WO2007000773A1 - Procede et systeme permettant de naviguer et d'editer des informations telephoniques de reponse vocale interactive - Google Patents

Procede et systeme permettant de naviguer et d'editer des informations telephoniques de reponse vocale interactive Download PDF

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Publication number
WO2007000773A1
WO2007000773A1 PCT/IN2005/000218 IN2005000218W WO2007000773A1 WO 2007000773 A1 WO2007000773 A1 WO 2007000773A1 IN 2005000218 W IN2005000218 W IN 2005000218W WO 2007000773 A1 WO2007000773 A1 WO 2007000773A1
Authority
WO
WIPO (PCT)
Prior art keywords
data fields
caller
input
audibly
edit mode
Prior art date
Application number
PCT/IN2005/000218
Other languages
English (en)
Inventor
Sitaram Ramachandrula
Anjaneyulu Kuchibhotla
Original Assignee
Hewlett - Packard Development Company, L.P.
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 Hewlett - Packard Development Company, L.P. filed Critical Hewlett - Packard Development Company, L.P.
Priority to PCT/IN2005/000218 priority Critical patent/WO2007000773A1/fr
Publication of WO2007000773A1 publication Critical patent/WO2007000773A1/fr

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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
    • H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H04M2203/254—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode where the visual mode comprises menus

Definitions

  • the present invention relates to a method and system for navigating and editing telephonic interactive voice response (IVR) information.
  • IVR interactive voice response
  • IVR systems allow telephone callers to interact with data processing systems. IVR systems are widely used by businesses to offer automated transaction services and/or automated information services.
  • An IVR system normally includes a computer which executes an IVR software application that interfaces a caller with a data processing system. The IVR system provides a sequential flow of audible prompts to the caller, and the caller provides speech and/or touch-tone input in response to the prompts over an established telephone call. Through this interaction, the IVR system collects information from the caller that can be processed by the data processing system to automatically provide a selected transaction and/or information service.
  • a caller In a telephonic IVR interaction. A caller first hears a welcome message spoken by the IVR system. Next, the caller is audibly presented with a menu containing a number of forms corresponding to services offered by the IVR system. The caller is requested to select one of these forms by speech and/or touch-tone input. The IVR system then branches to the caller's selected form.
  • the IVR system audibly presents a sequential flow of data fields of the selected form to the caller, and the caller sequentially fills each field by speech and/or touch-tone input.
  • the IVR system asks the caller if they wish to modify the filled form. If the caller wishes to modify any of the fields of the filled form, the IVR system returns to selected form and sequentially repeats the fields. If the caller does not wish to modify the filled form, the IVR system interacts with a data processing system to process the filled form to provide the caller's selected service.
  • prior art telephonic IVR interactions have no perceivable persistence in that the sequence and content of the data fields and the caller's speech and/or touch-tone input are not visible to the caller during the interaction.
  • prior art IVR interactions force a particular sequential flow of fields to be filled by the caller, whether the caller is ready with responses or not.
  • the caller may have difficulty in remembering the fields and their corresponding input.
  • the caller may also have to temporarily memorize their touch-tone and/or speech input and the corresponding fields in order to subsequently edit or verify input to a particular field.
  • information presented audibly tends to be much more transitory than information presented visually and is therefore more easily forgotten.
  • it is not uncommon for callers to prior art telephonic IVR systems to forget where they are in the sequence of fields and/or what input they have provided to particular fields.
  • the present invention provides a method and system for navigating and editing telephonic IVR information.
  • Data fields are audibly presented from an IVR system to a telephone caller. Each data field is associated with a unique identifier.
  • An edit mode is also audibly presented from the IVR system to the caller. During the edit mode, the caller can provide speech and/or touch- tone input corresponding to the unique identifiers respectively associated with the data fields to selectively, individually and non-sequentially: navigate data fields; audibly playback data fields; provide input to data fields; audibly playback input to data fields; modify input to data fields; confirm input to data fields .
  • Figure 1 a block diagram of a telephonic IVR system according to an embodiment
  • Figure 2 is a flow diagram of a method for navigating and editing telephonic IVR information according to an embodiment
  • Figure 3 is a more detailed flow diagram of a method for navigating and editing telephonic IVR information of Figure 2 according to an embodiment
  • Figure 4 is a flow diagram of a telephonic IVR interaction relating to rail travel information services according to an embodiment.
  • an IVR system 106 is connected to a telephone caller 102 via a communications network 104.
  • the IVR system 106 includes a computer (not shown) which executes an IVR software application 108 that interfaces the caller 102 with a data processing system 112.
  • the IVR system 106 can receive input in the form of caller speech and/or touch-tones, either or both of which can be received over an established telephone call.
  • the IVR system 106 can include or access a speech recognition system for converting caller speech to text as well as one or more recorded audio prompts that can be played to callers .
  • the IVR system 106 can also include suitable text-to-speech systems rather than prerecorded audio prompts or a combination of both.
  • the IVR software application 108 includes or accesses an edit mode software module 110.
  • the IVR software application 108 may be implemented as a VoiceXML software application, and the edit mode software module 110 may also be implemented as a VoiceXML software module.
  • the edit mode software module 110 which provides the IVR system 106 with an edit mode will be explained in greater detail later.
  • FIG. 2 shows a flow diagram of a process for navigating and editing telephonic IVR information according to an embodiment.
  • step 202 audio menu options respectively associated with unique identifiers are presented by an IVR system to a telephone caller.
  • the unique identifiers may be telephone key identifiers and/or keyword speech identifiers.
  • an audio edit mode is presented by the IVR system to the caller.
  • the caller is allowed in step 206 to provide input corresponding to the unique identifiers associated with the audio menu options to selectively, individually and non-sequentially : navigate and playback audio menu options; provide responses to audio menu options; receive audio playback of responses to audio menu options; modify responses to audio menu options; confirm responses to audio menu options.
  • the caller may also sequentially navigate and playback the audio menu options .
  • a caller first hears a welcome message spoken by the IVR system in step 302.
  • the caller is audibly presented with a menu containing a number of forms corresponding to services offered by the IVR system.
  • the caller is requested to select one of these forms by speech and/or touch-tone input in step 306.
  • the IVR system then branches to the caller's selected form in step 308.
  • the IVR system audibly presents a sequential flow of data fields 1 to N of the selected form to the caller, and the caller sequentially fills each field by speech and/or touch-tone input.
  • Each data field 1 to N is associated with a unique identifier.
  • the unique identifiers may be numbers and/or keywords.
  • an edit mode is also audibly presented from the IVR system to the caller.
  • the caller can in step 322 provide speech and/or touch- tone input corresponding to the unique identifiers respectively associated with the data fields to selectively, individually and non-sequentially: navigate data fields 1 to N; audibly playback data fields 1 to N; provide input to data fields 1 to N; audibly playback input to data fields 1 to N; modify input to data fields 1 to N; confirm input to data fields 1 to N.
  • the caller input in step 322 corresponding to the unique identifiers respectively associated with the data fields 1 to N may be numeric touch-tone input and/or keyword speech input.
  • the caller may also sequentially navigate and audibly playback the data fields 1 to N by providing predetermined touch-tone input, such as pressing the "#" (hash) key.
  • the data fields 1 to N may be presented in a sequential flow in steps 310, 312, 314, 316, 318, and the edit mode may be automatically presented in step 320 for a predetermined time after each data field.
  • the data fields 1 to N may also be presented in a sequential flow in steps 310, 312, 314, 316, 318, and the edit mode may be selectively presented in step 320 at any time during the sequential flow upon receipt of predetermined touch- tone input from the caller in step 322, such as pressing the "*" (star) key, or predetermined speech input from the caller in step 322, such as saying "edit”.
  • the sequential flow of data fields 1 to N in steps 310, 312, 314, 316, 318 may be selectively resumed upon receipt of predetermined touch-tone input, such as pressing the "*" (star) key, or predetermined speech input, such as saying "menu".
  • the sequential flow of data fields 1 to N in steps 310, 312, 314, 316, 318 may also be resumed upon the absence of touch-tone input and/or speech input from the caller for a predetermined time .
  • the IVR system interacts with a data processing system to process the filled form in step 324 and provide the caller's selected service.
  • FIG. 4 illustrates an example implementation of an edit mode in a telephonic IVR interaction relating to rail travel information services .
  • a caller first hears a welcome message spoken by the IVR system in step 402.
  • the caller is audibly presented with a menu containing a number of forms corresponding to rail travel information services offered by the IVR system.
  • the caller selects a "ticket availability" form by speech and/or touch-tone input in step 406.
  • An example dialogue between the IVR system and the caller for steps 402, 404, 406 is as follows.
  • IVR system Welcome to the rail travel information service.
  • IVR system Please select one of the following services: ticket availability or ticket status.
  • the IVR system then branches to the "ticket availability" form in step 408.
  • the "ticket availability" form includes the following data fields. Field 1: Departure station. Field 2: Destination station. Field 3: Train name.. Field 4: Travel date.
  • Each data field 1 to 4 of the "ticket availability" form is associated with a unique identifier.
  • the unique identifiers in this example are numbers corresponding to the field numbers above, and keywords corresponding to the field descriptions above.
  • numeric keys 1-4 may be associated with fields 1 to 4, respectively.
  • "departure station”, “destination station”, “train name”, and “travel date” may also be used as keywords for associating with fields 1 to 4, respectively.
  • steps 410 and 412 the IVR system audibly presents fields 1 and 2 in series to the caller, and the caller responds in series by speech and/or touch-tone input.
  • An example dialogue for steps 410 and 412 is as follows .
  • IVR system What is your departure station? Caller: Washington. IVR system: Did you say Washington?
  • IVR system What is your destination station? Caller: New Jersey.
  • the sequential flow of data fields 1 to 4 in steps 410, 412, 414, 416 may be interrupted at any point by an edit mode in step 418.
  • the IVR system allows the caller to provide speech and/or touch- tone input in step 420 corresponding to the unique identifiers respectively associated with the data fields 1 to 4 to selectively, individually and non-sequentially: navigate data fields 1 to 4; audibly playback data fields 1 to 4; provide input to data fields 1 to 4; audibly playback input to data fields 1 to 4; modify input to data fields 1 to 4; confirm input to data fields 1 to 4.
  • An example interaction and dialogue involving the edit mode in step 418 is as follows.
  • IVR system Welcome to edit mode in which you can go to, fill or modify fields in any order you choose. In edit mode you can access fields by pressing any of the numbers 1 to 4 on your telephone keypad. Caller: Presses key number 1.
  • IVR system Departure station. You have entered Washington. Do you want to change this?
  • IVR system Destination station. ' You have entered New Jersey. Do you want to change this?
  • IVR system Train name. No train name has been entered. Please enter a train name.
  • IVR system Travel date. No travel date has been entered. Please enter a travel date. Caller: Presses key number 1.
  • IVR system Departure station. You have entered Washington. Do you want to change this?
  • IVR system Please enter a departure station.
  • IVR system Train name. No train name has been entered. Please enter a train name.
  • IVR system You have left edit mode. Press the star key if you want to re-enter the edit mode.
  • IVR system Travel date. No travel date has been entered. Please enter a travel date. Caller: May 13 2005.
  • IVR system Did you say May 13 2005.
  • the IVR system interacts with a data processing system to process the filled form in step 422 and provide the caller with the desired "ticket availability" information service.
  • the dialogue ends as follows .
  • IVR system There are 22 seats available on the Liberty Express on May 13 2005 between New York and New Jersey. The user ends the call by hanging up the phone.
  • Embodiments can be realized in hardware, software, or a combination of hardware and software. Embodiments can be realized in a centralized fashion in one computer system, or in a distributed fashion where different elements are spread across several interconnected computer systems. Any kind of computer system or other apparatus adapted for carrying out the embodiment of the method described herein is suited.
  • a typical combination of hardware and software can be a general purpose computer system with a computer program that, when being loaded and executed, controls the computer system such that it carries out the embodiment of the method described herein.
  • Embodiments also can be embedded in a computer program product, which comprises all the features enabling the implementation of the methods described herein, and which when loaded in a computer system is able to carry out these methods.
  • Computer program in the present context means any expression, in any language, code or notation, of a set of instructions intended to cause a system having an information processing capability to perform a particular function either directly or after either or both of the following: a) conversion to another language, code or notation; b) reproduction in a different material form.
  • embodiments of the method and system may be implemented in the VoiceXML programming language .
  • the embodiments described above are intended only to serve as examples, and that many other embodiments are possible with the spirit and the scope of the present invention.
  • the telephone keys and keywords used in the embodiments are examples only, and the edit mode of the present invention may be implemented with different keys and/or keywords.
  • Embodiments may also be implemented in conventional programming languages other than VoiceXML.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Human Computer Interaction (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé et un système permettant de naviguer et d'éditer des informations téléphoniques de réponse vocale interactive (IVR). Des champs de données provenant d'un système IVR sont présentés de manière audible à un appelant téléphonique. Chaque champ de données est associé à un identificateur unique. Un mode d'édition est également présenté de manière audible, à partir du système IVR, à l'appelant. Au cours du mode d'édition, l'appelant peut fournir une entrée vocale et/ou clavier correspondant aux identificateurs uniques respectivement associés aux champs de données afin de naviguer de manière sélective, individuelle et non séquentielle dans des champs de données; de restituer des champs de données de manière audible; de fournir des entrées dans les champs de données; de restituer de manière audible une entrée dans des champs de données; de modifier une entrée dans des champs de données; et de confirmer une entrée dans des champs de données.
PCT/IN2005/000218 2005-06-28 2005-06-28 Procede et systeme permettant de naviguer et d'editer des informations telephoniques de reponse vocale interactive WO2007000773A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
PCT/IN2005/000218 WO2007000773A1 (fr) 2005-06-28 2005-06-28 Procede et systeme permettant de naviguer et d'editer des informations telephoniques de reponse vocale interactive

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/IN2005/000218 WO2007000773A1 (fr) 2005-06-28 2005-06-28 Procede et systeme permettant de naviguer et d'editer des informations telephoniques de reponse vocale interactive

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WO2007000773A1 true WO2007000773A1 (fr) 2007-01-04

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Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20030110041A1 (en) * 2001-11-20 2003-06-12 Richard Breuer Method of operating a speech dialogue system
US20050043953A1 (en) * 2001-09-26 2005-02-24 Tiemo Winterkamp Dynamic creation of a conversational system from dialogue objects

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20050043953A1 (en) * 2001-09-26 2005-02-24 Tiemo Winterkamp Dynamic creation of a conversational system from dialogue objects
US20030110041A1 (en) * 2001-11-20 2003-06-12 Richard Breuer Method of operating a speech dialogue system

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