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Voice response system

a voice response and voice technology, applied in the direction of substation equipment, automatic call-answering/message-recording/conversation-recording, surveillance/monitoring/testing arrangements, etc., can solve the problem of repetitive dialogu

Inactive Publication Date: 2014-08-26
BRITISH TELECOMM PLC
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Benefits of technology

Prevents user discouragement by adapting message verbosity and variety, enhancing user experience and system usability by reducing repetitive interactions.

Problems solved by technology

However, a problem with such a system is that it is possible for the user to get ‘stuck’ in a particular state, and hence the dialogue becomes repetitive.

Method used

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Examples

Experimental program
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Embodiment Construction

[0020]FIG. 1 illustrates a conventional computer 101, such as a Personal Computer, generally referred to as a PC, running a conventional operating system 103, such as Windows (a Registered Trade Mark of Microsoft Corporation), having a store 123 and having a number of resident application programs 105 such as an e-mail program, a text to speech synthesiser, a speech recogniser, a telephone interface program or a database management program. The computer 101 also has a program 109 which together with data stored in the store 123, and resident application programs provides an interactive voice response system as described below with reference to FIG. 2.

[0021]The computer 101 is connected to a conventional disc storage unit 111 for storing data and programs, a keyboard 113 and mouse 115 for allowing user input and a printer 117 and display unit 119 for providing output from the computer 101. The computer 101 also has access to external networks (not shown) via a network connection card...

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PUM

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Abstract

With interactive voice response services, it can be frustrating for a user to become stuck in a dialogue where the same question is asked repetitively. Here the wording of questions used by the system are varied throughout the dialogue depending upon how many times a user has visited a particular dialogue state during the call history. Furthermore the wording of the question is also varied in dependence upon the way in which the question was asked the last time the user was in a particular dialogue state.

Description

[0001]This application is the US national phase of international application PCT / GB02 / 01643 filed 8 April 2002 which designated the U.S.TECHNICAL FIELD[0002]This invention relates to a voice response apparatus and method, particularly although not exclusively for accessing and updating remotely held data using a telephone.BACKGROUND TO THE INVENTION AND PRIOR ART[0003]In known voice response systems a dialogue model is used to model a dialogue between a user and the system. Often such a dialogue model comprises states (or nodes) which are notionally connected by edges. Conceptually a user making a call to the visits a state and the system asks the user a question in dependence up on the current state the user is visiting. The user's answer is analysed by the system in order to decide which state the user should visit next, and hence what the next question should be.[0004]However, a problem with such a system is that it is possible for the user to get ‘stuck’ in a particular state, a...

Claims

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Application Information

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Patent Type & Authority Patents(United States)
IPC IPC(8): H04M11/00H04M1/64H04M3/22H04M3/36H04M3/493
CPCH04M3/2218H04M3/36H04M3/493H04M2203/355
Inventor HARRISON, MICHAEL ANDREWPOPAY, PAUL IANWATTON, NEIL LEWIS
Owner BRITISH TELECOMM PLC