Method and apparatus for tailoring voice prompts of an interactive voice response system

• US 20020184002A1
• Filed: 05/30/2001
• Published: 12/05/2002
• Est. Priority Date: 05/30/2001
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Galli, Doreen Lynn
• Application Number:
  US09/870,223
• Publication Number:
  US 20020184002A1
• Time in Patent Office: Days
• US Class Current: 704/7
• CPC Class Codes: H04M 2203/2061 Language aspects
• 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

Abstract

An interactive voice response (IVR) system includes a database holding a library of pre-recorded voice prompts that have various specific contents determined by their purposes, as well as various language choices, speaker accents, degrees of formality, and so forth. The database entries are held outside the complied code of an application program that provides call flow instructions that direct the functional operation of the IVR system. When the application program requires a voice prompt, it selects a record of the database by passing a metalanguage variable to an assignment table that is also held outside the compiled code of the application program. The assignment table assigns a particular value to the meta language variable. The value of the metalanguage variable specifies the entry point into the database for recalling the database record which contains the desired voice prompt.

Claims

1. An interactive voice response system, comprising:

an application program that provides call flow instructions, wherein a call flow instruction that invokes a voice prompt provides a variable that can be read from outside complied code of the application program;

a programmable processor that executes the call flow instructions of the application program;

a database that contains a plurality of pre-recorded voice prompts; and

an assignment table that assigns a value to the variable to provide an entry point to the database.

2. The interactive voice response system of claim 1, wherein the database includes a first voice prompt in a first language and a second voice prompt in a second language, wherein the first language and the second language are different.

3. The interactive voice response system of claim 1, wherein the database includes a first voice prompt spoken by a first speaker and a second voice prompt spoken by a second speaker, wherein the first speaker and the second speaker are different.

4. The interactive voice response system of claim 1, wherein the database includes a first voice prompt spoken by a male speaker and a second voice prompt spoken by a female speaker.

5. The interactive voice response system of claim 1, wherein the database includes a first voice prompt having a first level of formality and a second voice prompt having a second level of formality, wherein the first level of formality and the second level of formality are different.

6. The interactive voice response system of claim 1, wherein the database includes a voice prompt that includes music.

7. The interactive voice response system of claim 1, wherein the database includes a voice prompt that includes an audio tone.

8. The interactive voice response system of claim 1, wherein the database includes a first voice prompt and a second voice prompt spoken by the same speaker, wherein the first voice prompt and the second voice prompt convey substantially the same meaning, and wherein the first voice prompt and the second voice prompt differ in wording.

9. A method for selecting a voice prompt of an interactive voice response system that operates according to the compiled code of an application program that provides call flow instructions for the interactive voice response system, the method comprising the steps of:

providing a variable associated with the voice prompt by the application program;

assigning a value to the variable by accessing an assignment table that is held outside the compiled code of the application program; and

reading a database record that includes a digitally encoded voice prompt, wherein the database record is identified by the value assigned to the variable.

10. The method of claim 9, wherein the database includes a first voice prompt in a first language and a second voice prompt in a second language, wherein the first language and the second language are different.

11. The method of claim 9, wherein the database includes a first voice prompt spoken by a first speaker and a second voice prompt spoken by a second speaker, wherein the first speaker and the second speaker are different.

12. The method of claim 9, wherein the database includes a first voice prompt spoken by a male speaker and a second voice prompt spoken by a female speaker.

13. The method of claim 9, wherein the database includes a first voice prompt having a first level of formality and a second voice prompt having a second level of formality, wherein the first level of formality and the second level of formality are different.

14. The method of claim 9, wherein the database includes a voice prompt that includes music.

15. The method of claim 9, wherein the database includes a voice prompt that includes an audio tone.

16. The method of claim 9, wherein the database includes a first voice prompt and a second voice prompt spoken by the same speaker, wherein the first voice prompt and the second voice prompt convey substantially the same meaning, and wherein the first voice prompt and the second voice prompt differ in wording.