Voice Message Encoding for Telephone Diagnostics
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Solution Overview
Problem
Existing systems for reporting consumer appliance and electronic device information over telephone lines lack sufficient recognition confidence, failing to improve customer service efficiency and accuracy in troubleshooting.
Innovation Solution
A system comprising a consumer appliance or electronic device with a processor, memory, and speaker that encodes data into prerecorded human voice messages with high recognition accuracy, transmitting this information audibly over a telephone connection for decoding and interpretation by a customer service server, enabling reliable and efficient data transmission.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If DTMF signaling is used over analog telephone lines, then information can be transmitted from the device to the customer service system, but the recognition confidence is insufficient to meet customer service goals
Solution Approach 1:
The patent replaces the mechanical/electrical DTMF signaling system with a voice-based communication system. The device speaks pre-recorded human voice messages containing diagnostic information, and the customer service system uses voice recognition to interpret these messages. This substitution of the communication medium fundamentally improves recognition confidence while maintaining information transmission capability.
Solution Approach 2:
The patent changes the parameter of the communication signal from DTMF frequencies to human voice frequency range. By utilizing pre-recorded human voice messages with specific acoustic characteristics, the system achieves higher recognition confidence. The voice messages are designed to be clearly distinguishable and optimized for voice recognition accuracy, directly addressing the insufficient recognition confidence of DTMF signaling.
2Productivity
If manual customer service troubleshooting is used, then customer service representatives can handle complex issues, but human error reduces efficiency and accuracy
Solution Approach 1:
The patent implements a self-service communication system where the device automatically speaks its diagnostic information and the system automatically recognizes and processes this information. This eliminates the need for manual data collection by customer service representatives, thereby improving efficiency while maintaining high accuracy through automated voice recognition processing.
Solution Approach 2:
The system establishes a feedback loop where the device transmits diagnostic information through voice messages, the system recognizes and interprets these messages, and can request additional information if needed. This automated feedback mechanism improves both efficiency and accuracy by eliminating manual intervention errors while maintaining the ability to handle complex troubleshooting scenarios.
3Loss of information
If all individual words from prerecorded messages are mapped to code characters, then complete information can be transmitted, but recognition accuracy decreases for less common words
Solution Approach 1:
The patent applies local quality by creating a specialized mapping for high-recognition words. Instead of treating all words uniformly, the system identifies words with higher recognition accuracy and maps these to code characters preferentially. This localized optimization ensures that the most commonly used and most accurately recognized words are used for critical diagnostic information, maintaining both information completeness and high recognition accuracy.
Solution Approach 2:
The system changes the parameter of word selection by filtering and selecting only those words from the pre-recorded messages that have high recognition accuracy. This parameter change in the vocabulary selection process ensures that only words with proven high recognition rates are used in the communication protocol, thereby maintaining both information completeness and high measurement precision in word recognition.
Data Source
AI summary
A method for optimizing message transmission and decoding comprises: reading data from a memory of an originating device, the data comprising information regarding the originating device; encoding the data by converting the data to a subset of words having a ranked recognition accuracy higher than the remainder of words; transmitting the encoded data from the originating device to a receiving system audibly as words via a telephone connection; utilizing a voice recognition software to recognize the words; decoding the words back to the data; and taking a predetermined action based on the data.