Personal virtual assistant

• US 20040225650A1
• Filed: 05/04/2004
• Published: 11/11/2004
• Est. Priority Date: 03/06/2000
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Sanders, Derek, Cooper, Robert S., Ulmer, Richard M., Peebles, Edward, McElroy, Jeff F., Rolandi, Walter
• Granted Patent: US 7,415,100 B2
• Time in Patent Office: Days
• US Class Current: 707/3
• CPC Class Codes: G06F 3/167 Audio in a user interface, e.g. using voice commands for navigating, audio feedback
• 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 3/527 Centralised call answering arrangements not requiring operator intervention

Abstract

A computer-based virtual assistant the behavior of which can be changed by the user, comprising a voice user interface for inputting information into and receiving information from the virtual assistant by speech, a communications network, a virtual assistant application running on a remote computer, the remote computer being electronically coupled to the user interface via the communications network, wherein the behavior of the virtual assistant changes responsive to user input. A computer-based virtual assistant that also automatically adapts its behavior is disclosed, comprising a voice user interface for inputting information into and receiving information from the virtual assistant by speech, a communications network, a virtual assistant application running on a remote computer, the remote computer being electronically coupled to the user interface via the communications network, wherein the remote computer is programmed to automatically change the behavior of the virtual assistant responsive to input received by the virtual assistant. As detailed below, the virtual assistant adapts to the user in many different ways based on the input the virtual assistant receives. Such input could be user information, such as information about the user'"'"'s experience, the time between user sessions, the amount of time a user pauses when recording a message, the user'"'"'s emotional state, whether the user uses words associated with polite discourse, and the amount of time since a user provided input to the virtual assistant during a session.

Claims

1. A computer-based virtual assistant comprising:

a virtual assistant application running on a computer capable of receiving human voice communications from a remote user interface and transmitting a vocalization to the remote user interface;

the virtual assistant application selecting a responsive action to a verbal query or instruction received from the remote user interface and transmitting a vocalization characterizing the selected responsive action to the remote user interface; and

the virtual assistant waiting a predetermined period of time, and if no canceling indication is received from the remote user interface, proceeding to perform the selected responsive action; and

if a canceling indication is received from the remote user interface halting the selected responsive action and transmitting a new vocalization to the remote user interface.

2. The computer-based virtual assistant according to claim 1, wherein the canceling indication received from the remote user interface is a vocal instruction.

3. The computer-based virtual assistant according to claim 1, wherein the canceling indication received from the remote user interface is a DTMF tone.

4. The computer-based virtual assistant according to claim 1, wherein the new vocalization indicates that the selected responsive action has been canceled.

5. The computer-based virtual assistant according to claim 1, wherein the selected responsive action is dialing a telephone number.

6. The computer-based virtual assistant according to claim 1, wherein the virtual assist application performs processes to accomplish at least three of the following:

sending and receiving voice mail messages;

checking, replying to, and forwarding email messages;

looking up phone numbers and addresses in an electronic address book;

accessing information in a company database;

accessing information on the World Wide Web;

informing a virtual assistant user via a pager when a new voice or email message arrives;

filtering incoming voice mail, email, and pages as instructed by the virtual assistant user;

automatically dialing phone numbers; and

informing the virtual assistant user of scheduling data.

7. The computer-based virtual assistant according to claim 1, further comprising:

a communications interface to communicate over a network, the network being one of a public switched telephone network, a packet switched telephone network, and a wireless telecommunications network.

8. A computer-based virtual assistant comprising:

a virtual assistant application running on a computer capable of receiving human voice communications from a remote user interface and transmitting a vocalization to the remote user interface, the virtual assistant application having a variable assertiveness level;

the virtual assistant application selecting a responsive action to a verbal query or instruction received from the remote user interface;

the virtual assistant application judging a setting of its variable assertiveness level;

if the assertiveness level is set at a first level, the virtual assistant application transmitting a first vocalization to the remote user interface asking for permission to perform the selected responsive action; and

if the assertiveness level is set at a different, second level, the virtual assistant application transmitting a second vocalization characterizing that the selected responsive action will be taken, the virtual assistant application waiting a predetermined period of time, and if no canceling indication is received from the remote user interface, proceeding to perform the selected responsive action; and

if a canceling indication is received from the remote user interface halting the selected responsive action and transmitting a new vocalization to the remote user interface.

9. The computer-based virtual assistant according to claim 8, wherein the variable assertiveness level is set by a user

10. The computer-based virtual assistant according to claim 9, wherein the user sets the variable assertiveness level by dragging a sliding bar to a desired position.

11. The computer-based virtual assistant according to claim 8, wherein the variable assertiveness level is automatically set by the virtual assistant application.

12. The computer-based virtual assistant according to claim 11, wherein the virtual assistant application sets the variable assertiveness level based upon a user competence level.

13. The computer-based virtual assistant according to claim 11, wherein the virtual assistant application sets the variable assertiveness level to the second level after a specific user has accessed the virtual assistant application a predetermined number of times.

14. The computer-based virtual assistant according to claim 8, wherein the selected responsive action is dialing a telephone number.

15. The computer-based virtual assistant according to claim 8, wherein the virtual assist application performs processes to accomplish at least three of the following:

sending and receiving voice mail messages;

checking, replying to, and forwarding email messages;

looking up phone numbers and addresses in an electronic address book;

accessing information in a company database;

accessing information on the World Wide Web;

informing a virtual assistant user via a pager when a new voice or email message arrives;

filtering incoming voice mail, email, and pages as instructed by the virtual assistant user;

automatically dialing phone numbers; and

informing the virtual assistant user of scheduling data.

16. The computer-based virtual assistant according to claim 8, further comprising:

a communications interface to communicate over a network, the network being one of a public switched telephone network, a packet switched telephone network, and a wireless telecommunications network.

17. A method of operating a computer-based virtual assistant comprising:

receiving human voice communications from a remote user interface;

selecting a responsive action to a verbal query or instruction received from the remote user interface;

transmitting a vocalization characterizing the selected responsive action to the remote user interface;

waiting a predetermined period of time; and

if no canceling indication is received from the remote user interface, proceeding to perform the selected responsive action; and

if a canceling indication is received from the remote user interface, halting the selected responsive action and transmitting a new vocalization to the remote user interface.

18. The method according to claim 17, wherein said step of proceeding to perform the selected responsive action includes dialing a telephone number.

19. The method according to claim 17, further comprising the virtual assistant performing processes to accomplish at least three of the following:

sending and receiving voice mail messages;

checking, replying to, and forwarding email messages;

looking up phone numbers and addresses in an electronic address book;

accessing information in a company database;

accessing information on the World Wide Web;

informing a virtual assistant user via a pager when a new voice or email message arrives;

filtering incoming voice mail, email, and pages as instructed by the virtual assistant user;

automatically dialing phone numbers; and

informing the virtual assistant user of scheduling data.

20. The method according to claim 17, wherein the transmitting step occurs over a network, selected from the group consisting of a public switched telephone network, a packet switched telephone network, and a wireless telecommunications network.