SYSTEM METHOD AND ARTICLE OF MANUFACTURE FOR A VOICE MESSAGING EXPERT SYSTEM THAT ORGANIZES VOICE MESSAGES BASED ON DETECTED EMOTIONS

• US 20020002460A1
• Filed: 08/31/1999
• Published: 01/03/2002
• Est. Priority Date: 08/31/1999
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture LLP (Accenture PLC)
• Inventors: PERTRUSHIN, VALERY
• Granted Patent: US 6,697,457 B2
• Time in Patent Office: Days
• US Class Current: 704/270
• CPC Class Codes: G10L 17/26 Recognition of special voice characteristics, e.g. for use in lie detectors; Recognition of animal voices
• CPC Class Codes: H04M 2201/41 using speaker recognition speaker recognition per se G10L17/00
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/533 Voice mail systems
• CPC Class Codes: H04M 3/5335 Message type or catagory, e.g. priority, indication

Abstract

A system, method and article of manufacture are provided for managing voice messages based on emotion characteristics of the voice messages. First, a plurality of voice messages that are transferred over a telecommunication network are received. Thereafter, such voice messages are stored on a storage medium. An emotion associated with voice signals of the voice messages is then determined. The voice messages are organized based on the determined emotion. Access to the organized voice messages is then permitted.

Claims

1. A method for managing voice messages based on emotion characteristics of the voice messages comprising the steps of:

(a) receiving a plurality of voice messages transferred over a telecommunication network;

(b) storing the voice messages on a storage medium;

(c) determining an emotion associated with voice signals of the voice messages;

(d) organizing the voice messages based on the determined emotion; and

(e) allowing access to the organized voice messages.

2. A method as recited in claim 1, wherein the voice messages follow a telephone call.

3. A method as recited in claim 1, wherein the voice messages of a similar emotion are organized together.

4. A method as recited in claim 1, wherein the voice messages are organized in real time immediately upon receipt over the telecommunication network.

5. A method as recited in claim 1, and further comprising the step of identifying a manner in which the voice messages are organized for facilitating access to the organized voice messages.

6. A method as recited in claim 1, wherein the emotion is determined by extracting at least one feature from the voice signals.

7. A computer program embodied on a computer readable medium for managing voice messages based on emotion characteristics of the voice messages comprising:

(a) a code segment that receives a plurality of voice messages transferred over a telecommunication network;

(b) a code segment that stores the voice messages on a storage medium;

(c) a code segment that determines an emotion associated with voice signals of the voice messages;

(d) a code segment that organizes the voice messages based on the determined emotion; and

(e) a code segment that allows access to the organized voice messages.

8. A computer program as recited in claim 7, wherein the voice messages follow a telephone call.

9. A computer program as recited in claim 7, wherein the voice messages of a similar emotion are organized together.

10. A computer program as recited in claim 7, wherein the voice messages are organized in real time immediately upon receipt over the telecommunication network.

11. A computer program as recited in claim 7, and further comprising a code segment that identifies a manner in which the voice messages are organized for facilitating access to the organized voice messages.

12. A computer program as recited in claim 7, wherein the emotion is determined by extracting at least one feature from the voice signals.

13. A system for managing voice messages based on emotion characteristics of the voice messages comprising:

(a) logic that receives a plurality of voice messages transferred over a telecommunication network;

(b) logic that stores the voice messages on a storage medium;

(c) logic that determines an emotion associated with voice signals of the voice messages;

(d) logic that organizes the voice messages based on the determined emotion; and

(e) logic that allows access to the organized voice messages.

14. A system as recited in claim 13, wherein the voice messages follow a telephone call.

15. A system as recited in claim 13, wherein the voice messages of a similar emotion are organized together.

16. A system as recited in claim 13, wherein the voice messages are organized in real time immediately upon receipt over the telecommunication network.

17. A system as recited in claim 13, and further comprising logic that identifies a manner in which the voice messages are organized for facilitating access to the organized voice messages.

18. A system as recited in claim 13, wherein the emotion is determined by extracting at least one feature from the voice signals.