W WO 2004095422 A2 WO2004095422 A2 WO 2004095422A2
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- WIPO (PCT)
- Prior art keywords
- message
- text
- operator
- sms
- voicemail
- Prior art date
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Classifications
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- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/06—Message adaptation to terminal or network requirements
- H04L51/066—Format adaptation, e.g. format conversion or compression
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- H04W76/10—Connection setup
Definitions
- This invention relates to a method of generating a SMS or MMS text message for receipt by a wireless information device.
- the term 'wireless information device' used in this patent specification should be expansively construed to cover any kind of device with two way wireless information capabilities and includes without limitation radio telephones, smart phones, communicators, wireless messaging terminals, personal computers, computers and application specific devices. It includes devices able. to communicate in any manner over any kind of network, such as GSM or UMTS, CDMA and WCDMA mobile radio, Bluetooth, IrDA etc.
- SMS text messaging is the most successful mobile telephony data service.
- the GSM association forecast that 200 billion text messages would be sent over the worldwide GSM networks during 2001 and 360 billion during 2002.
- MDA Mobile Data Association
- the MDA forecast that text messaging will reach 23 billion in 2004 in the UK and Mobile Lifestreams (Independent Research Firm) report that an average of 27 billion text messages were sent each month in Europe during 2003.
- SMS usage is confined to young people and some business users.
- One of the major barriers to greater uptake is that creating a SMS message requires the user to input text using the small keys of the mobile telephone; this is slow and for many users far too intricate.
- automated voice recognition systems could solve this.
- automated voice to text conversion can in theory be deployed within a mobile telephone itself: reference may be made to the Nokia Short Voice Messaging system (see EP 1248486) in which a user can speak a message to his mobile telephone, which locally converts it to text using an automated voice recognition engine and then packages and sends it as a SMS message. This clearly avoids the need for the user to input text using the small numeric keys of the mobile telephone.
- a method of generating a SMS or MMS text message for receipt by a wireless information device comprising the steps of: (a) receiving a voice message at a server;
- the present invention therefore enables a user to send someone a SMS or MMS text message even when that user is unable or unwilling to use the text messaging capabilities of his phone.
- Text messaging on mobile phones requires you to type on unnaturally small and fiddly alpha-numeric keypads, often with confusing pre-emptive text editors. This often takes quite some time to master and can take 2 to 3 minutes to thumb-type a short message.
- the user can speak the message to a remote server, which passes a voice file with the spoken message for transcription to the human based voice transcription system; this system then transcribes the message to SMS or MMS text message format and then sends the text message to the desired recipient.
- the following steps occur:
- the voice message is sent to the text transcription infrastructure and transcribed to a text message
- the text message is sent as if from the user and received
- FIGS. 1 — 3 are schematics of an entire voicemail process, starting from voicemail origination, voicemail processing and voicemail delivery; in accordance with the present invention
- Figure 4 depicts the format of a message notification (displayed in a messages in-box on a mobile telephone) for a voicemail transcribed using the method of the present invention
- Figure 5 depicts a conventional text message notification
- Figure 6 depicts how a voicemail transcribed using the method of the present invention appears as a text message displayed on a mobile telephone
- Figure 7 depicts a mobile telephone displaying a list of text messages in a messages in- box. A transcribed voice mail is present in the list; the callout shows how it would be displayed if selected;
- Figure 8 depicts a menu list of three new functions available as options relevant to a transcribed voicemail
- Figures 9A to 9D depict a GUI based voicemail management application for managing conventional audio voicemails
- Figure 10 depicts the operation of an application that enables a user to speak a message into his mobile telephone and have that remotely converted to a text message;
- Figure 11 shows the overall flow of actions at a voicemail server, indicating the actions initiated by user inputs
- Figure 12 shows the overall flow of actions occurring at the voice message transcribers
- Figure 13 shows a screen shot of the web-based interface used by voice message transcribers.
- the present invention is implemented by SpinVox Limited, London, United Kingdom as part of a suite of mobile telephone products:
- VoicemailViewTM Voicemail to Text system - This gives subscribers the option to have voicemail delivered to their mobile telephone as text (SMS /MMS or equivalent messaging format) with the option to hear the original voicemail on the mobile telephone.
- SMS Short message service for sending plain text messages to mobile telephones
- 'MMS' means the multimedia messaging service developed by 3GPP (Third Generation Partnership Project) for sending multimedia communications between mobile telephones and other forms of wireless information device.
- 3GPP Third Generation Partnership Project
- the terms also embrace any intermediary technology (such as EMS (Enhanced Message Service)) and variants, such as Premium SMS, and any future enhancements and developments of these services.
- VoicemailManagerTM A new Voicemail Management Application — This adds a GUI (graphical user interface) to the mobile telephone; it supplements (or replaces) the existing audio menu system (UI) provided by cellular phone voicemail systems and integrates the phone's call divert features, greetings controls and other related controls to provide a single environment (application) on the mobile telephone for voicemail management.
- GUI graphical user interface
- UI audio menu system
- VoiceMessengerTM Speech to Text system — This allows users to speak a text message into their mobile telephone, have it converted to text remotely and then sent without using the often tiring alphanumeric phone-pad entry system.
- a Service Company accesses the Network Operator's Voicemail system via fixed telephony and provides an external service direct to end users; see Figure 2, or houses its own voicemail system and delivers its service completely outside the Network Operator's service and is therefore network operator and handset independent, see Figure 3.
- Voicemail is converted into a SMS or MMS file by the voice transcription service: this is done not by automatic voice recognition systems, but instead by human operators. These operators are far more accurate and flexible than automated voice recognition systems and can intelligently interpret the message, eliminating unnecessary hesitations and repetitions to generate a short, simple and lucid message. Appendix II defines the requirements for effective and succinct transcription. The operators will often be able to significantly shorten messages to fit them within the current SMS text message ceiling of 160 characters (or else fit longer messages into multiple SMS messages via standard concatenation); with MMS however, there is no such ceiling.
- VoicemailManager application which provides a GUI interface for all voicemail functions; see B.2
- Play FFW, REW, Next, Erase, Store, Forward, Time/date of message, Call back (and any other existing voicemail controls available through audio prompts /menus).
- 0 MMS file can contain original audio file embedded for local playback
- Voicemail provides all voicemail functions
- the mobile phone (or other wireless information device of some nature) will need to be upgraded OTA (Over the Air) or otherwise, in the following manner: B.l Viewing Voicemail-Text Messages
- Figure 4 shows a telephone handset icon that could be used next to a SMS message to indicate that it is a voicemail message in the messages inbox.
- a voicemail transcribed to text is present in the device's messages in-box; it has been sent from Homer Simpson.
- Figure 5 shows what the current SMS text icon looks like. Another solution would be to precede each header with something logical such as "V:" for voicemail - hence "V: Homer Simpson” would indicate a SMS transcribed voice mail from Homer Simpson.
- the time and date of the voicemail should be added (as not all gateways correctly timestamp sent messages), as shown in Figure 6.
- Figure 7 shows this in the context of a mobile telephone.
- the user has selected the 'Read' option for the highlighted transcribed voicemail (from Daniel Davies); the device displays the SMS in the normal manner, but with data and time added. It is also possible, just by pressing and holding a given key (in this illustration, key '1') to activate the normal audio-based voicemail playback function.
- Hear Original This allows the user to now hear the original voicemail and uses the unique i/d encoded into the SMS/MMS message to correctly connect to the original voice file. There are three options: (i) The user goes into the standard voicemail system and follows the existing audio prompts for hearing the message.
- This application can be used in either stand-alone or as integral part of the VoicemailView Voice to SMS/MMS system (or equivalent text delivery system) described above at B.l.
- the Voicemail Management application gives a user a GUI (Graphical User Interface) in addition to the standard audio prompts they are used to receiving when accessing and managing normal audio voicemail.
- GUI Graphic User Interface
- these controls will nearly all relate to standard DTMF tones that the voicemail system uses as input to it when the user currentiy presses keys on their phone's keypad.
- Figure 9A shows the user calling Voicemail
- Figure 9B shows how a new management application has been invoked which first displays an Inbox's contents (here, 3 new audio calls and 2 stored audio calls) of all voicemails.
- the options menu operates as follows:
- the user is always offered the aural navigation options which are synchronised with what is shown on-screen, so that they have the best of both worlds.
- simple command based Speech Recognition the user may just speak the command they want to execute, so if the user wants to play new messages, they would just say "Play” and the VoicemailManager engine would recognise this command and do just that — play the message.
- the user goes into their Messaging/Text application running on their mobile telephone, simply selects the message recipient either from their phone's address book, or types their number in, then selects the new VoiceMessenger option, as shown in Figure 10, by pressing and holding the '2' key.
- the user might also be connected to the service to start with and will then simply speak the number or the name to a local (on the mobile telephone) or a remote voice recognition engine which will take the user through the process.
- the user When connected to the remote VoiceMessenger Engine, the user simply speaks his message and the remote VoiceMessenger Engine records it, and then sends the audio file for conversion to text using the human operator based voice transcription system.
- the text format message is then packaged as a SMS/MMS (email or other appropriate messaging system) and sent through the SMS/MMS etc. gateway. The user will be given aural prompts for controlling the input, hearing the conversion and sending the message.
- a user with an MMS enabled phone will be able to send voice-notes via an MMS which the human operator based voice transcription service will then transcribe and send on to their desired destination. They can also have their Voicemail converted and sent to their phone in MMS format if preferred.
- the prime function will be to auto-detect spoken phone numbers, and detect language to route audio files to the correct human operator staffed transcription bureau. It will also be used for detecting names and spoken numbers and addresses from the users online phone-book (see below) and commands for VoicemailManager controls.
- Presendy Available Servers users can define what mode they want to be in for receiving communications, e.g. 'Meeting' lets a user know before the communicate that the person they want to contact is in a meeting and will accept say SMS/MMS or a VoiceView text message. Once out of the meeting, the user can then change their contact status to 'Available' and be contacted by a phone call.
- a standard voicemail server system with IVR is the foundation; the IVR is programmed as shown in the Figure 11 flowchart.
- the user's phone will (during technical provisioning shown below) have the '1' key (standard voicemail access key) re-programmed to automatically call the SpinVox voicemail server and have them automatically logged-in (unique phone-number + PIN) which takes them to the top level of the IVR tree.
- '1' key standard voicemail access key
- the session is terminated with the relevant outcome. If this happens during a recording, including a dropped line from another mobile caller, then it is assumed to be the end of a recording, and the system proceeds to the transcription stage.
- Each transcribed voicemail will contain a unique number starting with say a '4' (depends on final IVR tree configuration), so that when a user presses and holds '1' to connect to SpinVox's voicemail server, they simply press the unique message i/d — e.g. 403 which takes them to the 3 rd message they have in the queue.
- the IVR tree will allow a user to dial in using their unique Divert No. (Voicemail No.) and will then be prompted to enter their PIN.
- the user's phone is configured to divert to SpinVox voicemail under conditions they define shown below, where the caller will either hear :
- System records the caller's voicemail for either the default length (30 sees) or the user defined length (10s — 2 mins or any parameters SpinVox sets).
- a human transcriber may listen briefly to the voice message and write up a very short indication of the subject of the call which is sent to the message recipient.
- the system first looks up the user handset and limitations in a Phone database (supplied by SpinVox) and will then offer users relevant recording lengths. E.g. for an older Siemens phone that does not support concatenation and only up to 4 text messages, the system alerts the user that the recording length should be kept below say 30 seconds to ensure most messages fit in their phone and they are told why. Likewise, default recording lengths for these handsets may need to be set to a commensurate length by the system for them.
- the above IVR diagram shows how a user accesses VoiceMessenger, whether directiy from their mobile phone, or via another phone.
- the IVR system will accept a user programming in a speed-dial that allows them to dial their unique SpinVox number + PIN + '3'.
- user data (handset, network, etc ..) will be re-used to confirm to the user what they have selected.
- the steps are:
- Step 1 handset selection, from a drop down list shown on the provisioning screen (usually at the point of sale)
- Step 2 Voicemail View setup:
- Step 3 Call diverts selection: this explains how the mobile phone is normally setup to divert to the user's voicemail (under all the following conditions). The user can change these if he specifically wants it to divert to another person or number, and not bis own voicemail
- Step 4 Call divert setup via SMS. Tells the customer that he has just been sent a SMS and should click on a specific button on the provisioning screen when received (or a different 'not' received' button if not received within 3 minutes).
- Step 5 Call divert setup: SMS.
- the provisioning screen informs the user that if he has received the configuration SMS, please do the following:
- Step 5 Call divert setup: Mobile phone.
- the provisioning screen informs the user:
- Step 6 Select delivery method.
- the provisioning screen allows the user to select how he would like to receive voicemails once they are converted to text (typical options are SMS, MMS, MMS with the audio file, e-mail, e-mail with the audio file).
- the system then sends an appropriate vCard to the user's mobile telephone.
- Step 7 Voice Messenger setup.
- the provisioning screen informs the user:
- FIG 12 shows the process flowchart for transcription.
- Each Transcriber logs in and starts receiving VoicemailView (see Figure 13 for the screen into which they type the transcribed message and from which they cause the message to be sent), or VoiceMessenger audio files to be transcribed (see Figure 14), one at a time. While logged-in there are only 2 states: message currently in the process of being transcribed, and pause.
- the 'From' field is from 'SpinVox VoicemaU View' o
- VoiceMessenger an automatic SMS is sent to them with fields auto- populated where data is available, with the following text: 'Tm sorry, but we did't able to convert the message you dictated [time/ 'date "to tel no. " if available]. Please try again in quiet surroundings and dictate clearly. Thank you. SpinVox. " o
- the 'From' field is 'SpinVox VoiceMessenger'. ⁇ Pause and re-queue current message
- the 'From' field is auto-populated with either the CLID captured when the caller left the message (inserted into the message header), or "SpinVox VoicemailView"
- the 'From' field is either auto-populated for the Transcriber if the user used DTMF, or if not, the Transcribe Assistant provides a field for the Transcriber to type it in.
- the system wiU automaticany speU check the message and if any errors occur, correct them and display the corrections to the Transcriber with a prompt 'Accept & Send", or allow them to manually correct (as there might be a particular spelling they want).
- the spell checking process will include a real-noun dictionary relevant to the geographic area and culture of the user. So for example, in the UK the real-noun dictionary will contain not only English names, but place names, landmarks, road-names, chain estabUshment names (e.g. pubs, bars, restaurants, etc%), etc...
- the Transcriber just double clicks on the underlined word and is offered the closest matches. If need be, they can rewind and re-Usten to that part of the message to make the appropriate selection. 5.4 Transcription Bureau Manager
- No. of transcriptions by type (sign-up, support) hourly, daily, weekly, monthly, yearly
- No. SMS's sent by type - hourly, daUy, weekly, monthly, yearly Queue times hourly, daily, weekly, monthly, yearly
- the key requirement is to deUver the actual message, not aU the redundant information which is often spoken and left in a message.
- the Transcription service must minimaUy provide complete confidentiaUty of messages it transcribes within the Data Protection Act 98 or other legislation in force at the time.
- Each Transcriber wiU have a unique logon name and password. The system then records every transcription they make so we have complete system transparency. This data is available to the Transcription Bureau Manager (who creates and manages the Transcriber Accounts) and the SpinVox Systems Administrator
- Characters used during transcription are compatible with the SMS/MMS system resulting message wiU be sent through.
- TypicaUy speech contains much redundant 'noise', e.g. : 'ummms', 'ahhh's', 'errr', 'ehmm', pauses, breaths, coughs, sneezes and other typical speech artefacts. These clearly musto't be included in the transcription.
- phone numbers are a single string of numbers with no spaces:
- 00442075864103 should be +442075864103.
- the dictionary/speU checker used must include Real Nouns (names) and Place Names to assist in getting the information in the message right 1 st time.
- the local Transcription Bureau Manager must have a fuU calendar of aU cultural, social and sporting events which they must plan for at least 2 days in advance.
- this wiU be critical to determining the Ukely load balancing required with staff. For instance, at the end of the recent England rugby world cup win, the text messaging and voicemaU loads in the 2-3 hours that foUowed the match probably exceeded 300% of their normal levels and there would have been lots of references to players names, technical words used in the game (try, conversion, ruck, REQUIREMENT maU, etc%), foreign cities and locations, and of course the foUowing day aU the traffic related to people getting back from the event, etc... which wiU naturaUy skew the load balancing again.
- brackets wiU After the best attempt has been made to figure out what the word might be (could be the name of a bar or place that is outside the normal vocabulary), a question mark in brackets wiU be placed after it.
- the message may contain 'drop-outs', 'gaps' or other interference due to temporary Network coverage issues. In this case, insert a ' ' where the w.ord(s) are missing.
- the user wiU be notified via a text message using a standard template that there are undecipherable voice messages for them to Usten to:
- the transcriptionist wiU include the foUowing at the beginning of the message:
- the user may say "Insert symbol-name" and the transcriber wiU insert the appropriate symbol.
- Time taken for text message to arrive on receiver's phone from end of voicemaU recording is on average 2 rnins:
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Human Computer Interaction (AREA)
- General Business, Economics & Management (AREA)
- Business, Economics & Management (AREA)
- Computational Linguistics (AREA)
- Physics & Mathematics (AREA)
- Acoustics & Sound (AREA)
- Multimedia (AREA)
- Audiology, Speech & Language Pathology (AREA)
- Health & Medical Sciences (AREA)
- Telephonic Communication Services (AREA)
- Mobile Radio Communication Systems (AREA)
Abstract
Description
Claims
Priority Applications (4)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CN2004800137140A CN1792082B (en) | 2003-04-22 | 2004-04-22 | Transcription of voicemail executed by operator |
JP2006506166A JP2006524353A (en) | 2003-04-22 | 2004-04-22 | Method for generating SMS or MMS text messages for reception by a wireless information device |
US10/554,022 US20070054678A1 (en) | 2004-04-22 | 2004-04-22 | Method of generating a sms or mms text message for receipt by a wireless information device |
EP04728839A EP1618734A2 (en) | 2003-04-22 | 2004-04-22 | Operator performed voicemail transcription |
Applications Claiming Priority (4)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
GBGB0309088.3A GB0309088D0 (en) | 2003-04-22 | 2003-04-22 | Voicemail to text (sms/mms or other relevant graphical representation) and associated user interface |
GB0309088.3 | 2003-04-22 | ||
GBGB0313615.7A GB0313615D0 (en) | 2003-04-22 | 2003-06-12 | Specifications for mobile voicemail management system |
GB0313615.7 | 2003-06-12 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2004095422A2 true WO2004095422A2 (en) | 2004-11-04 |
WO2004095422A3 WO2004095422A3 (en) | 2005-05-12 |
Family
ID=32395893
Family Applications (3)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/GB2004/001736 WO2004095814A1 (en) | 2003-04-22 | 2004-04-22 | A method of managing voicemails from a mobile telephone |
PCT/GB2004/001805 WO2004095821A2 (en) | 2003-04-22 | 2004-04-22 | Operator performed voicemail transcription |
PCT/GB2004/001738 WO2004095422A2 (en) | 2003-04-22 | 2004-04-22 | Operator performed voicemall transcription |
Family Applications Before (2)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/GB2004/001736 WO2004095814A1 (en) | 2003-04-22 | 2004-04-22 | A method of managing voicemails from a mobile telephone |
PCT/GB2004/001805 WO2004095821A2 (en) | 2003-04-22 | 2004-04-22 | Operator performed voicemail transcription |
Country Status (8)
Country | Link |
---|---|
US (12) | US20060223502A1 (en) |
EP (4) | EP1618733B1 (en) |
JP (2) | JP2006524353A (en) |
KR (1) | KR101166930B1 (en) |
CN (1) | CN1792082B (en) |
AU (2) | AU2004231921A1 (en) |
GB (13) | GB2421667A (en) |
WO (3) | WO2004095814A1 (en) |
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