WO2020122832A1 - A system for providing user interface associated with content of call - Google Patents

A system for providing user interface associated with content of call Download PDF

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Publication number
WO2020122832A1
WO2020122832A1 PCT/TR2019/050612 TR2019050612W WO2020122832A1 WO 2020122832 A1 WO2020122832 A1 WO 2020122832A1 TR 2019050612 W TR2019050612 W TR 2019050612W WO 2020122832 A1 WO2020122832 A1 WO 2020122832A1
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WO
WIPO (PCT)
Prior art keywords
call
action
tip detection
module
voice recognition
Prior art date
Application number
PCT/TR2019/050612
Other languages
French (fr)
Inventor
Aras Bilgen
Original Assignee
Turkiye Garanti Bankasi Anonim Sirketi
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 Turkiye Garanti Bankasi Anonim Sirketi filed Critical Turkiye Garanti Bankasi Anonim Sirketi
Publication of WO2020122832A1 publication Critical patent/WO2020122832A1/en

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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
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L17/00—Speaker identification or verification techniques
    • G10L17/22—Interactive procedures; Man-machine interfaces
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/08—Speech classification or search
    • G10L15/18—Speech classification or search using natural language modelling
    • G10L15/1822—Parsing for meaning understanding
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38—Displays
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2038—Call context notifications

Definitions

  • the present invention relates to a system which dynamically provides interface for user based upon content of call, in calls requiring the user to input data.
  • the United States patent document no. US2008169944 discloses a method and apparatus for allowing images displayed on a keypad of a networked phone to be dynamically changed.
  • the said invention has a plurality of dynamic keys whereby images, symbols and/or graphics can be displayed on the dynamic keypad. Images or symbols displayed on keys can be dynamically changed in order to meet the options that can be used for each menu of an IVR (Interactive Voice Response) application.
  • IVR Interactive Voice Response
  • An objective of the present invention is to realize a system which provides data input interfaces to a user on his/her mobile device dynamically and in association with content of call in calls that the user makes with authorized units such as call center staff, customer representative.
  • Figure 1 is a schematic view of the inventive system.
  • the inventive system (1) for providing user interface associated with content of call comprises:
  • At least one tip detection and action module (2) which is configured to listen a call and take action in accordance with the analysis of the content of a call;
  • At least one voice recognition module (3) which runs on the tip detection and action module (2) and which is configured to detect the words in the content of a call listened by the tip detection and action module (2) by using voice recognition method;
  • At least one word group database (4) which runs on the tip detection and action module (2) and which is consulted by the voice recognition module (3) in order to determine which word groups will be detected;
  • At least one action database (5) which runs on the tip detection and action module (2) and which is accessed by the tip detection and action module (2) in order to determine the actions that it will take.
  • the tip detection and action module (2) included in the inventive system (1) is configured to listen the call when a call is started.
  • the tip detection and action module (2) is configured to cooperate with the voice recognition module (3) and the word group database (4) as it listens the call so as to trigger the necessary input transactions and to cooperate with the action database (5) so as to take action.
  • the tip detection and action module (2) is configured to use machine learning algorithms and natural language processing (NLP) algorithms as it listens the call.
  • NLP natural language processing
  • the tip detection and action module (2) is configured to process the sound signals comprising the input instructions that it detects as it listens the call.
  • the tip detection and action module (2) is configured to take action as soon as the time indicator states by receiving the information of time indicator and the data from the source by accessing an external source as it listens the call.
  • the voice recognition module (3) included in the inventive system (1) runs on the tip detection and action module (2) and it is configured to use voice recognition technology in order to detect the tips in the call listened by the tip detection and action module (2).
  • the voice recognition module (3) is configured to access the word group database (4) in order to find out which word groups will be detected in the call and the actions associated with these word groups.
  • the voice recognition module (3) is configured to detect the word groups that are included in the call listened by the tip detection and action module (2) and that are determined by means of the word group database (4).
  • the word group database (4) included in the inventive system (1) is configured to store the word group that are accessed by the voice recognition module (3) and will be detected in the call.
  • the action database (5) included in the inventive system (1) is configured to store the actions that are associated with the tips and the word groups detected by the tip detection and action module (2) by means of the voice recognition module (3).
  • the action database (5) is configured to store actions such as changing the view of dial keys, triggering additional phone functions and triggering any application that runs on the user device.
  • the tip detection and action module (2) can present a keypad to the user when it detects a command of“dial ⁇ number> for ⁇ function>.” in the call listened by it.
  • the tip detection and action module (2) clears the input area automatically when it detects that the next command is again a number dialling.
  • the tip detection and action module (2) presents a text input area and a submit key by using the user interface components when it detects command of “Enter your social security number.” in the call listened by it. In this way, it provides the user with opportunities to use and autofill functions such as displaying the input and editing, copy/paste on the input if necessary.
  • the user interface to be presented to the user can be used for inputs in the form of numerical passwords, numerical one time passwords, policy numbers, numerical car plates, subscriber numbers, RSA codes running by an asymmetric encryption algorithm, dates, postal codes, sequence numbers, numerical quantities.
  • the user calls a call center and an automatic system asks why s/he has called the call center.
  • the tip detection and action module (2) detects this situation, it accesses the action database (5) and determines to present an interface -which includes a visual menu comprising the reasons of call for the call center- to the user as actions related to this situation.
  • the tip detection and action module (2) detects that the user has selected an option requiring verification, it presents an alphanumeric keypad to the user and it realizes the verification by connecting to a verification service when the user transmits the related input. Then, the verification service transmits a notification to the ongoing call session.
  • the user speaks to a customer representative about a transaction requiring a user assessment.
  • the tip detection and action module (2) presents the material that will be assessed together with options of accept and reject on an assessment screen to the user.
  • the tip detection and action module (2) communicates with the call by means of DTMF tones or network connection in order to realize the transaction.
  • the user speaks to a customer representative about a transaction requiring copies of various documents.
  • the tip detection and action module (2) presents a document download screen to the user when the customer representative starts a flow of file download.
  • the user device wherein the calls are realized has to give an authorization for listening call to the said system (1).
  • the interactive transactions disclosed in the inventive system (1) require cellular technology enabling simultaneous data and voice transmission.
  • the tip detection and action module (2) starts listening the call by stepping in when the call is starts.
  • the voice recognition module (3) running on the tip detection and action module (2) accesses the word group database (4) in order that the tips to be detected by the tip detection and action module (2) are determined.
  • the voice recognition module (3) determines the related word groups mentioned in the call being listened by the tip detection and action module (2) by receiving the word groups to be detected from the word group database (4).
  • the tip detection and action module (2) obtains tips about the content of the call by means of the word groups determined by the voice recognition module (3). Then, the tip detection and action module (2) determines the action associated with the related tip upon accessing the action database (5) wherein the tips and the word groups are stored by being matched with various actions and it takes this action.

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  • Engineering & Computer Science (AREA)
  • Human Computer Interaction (AREA)
  • Marketing (AREA)
  • Signal Processing (AREA)
  • Health & Medical Sciences (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Business, Economics & Management (AREA)
  • Physics & Mathematics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • User Interface Of Digital Computer (AREA)
  • Information Transfer Between Computers (AREA)
  • Telephonic Communication Services (AREA)

Abstract

The present invention relates to a system which dynamically provides interface for user based upon content of call, in calls requiring the user to input data.

Description

A SYSTEM FOR PROVIDING USER INTERFACE ASSOCIATED WITH
CONTENT OF CALL
Technical Field
The present invention relates to a system which dynamically provides interface for user based upon content of call, in calls requiring the user to input data.
Background of the Invention
Today, various instructions are given to users in calls made with call center staff or customer representatives and they are asked to press a key/keys in compliance with these instructions. In order to press a key/keys in compliance with instructions; users listen the instruction at first, keep the options included in the instruction and the numbers associated with the options in mind, move the telephone away from their ear, convert the call screen located on their mobile device screen into call keypad, enter the number related to the option they want to select and bring the handset to their ear in a short time. There are multiple instructions in some transactions and as the number of instruction increase, the numbers entered to the keypad accumulate and they cause the user to press a wrong key/keys and sometimes not to be able to keep the number related to the option they want to select in mind.
Given the studies and the deficiencies in the state of the art; it is understood that there is need for a system which enables users to follow the instructions easily and to reduce the process steps that s/he has to carry out. The United States patent document no. US2008169944, an application in the state of the art, discloses a method and apparatus for allowing images displayed on a keypad of a networked phone to be dynamically changed. The said invention has a plurality of dynamic keys whereby images, symbols and/or graphics can be displayed on the dynamic keypad. Images or symbols displayed on keys can be dynamically changed in order to meet the options that can be used for each menu of an IVR (Interactive Voice Response) application.
The invention mentioned in the United States patent document no. US2009154666, another application in the state of the art, discloses a telephone device which has a display composing the menu tree of IVR system. The user can display menu tree structure during a call before quitting the call.
Summary of the Invention
An objective of the present invention is to realize a system which provides data input interfaces to a user on his/her mobile device dynamically and in association with content of call in calls that the user makes with authorized units such as call center staff, customer representative.
Detailed Description of the Invention
“A System for Providing User Interface Associated with Content of Call” realized to fulfil the objective of the present invention is shown in the figure attached, in which:
Figure 1 is a schematic view of the inventive system.
The components illustrated in the figure are individually numbered, where the numbers refer to the following:
1. System
2. Tip detection and action module 3. Voice recognition module
4. Word group database
5. Action database
The inventive system (1) for providing user interface associated with content of call comprises:
at least one tip detection and action module (2) which is configured to listen a call and take action in accordance with the analysis of the content of a call;
at least one voice recognition module (3) which runs on the tip detection and action module (2) and which is configured to detect the words in the content of a call listened by the tip detection and action module (2) by using voice recognition method;
at least one word group database (4) which runs on the tip detection and action module (2) and which is consulted by the voice recognition module (3) in order to determine which word groups will be detected;
at least one action database (5) which runs on the tip detection and action module (2) and which is accessed by the tip detection and action module (2) in order to determine the actions that it will take.
The tip detection and action module (2) included in the inventive system (1) is configured to listen the call when a call is started. The tip detection and action module (2) is configured to cooperate with the voice recognition module (3) and the word group database (4) as it listens the call so as to trigger the necessary input transactions and to cooperate with the action database (5) so as to take action. In one embodiment of the invention, the tip detection and action module (2) is configured to use machine learning algorithms and natural language processing (NLP) algorithms as it listens the call. In another embodiment of the invention, the tip detection and action module (2) is configured to process the sound signals comprising the input instructions that it detects as it listens the call. In a further embodiment of the invention, the tip detection and action module (2) is configured to take action as soon as the time indicator states by receiving the information of time indicator and the data from the source by accessing an external source as it listens the call.
The voice recognition module (3) included in the inventive system (1) runs on the tip detection and action module (2) and it is configured to use voice recognition technology in order to detect the tips in the call listened by the tip detection and action module (2). The voice recognition module (3) is configured to access the word group database (4) in order to find out which word groups will be detected in the call and the actions associated with these word groups. The voice recognition module (3) is configured to detect the word groups that are included in the call listened by the tip detection and action module (2) and that are determined by means of the word group database (4).
The word group database (4) included in the inventive system (1) is configured to store the word group that are accessed by the voice recognition module (3) and will be detected in the call.
The action database (5) included in the inventive system (1) is configured to store the actions that are associated with the tips and the word groups detected by the tip detection and action module (2) by means of the voice recognition module (3). The action database (5) is configured to store actions such as changing the view of dial keys, triggering additional phone functions and triggering any application that runs on the user device.
In one embodiment of the invention, the tip detection and action module (2) can present a keypad to the user when it detects a command of“dial <number> for <function>.” in the call listened by it. The tip detection and action module (2) clears the input area automatically when it detects that the next command is again a number dialling. In another embodiment of the invention, the tip detection and action module (2) presents a text input area and a submit key by using the user interface components when it detects command of “Enter your social security number.” in the call listened by it. In this way, it provides the user with opportunities to use and autofill functions such as displaying the input and editing, copy/paste on the input if necessary. When the user presses the submit key, the input line is converted into dual-tone multifrequency (DTMF) tone. The user interface to be presented to the user can be used for inputs in the form of numerical passwords, numerical one time passwords, policy numbers, numerical car plates, subscriber numbers, RSA codes running by an asymmetric encryption algorithm, dates, postal codes, sequence numbers, numerical quantities.
In another embodiment of the invention, the user calls a call center and an automatic system asks why s/he has called the call center. When the tip detection and action module (2) detects this situation, it accesses the action database (5) and determines to present an interface -which includes a visual menu comprising the reasons of call for the call center- to the user as actions related to this situation. When the user touches an options included in the menu, the DTMF tone related to the option is sent to the call center by means of the call. When the tip detection and action module (2) detects that the user has selected an option requiring verification, it presents an alphanumeric keypad to the user and it realizes the verification by connecting to a verification service when the user transmits the related input. Then, the verification service transmits a notification to the ongoing call session.
In another embodiment of the invention, the user speaks to a customer representative about a transaction requiring a user assessment. The tip detection and action module (2) presents the material that will be assessed together with options of accept and reject on an assessment screen to the user. When the user makes a selection, the tip detection and action module (2) communicates with the call by means of DTMF tones or network connection in order to realize the transaction.
In a further embodiment of the invention, the user speaks to a customer representative about a transaction requiring copies of various documents. The tip detection and action module (2) presents a document download screen to the user when the customer representative starts a flow of file download.
In the inventive system (1), the user device wherein the calls are realized has to give an authorization for listening call to the said system (1).
The interactive transactions disclosed in the inventive system (1) require cellular technology enabling simultaneous data and voice transmission.
First a call is started in the inventive system (1). The tip detection and action module (2) starts listening the call by stepping in when the call is starts. The voice recognition module (3) running on the tip detection and action module (2) accesses the word group database (4) in order that the tips to be detected by the tip detection and action module (2) are determined. The voice recognition module (3) determines the related word groups mentioned in the call being listened by the tip detection and action module (2) by receiving the word groups to be detected from the word group database (4). The tip detection and action module (2) obtains tips about the content of the call by means of the word groups determined by the voice recognition module (3). Then, the tip detection and action module (2) determines the action associated with the related tip upon accessing the action database (5) wherein the tips and the word groups are stored by being matched with various actions and it takes this action.
Within these basic concepts; it is possible to develop various embodiments of the inventive system (1); the invention cannot be limited to examples disclosed herein and it is essentially according to claims.

Claims

1. A system (1) for providing user interface associated with content of call;
characterized by:
at least one tip detection and action module (2) which is configured to listen a call and take action in accordance with the analysis of the content of a call;
at least one voice recognition module (3) which runs on the tip detection and action module (2) and which is configured to detect the words in the content of a call listened by the tip detection and action module (2) by using voice recognition method;
at least one word group database (4) which runs on the tip detection and action module (2) and which is consulted by the voice recognition module (3) in order to determine which word groups will be detected;
at least one action database (5) which runs on the tip detection and action module (2) and which is accessed by the tip detection and action module (2) in order to determine the actions that it will take.
2. A system (1) according to Claim 1; characterized by the voice recognition module (3) which is configured to listen the call when a call is started.
3. A system (1) according to any of the preceding claims; characterized by the tip detection and action module (2) which is configured to cooperate with the voice recognition module (3) and the word group database (4) as it listens the call so as to trigger the necessary input transactions and to cooperate with the action database (5) so as to take action.
4. A system (1) according to any of the preceding claims; characterized by the tip detection and action module (2) which is configured to use machine learning algorithms and natural language processing (NLP) algorithms as it listens the call.
5. A system (1) according to any of the preceding claims; characterized by the tip detection and action module (2) which is configured to process the sound signals comprising the input instructions that it detects as it listens the call.
6. A system (1) according to any of the preceding claims; characterized by the tip detection and action module (2) which is configured to take action as soon as the time indicator states by receiving the information of time indicator and the data from the source by accessing an external source as it listens the call.
7. A system (1) according to any of the preceding claims; characterized by the voice recognition module (3) which runs on the tip detection and action module (2) and which is configured to use voice recognition technology in order to detect the tips in the call listened by the tip detection and action module (2).
8. A system (1) according to any of the preceding claims; characterized by the voice recognition module (3) which is configured to access the word group database (4) in order to find out which word groups will be detected in the call and the actions associated with these word groups.
9. A system (1) according to any of the preceding claims; characterized by the voice recognition module (3) which is configured to detect the word groups that are included in the call listened by the tip detection and action module (2) and that are determined by means of the word group database (4).
10. A system (1) according to any of the preceding claims; characterized by the word group database (4) included in the inventive system (1) is configured to store the word group that are accessed by the voice recognition module (3) and will be detected in the call.
11. A system (1) according to any of the preceding claims; characterized by the action database (5) which is configured to store the actions that are associated with the tips and the word groups detected by the tip detection and action module (2) by means of the voice recognition module (3).
12. A system (1) according to any of the preceding claims; characterized by the action database (5) which is configured to store actions such as changing the view of dial keys, triggering additional phone functions and triggering any application that runs on the user device.
PCT/TR2019/050612 2018-12-10 2019-07-23 A system for providing user interface associated with content of call WO2020122832A1 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
TR2018/18973A TR201818973A2 (en) 2018-12-10 2018-12-10 A SYSTEM PROVIDING USER INTERFACE RELATED TO SEARCH CONTENT
TR2018/18973 2018-12-10

Publications (1)

Publication Number Publication Date
WO2020122832A1 true WO2020122832A1 (en) 2020-06-18

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PCT/TR2019/050612 WO2020122832A1 (en) 2018-12-10 2019-07-23 A system for providing user interface associated with content of call

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AR (1) AR117311A1 (en)
TR (1) TR201818973A2 (en)
WO (1) WO2020122832A1 (en)

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7340040B1 (en) * 1999-09-13 2008-03-04 Microstrategy, Incorporated System and method for real-time, personalized, dynamic, interactive voice services for corporate-analysis related information
US20140179283A1 (en) * 2012-12-20 2014-06-26 Pantech Co., Ltd. Portable terminal and method for providing information during a call
US20160080558A1 (en) * 2014-09-15 2016-03-17 Samsung Electronics Co., Ltd. Electronic device and method for displaying phone call content

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7340040B1 (en) * 1999-09-13 2008-03-04 Microstrategy, Incorporated System and method for real-time, personalized, dynamic, interactive voice services for corporate-analysis related information
US20140179283A1 (en) * 2012-12-20 2014-06-26 Pantech Co., Ltd. Portable terminal and method for providing information during a call
US20160080558A1 (en) * 2014-09-15 2016-03-17 Samsung Electronics Co., Ltd. Electronic device and method for displaying phone call content

Also Published As

Publication number Publication date
AR117311A1 (en) 2021-07-28
TR201818973A2 (en) 2019-02-21

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