System and method for connecting a user to business services

• US 10,367,929 B2
• Filed: 05/17/2018
• Issued: 07/30/2019
• Est. Priority Date: 09/01/2005
• Status: Active Grant

• Current Assignee: Xtone Incorporated
• Original Assignee: Xtone Incorporated
• Inventors: Dhawan, Vishal, Price, Timothy M., Sindhwani, Manoj
• Primary Examiner(s): Zenati, Amal S
• Application Number:
  US15/982,701
• Publication Number:
  US 20180278736A1
• Time in Patent Office: 439 Days
• Field of Search: 379 8801
• CPC Class Codes: H04M 1/2478 Telephone terminals specially adapted for non-voice services, e.g. email, internet access centralized arrangements where telephones services are combined H04M7/0024; for recording text messages H04M3/5322; for accessing Internet H04M3/4938
• CPC Class Codes: H04M 1/2535 adapted for voice communication over an Internet Protocol [IP] network Voice over Internet Protocol (VoIP) network equipment and services H04M7/006; implementation or adaptation of Internet protocol [IP], of transmission control protocol [TCP] or of user datagram protocol [UDP] H04L69/16
• CPC Class Codes: H04M 1/271 controlled by voice recognition
• CPC Class Codes: H04M 15/08 Metering calls to called party , i.e. B-party charged for the communication
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2250/74 with voice recognition means voice activated dialling H04M1/271; voice recognition algorithms G10L15/00
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00

Abstract

A system and method for interacting with a user receives a request from the user to be connected to a business. The system then checks to determine if a voice application has been prepared for that business, or to determine if there are any voice applications that are relevant to the goods and/or services provided by the business. If so, the system performs the voice application for the user, instead of connecting the user to the business. If no such voice applications exist, then the system proceeds to connect the user to the business.

Claims

1. An apparatus configured to interact with a user, comprising:

an audio input device configured to receive spoken audio input from a user; and

one or more processors that are configured to perform a method comprising the steps of;

interpreting a spoken request from a user to communicate with a business that is received via the audio input device;

determining whether at least one voice application relevant to the goods and/or services provided by the business is available;

performing at least one voice application that is relevant to the goods and/or services provided by the business for the user when a voice application relevant to the goods and/or services provided by the business is available, wherein the voice application is performed, at least in part, on the apparatus; and

establishing a communications channel between the user and the business when no voice application relevant to the goods and/or services of the business is available.

2. The apparatus of claim 1, wherein the user'"'"'s request to communicate with a business is provided to a voice applications agent that is resident, at least in part, on the apparatus or to a voice application that is performed by a voice applications agent that is resident, at least in part, on the apparatus, and wherein the determining step comprises determining, with the voice applications agent or the voice application, whether one or more voice applications that are relevant to the goods and/or services provided by the business are available.

3. The apparatus of claim 1, wherein the performing step comprises a voice applications agent that is resident, at least in part, on the apparatus performing a voice application.

4. The apparatus of claim 3, further comprising an audio output device configured to play audio to a user, and wherein performing the voice application comprises playing audio to the user via the audio output device.

5. The apparatus of claim 1, wherein if the determining step indicates that a plurality of voice applications that are relevant to the goods and/or services provided by the business are available, the method further comprises interacting with the user with a voice applications agent that is resident, at least in part, on the apparatus or a voice application that is performed by a voice applications agent that is resident, at least in part, on the apparatus to determine which of the plurality of voice applications should be performed for the user.

6. The apparatus of claim 5, further comprising an audio output device configured to play audio to a user, wherein interacting with the user comprises a voice applications agent that is resident, at least in part, on the apparatus or a voice application that is performed by a voice applications agent that is resident, at least in part, on the apparatus:

causing audio to be played to the user via the audio output device to ask the user for information;

receiving input from the user that is provided in response to the played audio; and

determining which of the plurality of voice applications should be performed for the user based on the received input.

7. The apparatus of claim 6, wherein receiving input from the user comprises receiving spoken audio input from the user that has been received via the audio input device.

8. The apparatus of claim 1, wherein the method further comprises identifying a telephone number associated with the business, and wherein the step of establishing a communications channel between the user and the business comprises a voice applications agent that is resident, at least in part, on the apparatus or a voice application that is performed by a voice applications agent that is resident, at least in part, on the apparatus causing a telephone call to be placed to the identified telephone number.

9. The apparatus of claim 8, further comprising a telephony unit that is configured to setup telephone calls for a user, and wherein causing a telephone call to be placed to the identified telephone number comprises causing the telephony unit to place a telephone call to the identified telephone number.

10. The apparatus of claim 8, wherein causing a telephone call to be placed to the identified telephone number comprises causing a telephone call to be setup between the business and a telephony device that is separate from the apparatus.

11. The apparatus of claim 1, wherein when a voice application is performed for the user, the method performed by the one or more processors further comprises establishing a communications channel between the apparatus and an entity after the voice application has been performed.

12. The apparatus of claim 11, wherein during the performance of the voice application, information is obtained from the user, and wherein the obtained information is used to establish the communications channel between the local device and the entity.

13. An apparatus configured to interact with a user, comprising:

an audio input device configured to receive spoken audio input from a user; and

one or more processors that are configured to perform a method comprising the steps of;

interpreting a spoken request from a user to communicate with a business that is received via the audio input device;

determining whether at least one voice application that has been created for the business is available;

performing for the user at least one voice application that has been created for the business when a voice application that has been created for the business is available, wherein the voice application is performed by a voice applications agent that is resident, at least in part, on apparatus; and

establishing a communications channel between the user and the business when no voice application that has been created for the business is available.

14. The apparatus of claim 13, wherein the user'"'"'s spoken request is provided to a voice applications agent that is resident, at least in part, on the apparatus or a voice application that is performed by a voice applications agent that is resident, at least in part, on the apparatus, and wherein the determining step comprises determining, with the voice applications agent or the voice application, whether one or more voice applications that have been created for the business are available.

15. The apparatus of claim 13, further comprising an audio output device that is configured to play audio to a user, and wherein when the determining step indicates that a plurality of voice applications that have been created for the business are available, the method performed by the one or more processors further comprises:

causing audio to be played to the user via the audio output device to ask the user for information;

receiving input from the user that is provided in response to the played audio; and

determining which of the plurality of voice applications should be performed for the user based on the received input.

16. The apparatus of claim 15, wherein receiving input from the user comprises receiving spoken audio input from the user via the audio input device.

17. The apparatus of claim 13, wherein the step of establishing a communications channel between the user and the business comprises identifying a telephone number associated with the business, and causing a telephone call to be placed to the identified telephone number.

18. The apparatus of claim 17, wherein a voice applications agent that is resident, at least in part, on the apparatus or a voice application being performed by a voice applications agent that is resident, at least in part, on the apparatus causes the telephone call to be placed to the identified telephone number.

19. The apparatus of claim 17, further comprising a telephony unit that is configured to setup telephone calls for a user, and wherein causing a telephone call to be placed to the identified telephone number comprises causing the telephony unit to place a telephone call to the identified telephone number.

20. The apparatus of claim 17, wherein causing a telephone call to be placed to the identified telephone number comprises causing a telephone call to be setup between the business and a telephony device that is separate from the apparatus.

21. The apparatus of claim 13, wherein when a voice application is performed for the user, the method performed by the one or more processors further comprises establishing a communications channel between the apparatus and an entity after the voice application has been performed.

22. The apparatus of claim 21, wherein during the performance of the voice application, information is obtained from the user, and wherein the obtained information is used to establish the communications channel between the local device

and the entity.