Service request processing performed by artificial intelligence systems in conjunctiion with human intervention

• US 20020032591A1
• Filed: 12/18/2000
• Published: 03/14/2002
• Est. Priority Date: 09/08/2000
• Status: Abandoned Application

• Current Assignee: Agentai Incorporated
• Original Assignee: Agentai Incorporated
• Inventors: Mahaffy, Kevin E., Schmidt, Eric E., Mahaffy, David B.
• Application Number:
  US09/739,572
• Publication Number:
  US 20020032591A1
• Time in Patent Office: Days
• US Class Current: 705/8
• CPC Class Codes: G07F 9/02 Devices for alarm or indication, e.g. when empty; Advertising arrangements in coin-freed apparatus alarms or warning devices indicating the interruption of flow to be metered G07F15/10
• CPC Class Codes: G10L 13/00 Speech synthesis; Text to speech systems
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/5108 Secretarial services
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

A virtual assistant system for information retrieval and management and service request processing includes a user interaction device (UID), a server computer, a system computer, and a human-controlled call center. The UID permits the user to provide voice or written instructions to the system computer via the server computer. The system computer runs artificial intelligence (AI) routines to process or preprocess commands provided into the UID by the user. When possible, the AI routines complete the requested service. Where the AI routines alone are insufficient, a human-controlled call center corrects and completes the service requests. Skilled human labor, then, is only relied upon when needed by the system. A great range of service requests can be made including, e.g., voice recording, custom form filling, speech and handwriting text conversions, information retrieval, contact management, list making, reservation making, reminder services, receptionist services, fax, email, and electronic document sending and retrieval.

Claims

1. A virtual assistant system interfacing with a call center having at least one human worker, said virtual assistant system for processing service requests by a user, comprising:

a) a user interaction device (UID) adapted to receive an input from a user; and

b) a system computer in communication with said UID and interfacing with the call center, said system computer including automatic processing means for receiving said input and for processing said input to at least partially recognize a request from the user,

wherein when said automatic processing means is unable to satisfactorily process said request, said call center is contacted by said system computer and a human worker at the call center intervenes to process said request.

2. A virtual assistant system according to claim 1, wherein:

said automatic processing means for processing said input includes artificial intelligence algorithms which process said input.

3. A virtual assistant system according to claim 1, wherein:

said input is a voice signal.

4. A virtual assistant system according to claim 1, further comprising:

d) a server computer which is a node on a global computer network, said server computer in communication with both said UID and said system computer.

5. A virtual assistant system according to claim 4, wherein:

said server computer includes means for receiving said input, converting said input into an IP packet data, and sending said IP packet data over said global computer network to said system computer.

6. A virtual assistant system according to claim 1, wherein:

said UID is one of a landline telephone, a cellular telephone, and a personal digital assistant.

7. A virtual assistant system according to claim 1, wherein:

said automatic processing means also includes preprocessing means for preprocessing said request to determine a type of said request and, based on said type, said request is processed by said automatic processing means.

8. A virtual assistant system according to claim 7, wherein:

said preprocessing means includes a voice recognition algorithm.

9. A virtual assistant system according to claim 7, wherein:

said preprocessing means includes an artificial intelligence algorithm.

10. A virtual assistant system according to claim 1, further comprising:

c) said call center.

11. A virtual assistant system for processing service requests by a user, comprising:

a) a user interaction device (UID) adapted to receive an input from a user;

b) a system computer in communication with said UID and including an artificial intelligence (AI) system which receives said input and processes said input with artificial intelligence routines to at least one of at least partially recognize and at least partially process a request from said input; and

c) a call center including at least one call center computer in communication with said system computer, each said call center computer adapted to be used by a human worker to take control from said AI system and process said request.

13. A method according to claim 12, wherein:

said processing includes providing a dialog between said system computer and the user, said system computer using a digitized voice to communicate during the dialog with the user.

14. A method according to claim 12, wherein:

said intervention by the human includes dialog between said human and the user.

15. A method according to claim 14, wherein:

said intervention includes digitizing a voice of the human and transmitting said digitized voice through said system computer to the user.

16. A method according to claim 15, wherein:

said processing includes providing a dialog between said system computer and the user, and said system computer uses a digitized voice to communicate during the dialog with the user,

wherein said digitized voice of said system computer and said digitized human voice sound substantially the same.

17. A method according to claim 12, further comprising:

d) prior to processing said service request, preprocessing said service request to determine a type of said service request.

18. A method according to claim 17, wherein:

said preprocessing is performed by at least one of speech recognition techniques and artificial intelligence techniques.

19. A method according to claim 18, wherein:

when said preprocessing is unable to successfully determine said type of said service request, using human intervention to determine said type of said service request.

12. A method of processing a service request by a user, comprising:

a) inputting the service request to a system computer running artificial intelligence routines;

b) processing said service request by said system computer; and

c) upon determining a problem in said processing, having a human intervene to process said service request.

20. A method of processing a service request by a user where the service request is made on a user interaction device (UID), said method comprising:

a) inputting a request by the user on the UID;

b) upon receipt of the request, preprocessing the request with a computer system to determine a type of the request;

c) upon determining said type of said request, processing said request with said computer system based upon said type of request; and

d) upon determining a problem in said processing, having a human intervene to process the request.

21. A method according to claim 20, wherein:

said UID is one of a telephone and a computer.

22. A method according to claim 20, wherein:

said computer systems comprise first and second computers.

23. A method according to claim 20, wherein:

said request is input verbally.

24. A method according to claim 20, wherein:

said request is preprocessed to determine said type of said request by using one of speech recognition techniques and artificial intelligence techniques.

25. A method according to claim 24, wherein:

when said preprocessing is unable to successfully determine said type of said service request, using human intervention to determine said type of said service request.

26. A method according to claim 20, wherein:

said processing includes contacting the user for confirmation prior to completing the processing.

27. A method according to claim 20, further comprising:

e) upon substantial completion of said processing, updating user account information.