Method and apparatus for tailoring an interactive voice response experience based on speech characteristics

• US 20040215453A1
• Filed: 04/25/2003
• Published: 10/28/2004
• Est. Priority Date: 04/25/2003
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Orbach, Julian J.
• Application Number:
  US10/424,183
• Publication Number:
  US 20040215453A1
• Time in Patent Office: Days
• US Class Current: 704/231
• CPC Class Codes: G10L 15/005 Language recognition
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue

Abstract

The present invention is directed to an interactive voice response system that provides responses based on the attributes of a communicant attribute determined from the detected speech characteristics of the communicant. According to the invention, a speech sample from the communicant is obtained and analyzed. Based on the analysis of the speech sample, a communicant attribute is determined, and, a set of voice responses are selected for use in communicating with the communicant.

Claims

1. A method for tailoring responses to a communicant, comprising:

receiving a first speech sample from a communicant;

analyzing said speech sample to detect at least a first speech characteristic of said first speech sample; and

selecting a response set based on said at least a first detected speech characteristic.

2. The method of claim 1, further comprising:

recognizing a meaning of at least one of said first received speech sample and a second speech sample, wherein said meaning does not comprise said detected at least a first characteristics of said first speech sample; and

selecting a response to said communicant, wherein said response is selected from said selected response set.

3. The method of claim 1, wherein said step of selecting a response based on said detected speech characteristic comprises:

determining a communicant attribute from said at least a first detected speech characteristic; and

selecting a response set appropriate to said determined communicant attribute.

4. The method of claim 3, wherein said determined communicant attribute is at least one of a foreign accent, speech speed, native language other than the language of said speech sample, gender and age.

5. The method of claim 4, wherein said determined communicant attribute is accent, and said selected response set includes stored verbal responses comprising slow speech.

6. The method of claim 3, wherein said determined communicant attribute comprises a foreign accent, said method further comprising:

identifying a native language of said communicant, wherein said selected response set includes stored verbal responses in said identified native language.

7. The method of claim 1, wherein said detected speech characteristic is speech speed, and said selected response set includes verbal responses comprising slow speech

8. The method of claim 4, wherein said determined communicant attribute is a particular native language, wherein said selected response set includes stored verbal responses in said particular native language.

9. The method of claim 4, wherein said determined communicant attribute is a native language other than the language of said speech sample, wherein said selected response set includes stored verbal responses comprising slow speech.

10. The method of claim 4, wherein said determined communicant attribute is gender, and wherein said selected response set includes stored verbal responses of a selected gender.

11. The method of claim 4, wherein said determined communicant attribute is gender, said method further comprising:

identifying a gender of said communicant;

selecting a message set in response to said identified gender, wherein at least a first message from said selected message set is presented to said communicant.

12. The method of claim 4, wherein said determined communicant attribute is age, said method further comprising:

determining an age of said communicant, wherein said selected response set includes stored voice responses appropriate to said determined age of said communicant.

13. The method of claim 4, wherein said determined communicant attribute is age, said method further comprising:

determining an age of said communicant;

selecting a message set in response to said identified age, wherein at least a first message from said selected message set is presented to said communicant.

14. The method of claim 1, wherein said speech sample is received in realtime.

15. A computational component for performing a method, the method comprising:

analyzing a speech sample received from a communicant;

detecting at least a first characteristic of said speech sample to determine a communicant attribute; and

in response to said determined communicant attribute, providing a response to said communicant, wherein said response comprises at least one of said first characteristic detected in said speech sample, a message related to said first characteristic detected in said speech sample, a message related to said determined communicant attribute and a verbal response comprising a second characteristic.

16. The method of claim 15, wherein said first characteristic comprises at least one of a communicant accent and speech speed, and wherein said communicant attribute comprises at least one of a particular native language, gender and age.

17. The method of claim 15, wherein said response comprises a message related to said determined communicant attribute, said message further comprising a request for input from said communicant regarding a preferred language.

18. The method of claim 15, wherein said response comprises a message related to said determined communicant attribute, said message further comprising an advertisement.

19. The method of claim 15, wherein said response comprises a verbal response comprising a second characteristic.

20. The method of claim 19, wherein said first characteristic indicates that said communicant is not a fluent speaker of a selected language, and wherein said second characteristic comprises slow speech in said selected language.

21. The method of claim 15, wherein said computational component comprises a computer readable storage medium containing instructions for performing the method.

22. The method of claim 15, wherein said computational component comprises a logic circuit.

23. An interactive voice response system, comprising:

means for receiving at least a first speech sample from a communicant;

means for analyzing said first speech sample to determine at least a first characteristic of said speech sample;

means for storing a plurality of voice response sets; and

means for selecting a one of said plurality of voice response sets in response to said determined at least a first characteristic.

24. The system of claim 23, further comprising:

means for determining a communicant attribute from said determined at least a first characteristic, wherein said means for selecting operates in response to said determined communicant attribute.

25. The system of claim 23, wherein said plurality of voice response sets comprise a first voice response set having voice responses in a first language and a second voice response set having voice responses in a second language.

26. A voice response system, comprising:

data storage having stored thereon a speech characteristic determining application and a plurality of voice response sets;

a processor operable to run said speech characteristic determining application, wherein operation of said application results in selection of a one of said voice response sets; and

a communication interface operable to receive speech samples to provide said samples for analysis by said speech characteristic determining application, and to provide a response from a selected voice response set.

27. The system of claim 26, further comprising:

a natural language speech recognition application, operable to determine a content of a speech sample, wherein a response from said selected voice response set is selected based on said content, and wherein said content does not comprise a speech characteristic of said speech sample.

28. The system of claim 26, further comprising:

a speech transducer, wherein said response from said communication interface is output to said communicant.

29. The system of claim 28, wherein said transducer comprises a speaker.