Classifications

• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
  • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
  • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
  • 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
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
  • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
  • H04L51/56—Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]
• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
  • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
  • H04L51/21—Monitoring or handling of messages
  • H04L51/214—Monitoring or handling of messages using selective forwarding
• • 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

Definitions

• the present application relates to electronic communication, and in particular to message based communication.
• FIG. 1 is a block diagram illustrating an embodiment of a system that supports instant messaging with speech.
• FIG. 2 is a diagram illustrating an example setup for instant communication with voice support.
• FIG. 3 is a flowchart illustrating an embodiment of an instant communication process.
• FIG. 4 is a flowchart illustrating another embodiment of an instant communication process.
• FIG. 5 is a block diagram illustrating an embodiment of an instant communication server.
• FIG. 6 is a block diagram illustrating an embodiment of a speech server.
• the invention can be implemented in numerous ways, including as a process; an apparatus; a system; a composition of matter; a computer program product embodied on a computer readable storage medium; and/or a processor, such as a processor configured to execute instructions stored on and/or provided by a memory coupled to the processor.
• these implementations, or any other form that the invention may take, may be referred to as techniques.
• the order of the steps of disclosed processes may be altered within the scope of the invention.
• a component such as a processor or a memory described as being configured to perform a task may be implemented as a general component that is temporarily configured to perform the task at a given time or a specific component that is manufactured to perform the task.
• the term 'processor' refers to one or more devices, circuits, and/or processing cores configured to process data, such as computer program instructions.
• IM Instant Messaging
• IM refers to a form of communication in which users communicate substantially in real-time.
• text data inputted by a first user (e.g., a website visitor) using special instant message software.
• the text data is transformed into speech data, and sent to a preconfigured phone number to be played to a second user (e.g., a website owner).
• the second user may respond directly by voice, and the voice data is received by the server and sent to the first user's terminal to be played. Therefore, the website owner can communicate with website visitors anytime and anywhere without relying on text based messaging, thereby improving customer service.
• FIG. 1 is a block diagram illustrating an embodiment of a system that supports instant messaging with speech.
• system 60 includes an instant communication server 61 and a speech server 62, which may be implemented as software processes executing on separate devices or on the same device.
• the system is configured as dedicated device and is owned and operated by the website owner.
• the system is a shared system offering software as service to various subscribers.
• the instant communication server 61 is adapted to receive text data input by a user at a first user terminal.
• the first user terminal may be a computer, a personal digital assistant, a mobile device, or other web-enabled device that supports instant communication software.
• the instant communication server is further configured to send the text data to the speech server, receive speech data sent by the speech server, send the speech data to the first user terminal via the Web-based instant communication software, and instruct the first user terminal to play the speech data.
• the speech server 62 is configured to receive the text data sent via the instant communication software from the first user terminal and received and forwarded by the instant communication server, transform the text data into speech data, send the speech data via a preconfigured phone number to a corresponding second user terminal.
• the speech server is further configured to receive speech data sent by the second user from the second user terminal, and send the speech data from the second user to the instant communication server to be forwarded to the first user terminal.
• FIG. 2 is a diagram illustrating an example setup for instant communication with voice support.
• the setup includes a visitor terminal 71, an instant communication server 72 which includes a speech server application 721 executing on the instant communication server, and a telecommunication server 73.
• the visitor terminal can be a computer, a personal digital assistant, a mobile device, or other web-enabled device that allows the user to access instant communication service on the instant communication server.
• the instant communication server also functions as the web server for providing web pages or other user interface via a network 705 such as the Internet.
• IM application 71 1 e.g., a web browser based IM application (referred to as WebIM)
• WebIM web browser based IM application
• IM application 71 1 sends the text data to a speech server 721 on server 72.
• the speech server 721 includes Text To Speech (TTS) software for transforming the text data into speech data.
• TTS Text To Speech
• a variety of TTS software/engines may be used, for example ReadPlease®, ProVerbe Speech unit, TextAloud®, etc.
• a phone number associated with the website e.g., the phone number of the website owner
• the phone number of the website owner is pre-configured and stored.
• the speech server sends a communication request to the telecommunication server 73.
• the communication request includes the preconfigured phone number and the speech data.
• the speech data may be formatted using MP3 or other audio format.
• telecommunication server 73 supports Session Initiation Protocol (SIP) and/or Voice-Over-IP (VoIP), and has th e capabilities to connect to th e Public Switched Telephone Network (PSTN) and put calls through to a regular landline phone or mobile phone.
• SIP Session Initiation Protocol
• VoIP Voice-Over-IP
• PSTN Public Switched Telephone Network
• the telecommunication server by Yuantel of Beijing, China is used.
• FIG. 3 is a flowchart illustrating an embodiment of an instant communication process.
• process 100 may be implemented on a system such as 60.
• the process starts at 102, when text data entered by the user via a first user terminal is received.
• the text data is initially received at an instant communication server such as 61.
• the text data is transformed into a first set of speech data using the TTS software.
• the text data is sent to a speech server such as 62 for the transformation.
• the first set of speech data is sent to a second user terminal that is associated with a preconfigured phone number.
• the phone number is preconfigured on the speech server, which forwards the speech data to the second user terminal.
• a second set of speech data sent from the second user terminal in response to the first set of speech data is received.
• the speech server is configured to receive the second set of speech data in this example.
• the second set of speech data is sent to the first user terminal to be played.
• the second set of speech data may be sent directly from the speech server to the first user terminal, or sent to the instant communication server then forwarded to be displayed in connection with the WebIM application executing in the first user terminal.
• the process may be repeated as the first user continues to enter additional text data.
• software code for implementing WebIM functions is added to webpage HTML code of the website to facilitate data transmission between website visitors and a server serving the website.
• An IM client is installed at a server of the website owner, with which the website owner can exchange text messages with website visitors using the IM client.
• Additional code (such as JavaScript code) is added to the webpage code text data to be sent to the speech server, speech data to be sent by the speech server, and the received speech data to be sent to a player of a website visitor's terminal.
• the player may be an independent application or a plug-in that is a part of the WebIM application executing on the first user terminal.
• the speech server transforms the text data into first speech data.
• the text data is transformed for example using a speech synthesis technique TTS (Text To Speech).
• TTS speech synthesis technology
• Other speech synthesis technology can also be used to transform text data into speech data.
• TTS also known as speech transformation technology, is developed to transform text information into audible sound information, and via computer speech synthesis, any text can be transformed into highly natural speech. The technology is well known in the art, and further description is omitted.
• sending the first speech data to the second user terminal corresponding to the preconfigured phone number includes:
• the speech server sends the first speech data to a telecommunication server, the telecommunication server connects to the PSTN and dials the preconfigured phone number on receipt of the first speech data, and sends the first speech data when the call is put through; that is, after transforming the text data into the first speech data, the speech server sends a communication request to the telecommunication server, the telecommunication server searches for a corresponding phone number based on the content of the request, and sends the first speech data to the second user terminal corresponding to the phone number when the call is put through, the second user terminal may respond and return responding speech data to the speech server via the telecommunication server after hearing a sound indication.
• the speech server is configured to obtain all speech data
• the telecommunication server is configured to collect the second set of speech data returned by the second user terminal.
• the speech server collects a voice response made after the sound indication by the second user terminal, and sends the second speech data to the Web-based instant communication software on the website.
• the Web-based instant communication software displays a speech file, and the user can use player software to hear the message replied from the second user terminal.
• the preconfigured phone number includes multiple phone numbers, and various intelligent response schemes can be configured. For example, different phone numbers from sales people from different regions are preconfigured on the server. Based on the Internet Protocol (IP) address of the first user terminal from which the text data is sent, the location of the website visitor may be determined. Thus, the transformed voice message is sent to the phone number that corresponds to or is in close proximity to the region from which the text message originates. As another example, different phone numbers may configured for different time periods such that a landline office telephone is configured to receive the messages during working hours, and a mobile phone is called afterhours. These two examples are described in greater detail below.
• IP Internet Protocol
• the preconfigured phone number includes multiple phone numbers, i.e., one website owner may be associated with several phone numbers, for example, a phone number of Beijing, a phone number of Shanghai and a phone number of Shenzhen
• the step of initiating a call with the preconfigured phone number includes: determining an IP address of the first user terminal, determining a region to which the first user terminal belongs, selecting a phone number of an appropriate region based on the determination, and initiating a call with the selected phone number.
• a Beijing company markets and sells a device on a website, and designates contacts A and B as local distributor in Shanghai and Shenzen, respectively.
• the Beijing company may provide a main contact number of the company, contact numbers of the local distributors with IP addresses of their regions in a database of the speech server.
• the speech server determines an IP address of a website visitor, and if it determines that the visitor is from Beijing, a preconfigured phone number of the Beijing company is dialed; if it determines that the visitor is from Shanghai, a phone number configured with the Shanghai distributor is dialed; and if it determines that the visitor is from Shenzhen, a phone number configured with the Shenzhen distributor is dialed.
• the step of the speech server initiating a call with the preconfigured phone number includes: determining a time when the first user terminal sends the text data; selecting a phone number of a corresponding time period based on the determined time; and initiating a call with the selected phone number.
• the website owner may set phone numbers answered in different time periods, for example, a fixed phone number of the website owner may be called in working hours, a mobile phone number of the website owner may be called off-work.
• FIG. 4 is a flowchart illustrating another embodiment of an instant communication process.
• process 300 may be implemented on a system such as 60.
• the process starts at 302, when text data entered by the user via a first user terminal is received.
• the text data is transformed into a first set of speech data using TTS software.
• an appropriate phone number is selected from a plurality of preconfigured phone numbers.
• the originating region of the text data, time of contact, and many other appropriate criteria can be used.
• the first set of speech data is sent to a second user terminal that is associated with the selected phone number.
• a second set of speech data sent from the second user terminal in response to the first set of speech data is received.
• the speech server is configured to receive the second set of speech data in this example.
• the second set of speech data is sent to the first user terminal to be played.
• the second set of speech data may be sent directly from the speech server to the first user terminal, or sent to the instant communication server then forwarded to the WebIM application executing in the first user terminal.
• a data file icon or the like may be displayed in connection with an audio player program, and the reply speech data is played at the first user's option. In some embodiments, the data is directly played.
• the process may be repeated as the first user continues to enter additional text data.
• WebIM software can send text data inputted by the user to the speech server.
• the speech server transforms the text data into speech data, dials the preconfigured phone number, and plays the speech data when the phone number is put through. Then the person answering the call leaves a message after a sound indication.
• the message is transformed by the speech server into a speech file and sent to the WebIM to be played by a computer.
• the website owner may communicate with the visitor via a mobile phone or a fixed phone anytime and anywhere, which may improve the reception of Internet marketing, reduce prerequisite requirements for e-commerce; and connect the Internet and the telecommunication network.
• the owner may bind his mobile phone number with the website, and receive visitors' inquiries by phone. For example, a visitor A visits the website and asks via WebIM: "What's the price for a rolling door?" In a traditional WebIM mode, no one would answer the visitor. But now the owner will receive a call and hear the speech "Visitor A says: What's the price for a rolling door, question mark, please leave a message for visitor A after the sound indication, beep". The owner may respond with "Hello, the cost varies depending on size and quantity. Please leave your phone number, I'll call you back.” Then visitor A sees that the owner has sent a speech file on the WebIM, and can play back the message. The visitor may reply with his phone number. Then the owner receives another call and hears the phone number. Finally, the owner may call visitor A directly upon obtaining the phone number. A potential business opportunity is therefore captured.
• Embodiments of the invention not only transform text data into speech data, but also allow website visitors and website owners to communicate freely from the separated Internet and telecommunication network.
• FIG. 5 is a block diagram illustrating an embodiment of an instant communication server.
• the instant communication server includes: a text data reception unit 41, a text sending unit 42, a speech data reception unit 43, and a speech data sending unit 44.
• the text data reception unit 41 is adapted to receive via Web-based instant communication software text data inputted by a first user terminal;
• the text sending unit 42 is adapted to send the text data received by the text data reception unit to a speech server;
• the speech data reception unit 43 is adapted to receive speech data sent by the speech server;
• the speech data sending unit 44 is adapted to send via the instant communication software the speech data received by the speech data reception unit to the first user terminal, particularly, the speech data may be sent to the first user terminal via the Web-based instant communication software.
• the web page of the website not only has standard WebIM functions, but also has the function to transmit text data of the WebIM to a speech server and the function to receive speech files sent from the speech server.
• code in a webpage source file of the website e.g. JavaScript code
• the web page of the website not only has standard WebIM functions, but also has the function to transmit text data of the WebIM to a speech server and the function to receive speech files sent from the speech server.
• the code transmits the text data to the speech server.
• a program on the speech server integrated with the speech synthesis technology such as TTS may transform the text data into speech data.
• the speech server sends speech data directly to the WebIM if receiving the speech data from a phone.
• FIG. 6 is a block diagram illustrating an embodiment of a speech server.
• the speech server includes: a text data reception unit 51, a transformation unit 52, a first speech data sending unit 53, a second speech data reception unit 54, and a second speech data sending unit 55.
• the text data reception unit 51 is adapted to receive text data sent via instant communication software by a first user terminal; the transformation unit 52 is adapted to transform the text data received by the text data reception unit 51 into first speech data; the first speech data sending unit 53 is adapted to send via a preconfigured phone number the first speech data transformed by the transformation unit 52 to a corresponding second user terminal; the second speech data reception unit is adapted to receive second speech data sent by the second user terminal; the second speech data sending unit is adapted to send via the instant communication software the second speech data received by the second speech data reception unit 53 to the first user terminal.
• the text data reception unit 51 sends text data subsequently sent by the first user terminal to the transformation unit 52, when receiving the text data subsequently sent via Web-based instant communication software by the first user terminal; and functions of the first speech data sending unit 53, the second speech data reception unit 54 and the second speech data sending unit 55 are performed subsequently.
• the first speech data sending unit 53 includes: an initiation unit and a data sending unit.
• the initiation unit is adapted to initiate a call with the preconfigured phone number;
• the data sending unit is adapted to send the first speech data to a telecommunication server, and instruct the telecommunication server to play the first speech data when the call is put through;
• the second speech data reception unit is adapted to receive the second speech data returned from the second user terminal and collected by the communication server.
• the speech server further includes: a pre-configuration unit, adapted to pre-bind a website with a phone number of the second user terminal, a plurality of phone numbers of the second user terminal of different regions, or phone numbers of the second user terminal of different time periods.
• the second speech data sending unit further includes: a determination unit and a number sending unit.
• the determination unit is adapted to determine an IP address of the first user terminal, determine a region to which the first user terminal belongs, and select a phone number of a corresponding region from the plurality of phone numbers in the pre- configuration unit; the number sending unit is adapted to send the selected phone number to the initiation unit.
• the second speech data sending unit further includes: a determination unit, a selection unit and a number sending unit.
• the determination unit is adapted to determine a time when the first user terminal sends the text data;
• the selection unit is adapted to select a phone number of a corresponding time period in the pre-configuration unit based on the determined time;
• the number sending unit is adapted to send the selected number to the initiation unit.
• the units described above can be implemented as software components executing on one or more general purpose processors, as hardware such as programmable logic devices and/or Application Specific Integrated Circuits designed to perform certain functions or a combination thereof.
• the units can be embodied by a form of software products which can be stored in a nonvolatile storage medium (such as optical disk, flash storage device, mobile hard disk, etc.), including a number of instructions for making a computer device (such as personal computers, servers, network equipments, etc.) implement the methods described in the embodiments of the present invention.
• the units may be implemented on a single device or distributed across multiple devices.
• the functions of the units may be merged into one another or further split into multiple sub-units.
• the contribution of the technical solution of the invention can be represented via software products, which may be stored in storage medium such as ROM/RAM, magnetic disk and optical discs, and includes several instructions to enable a computer device (e.g. personal computer, server, or network device) to perform a method described in an embodiment or part of an embodiment of the invention.

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• Engineering & Computer Science (AREA)
• Computer Networks & Wireless Communication (AREA)
• Signal Processing (AREA)
• Telephonic Communication Services (AREA)

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• 2008
  • 2008-12-31 CN CN2008101877354A patent/CN101465825B/zh active Active
• 2009
  • 2009-12-21 US US12/655,080 patent/US20100169096A1/en not_active Abandoned
  • 2009-12-22 EP EP18153987.5A patent/EP3331203B1/en active Active
  • 2009-12-22 WO PCT/US2009/006705 patent/WO2010077335A1/en not_active Ceased
  • 2009-12-22 JP JP2011543502A patent/JP5635533B2/ja not_active Expired - Fee Related
  • 2009-12-22 ES ES09836516.6T patent/ES2668838T3/es active Active
  • 2009-12-22 EP EP09836516.6A patent/EP2377036B1/en active Active

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