System and method for automatically processing a user's request by an automated assistant

• US 20040024754A1
• Filed: 01/29/2003
• Published: 02/05/2004
• Est. Priority Date: 03/19/2002
• Status: Active Grant

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Inventors: Levin, Esther, Mane, Amir, Boyce, Susan
• Granted Patent: US 7,242,758 B2
• Time in Patent Office: Days
• US Class Current: 707/3
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/4931 Directory assistance systems
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching

Abstract

Embodiments of the present invention relate to a method and system for providing automated directory assistance with minimum external or operator intervention. A directory listing request may be received from a user. The directory listing request may be recognized and a first search of a database may be conducted for the recognized directory listing request. If more than one match for the recognized directory listing request is found in the database, the user may be prompted to provide at least one of a street address and category information for the recognized directory listing request. A second search of the database may be conducted using at least one of the street address and the category information provided by the user. If a match for the recognized directory listing request is found, a directory listing may be output to the user.

Claims

1. A method for providing automated directory assistance using an automated assistance system, comprising:

receiving a directory listing request from a user;

recognizing the directory listing request;

conducting a first search of a database for the recognized directory listing request;

prompting the user to provide at least one of a street address and category information for the recognized directory listing request if more than one match for the recognized directory listing request is found in the database;

conducting a second search of the database using at least one of the street address and the category information provided by the user in response to the prompting; and

outputting a directory listing to the user if a match for the recognized directory listing request is found.

2. The method of claim 1, further comprising:

forwarding the recognized directory listing request to an operator if no match for the recognized directory listing request is found during the second search.

3. The method of claim 1, further comprising:

prompting the user to provide at least another one of a street address and category information for the recognized directory listing request if no match for the directory listing is found; and

conducting a third search of the database using at least another one of the street address and category information for the recognized directory listing request.

4. The method of claim 3, further comprising:

outputting the directory listing to the user if a match for the recognized directory listing request based on the third search is found.

5. The method of claim 1, wherein if a plurality of matches for the recognized directory listing request are found, presenting a list containing the plurality of matches to the user for selection.

6. The method of claim 1, wherein the category information is at least one of a restaurant, electronics store, grocery story, sporting goods store and department name.

7. The method of claim 1, further comprising:

receiving an area name in which a business corresponding to the requested directory listing is located.

8. The method of claim 1, further comprising:

prompting the user to spell at least a portion of the recognized directory listing request if more than one match for the recognized directory listing request are found in the database.

9. The method of claim 8, wherein a portion of the recognized directory listing request includes the first N-letters of the recognized listing request:

10. The method of claim 9, wherein N is first two to five letters of the recognized directory listing request.

11. The method of claim 9, wherein N is first five to letters of the recognized directory listing request.

12. The method of claim 9,wherein the first N-letters are automatically determined on the minimum number of letters required to distinguish the more than one match from one another.

13. Apparatus for providing automated directory assistance comprising:

a recognizer that is to recognize a directory listing request received from a caller;

a preliminary matcher that is to conduct a first search of a database for the recognized directory listing request;

an output manager that is to prompt the user to provide at least one of a street address and category information for the recognized directory listing request; and

a refined matcher that is to conduct a second search of the database using at least one of the street address and the category information provided by the user in response to the prompt by the output manager, wherein the output manager is to output a directory listing to the user if a match for the recognized directory listing request based on the second search is found.

14. The apparatus of claim 13, wherein the output manager to prompt the user if more than one match for the recognized directory listing request-is found in the database by the preliminary matcher.

15. The apparatus of claim 13, wherein the output manager comprises:

a speech recognizer.

16. The apparatus of claim 13, further comprising:

a private branch exchange to connect a call to an operator if the match for the recognized listing is not found in the database.

17. The apparatus of claim 13, further comprising:

a private branch exchange to connect a call based on the directory listing.

18. A machine-readable medium having stored thereon a plurality of executable instructions, the plurality of instructions comprising instructions to:

receive a directory listing request from a user;

recognize the directory listing request;

conduct a first search of a database for the recognized directory listing request;

prompt the user to provide at least one of a street address and category information for the recognized directory listing request if more than one match for the recognized directory listing request is found in the database;

conduct a second search of the database using at least one of the street address and the category information provided by the user in response to the prompting; and

output a directory listing to the user if a match for the recognized directory listing request is found.

19. The machine-readable medium of claim 18 having stored thereon additional executable instructions, the additional instructions comprising instructions to:

forward the recognized directory listing request to an operator if no match for the recognized directory listing request is found during the second search.

20. The machine-readable medium of claim 19 having stored thereon additional executable instructions, the additional instructions comprising instructions to:

prompt the user to provide at least another one of a street address and category information for the recognized directory listing request if no match for the directory listing is found; and

conduct a third search of the database using at least another one of the street address and category information for the recognized directory listing request.

21. The machine-readable medium of claim 20 having stored thereon additional executable instructions, the additional instructions comprising instructions to:

output the directory listing to the user if a match for the recognized directory listing request based on the third search is found.

22. The machine-readable medium of claim 19 having stored thereon additional executable instructions, the additional instructions comprising instructions to:

receive an area name in which a business corresponding to the requested directory listing is located.

23. The machine-readable medium of claim 19 having stored thereon additional executable instructions, the additional instructions comprising instructions to:

prompt the user to spell at least a portion of the recognized directory listing request if more than one match for the recognized directory listing request are found in the database.

24. A method for providing automated directory assistance using an automated assistance system, comprising:

receiving a directory listing request from a user;

recognizing the directory listing request;

conducting a first search of a database for the recognized directory listing request;

prompting the user to provide additional information related to the recognized directory listing request if more than one match for the recognized directory listing request is found in the database;

conducting a second search of the database using the additional information provided by the user in response to the prompt; and

outputting a directory listing to the user if a match for the recognized directory listing request is found.

25. The method of claim 24, further comprising:

forwarding the recognized directory listing request to an operator if no match for the recognized directory listing request is found during the second search.

26. The method of claim 24, further comprising:

prompting the user to provide a street address and category information for the recognized directory listing request if no match for the directory listing is found; and

conducting a third search of the database using the street address and category information for the recognized directory listing request.

27. The method of claim 26, further comprising:

outputting the directory listing to the user if a match for the recognized directory listing request based on the third search is found.

28. The method of claim 24, wherein if a plurality of matches for the recognized directory listing request are found, presenting a list containing the plurality of matches to the user for selection.

29. The method of claim 24, wherein the additional information includes at least one of a street address, an alternate name and spelling of the requested listing.

30. The method of claim 24, wherein the additional information includes category information.

31. The method of claim 30, wherein the category information is at least one of a restaurant, grocery store, sporting goods store, jewelry store, book store, clothing store, theater, pizzerias, departments and street name.

32. Apparatus for providing automated directory assistance, comprising:

a recognizer that is to recognize a directory listing request;

a preliminary matcher that is to conduct a first search of a database for the recognized directory listing request;

an output manager that is to prompt the user to provide additional information related to the recognized directory listing request;

a refined matcher that is to conduct a second search of the database using the additional information provided by the user in response to the prompt;

wherein the output manager is to output a directory listing to the user if a match for the recognized directory listing request is found.

33. The apparatus of claim 32, wherein the output manager comprises:

a speech synthesizer.

34. The apparatus of claim 32, wherein the output manager to prompt the user if more than one match for the recognized directory listing request is found in the database.

35. The apparatus of claim 32, wherein the additional information includes at least one of a street address, an alternate name and spelling of the requested listing.

36. The apparatus of claim 32, wherein the additional information includes category information.

37. The apparatus of claim 36, wherein the category information is at least one of a restaurant, grocery store, sporting goods store, jewelry store, book store, clothing store, theater, pizzerias, departments and street name.