Interactive voice response system utility

• US 20040088167A1
• Filed: 10/31/2002
• Published: 05/06/2004
• Est. Priority Date: 10/31/2002
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: WorldCom, Inc. (Verizon Communications Inc.)
• Inventors: Sartini, Robert A.
• Granted Patent: US 8,666,747 B2
• Time in Patent Office: Days
• US Class Current: 704/270.1
• 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 3/2218 Call detail recording
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5133 Operator terminal details

Abstract

A user, using, for example, a web browser and application server technology, is able to consolidate and present session information, for example, from a multi-model session on a voice recognition system. For example, a web browser can be used to display consolidated session information comprising network information, call logs, location database information, recorded user utterances, voice portal prompts, or any other information associated with an interactive voice response system.

Claims

1. A voice response information gathering and presenting system comprising:

a voice recognition data interface module that, based on a query received from an interface device, retrieves voice recognition information related to the query from a logging module; and

a presentation module that organizes the retrieved information and forwards the information to the interface device.

2. The system of claim 1, wherein the voice recognition data interface module interacts with the logging module that stores data associated with one or more sessions.

3. The system of claim 1, wherein a voice recognition result module, based on the query, obtains statistical data associated with one or more sessions from the logging module.

4. The system of claim 1, wherein a recognition state confidence module, based on the query, obtains voice recognition confidence data associated with one or more sessions from the logging module.

5. The system of claim 1, wherein an utterance module, based on the query, obtains one or more of utterances and audio prompts associated with one or more sessions from the logging module.

6. The system of claim 1, wherein an application services module, based on the query, obtains application data associated with one or more sessions from the logging module.

7. The system of claim 1, wherein a call duration module, based on the query, obtains call data associated with one or more sessions from the logging module.

8. The system of claim 1, wherein an application warning module, based on the query, obtains error data associated with one or more sessions from the logging module.

9. The system of claim 1, wherein a caller information module, based on the query, obtains information associated with one or more sessions from the logging module.

10. The system of claim 1, wherein the retrieved information is presented in a report on at least one of a web browser, an e-mail and a printed document.

11. A method for voice response information gathering and presenting comprising:

retrieving voice recognition information based on a query from a logging module; and

organizing the retrieved information and forwarding the information to an output device.

12. The method of claim 11, wherein the retrieving comprises interacting with the logging module that stores data associated with one or more sessions.

13. The method of claim 11, wherein a voice recognition result module, based on the query, obtains statistical data associated with one or more sessions from the logging module.

14. The method of claim 11, wherein a recognition state confidence module, based on the query, obtains voice recognition confidence data associated with one or more sessions from the logging module.

15. The method of claim 11, wherein an utterance module, based on the query, obtains one or more of utterances and audio prompts associated with one or more sessions from the logging module.

16. The method of claim 11, wherein an application services module, based on the query, obtains application data associated with one or more sessions from the logging module.

17. The method of claim 11, wherein a call duration module, based on the query, obtains call data associated with one or more sessions from the logging module.

18. The method of claim 11, wherein an application warning module, based on the query, obtains error data associated with one or more sessions from the logging module.

19. The method of claim 11, wherein a caller information module, based on the query, obtains information associated with one or more sessions from the logging module.

20. The method of claim 11, wherein the retrieved information is presented in a report on at least one of a web browser, an e-mail and a printed document.

21. A voice response information gathering and presenting system comprising:

means for, based on a query received from an interface device, retrieving voice recognition information related to the query from a logging module; and

means for organizing the retrieved information and forwarding the information to the interface device.

22. A storage media comprising information for voice response information gathering and presenting comprising:

information that, based on a query received from an interface device, retrieves voice recognition information related to the query from a logging module; and

information that organizes the retrieved information and forwards the information to the interface device.