Enhanced directory assistance automation
First Claim
1. A method for automating directory assistance without operator intervention comprising:
- a) receiving an audible listing and locality response from a caller requesting directory assistance;
b) determining a listing query based on the listing response and a locality query based on the locality response;
c) initiating a search of a directory assistance database using the listing query and the locality query;
d) receiving a listing response containing at least one record having a listing associated with a number; and
e) selecting a record containing a number corresponding to the audible listing and locality response for announcement to the caller.
3 Assignments
0 Petitions
Accused Products
Abstract
The present invention enhances directory assistance automation by searching traditional directory assistance databases with independent listing and locality queries. Initially, a caller'"'"'s speech responses from a directory assistance inquiry are individually converted to independent listing and locality search queries. The listing and locality queries are determined by processing the caller'"'"'s speech responses using a defined speech recognition grammar. The listing and locality queries are used to search a directory assistance database. Once the listing results are returned from the directory assistance database, the records in the listing results are analyzed to select a number for the caller'"'"'s directory assistance request.
68 Citations
35 Claims
-
1. A method for automating directory assistance without operator intervention comprising:
-
a) receiving an audible listing and locality response from a caller requesting directory assistance;
b) determining a listing query based on the listing response and a locality query based on the locality response;
c) initiating a search of a directory assistance database using the listing query and the locality query;
d) receiving a listing response containing at least one record having a listing associated with a number; and
e) selecting a record containing a number corresponding to the audible listing and locality response for announcement to the caller. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
-
-
19. A method for directory assistance automation comprising:
-
a) requesting a desired listing and locality from a caller;
b) storing a listing response and a locality response from the caller;
c) generating a listing search query based on comparing the listing response with most frequently requested listings similar to the listing response, said listing search query independent of the locality response;
d) generating a locality search query independent of the listing response and based on the locality response;
e) searching a directory assistance database using the listing and locality queries; and
f) processing results of the directory assistance database search to select a number corresponding to the listing response and locality response.
-
-
20. A system for automated directory assistance automation without operator intervention comprising a control system associated with a telephony line interface and a network interface, said control system adapted to:
-
a) receive an audible listing and locality response from a caller requesting directory assistance via said telephony line interface;
b) determine a listing query based on the listing response and a locality query based on the locality response;
c) initiate a search of a directory assistance database using the listing query and the locality query via the network interface;
d) receive a listing response containing at least one record having a listing associated with a number via the network interface; and
e) select a record containing a number corresponding to the audible listing and locality response for announcement to the caller, wherein the listing and locality searches are substantially independent of one another and directory assistance automation is provided without operator assistance. - View Dependent Claims (21, 22, 23, 24, 25)
-
-
26. A system for directory assistance automation comprising:
-
a) means for requesting a desired listing and locality from a caller;
b) means for storing a listing response and a locality response from the caller;
c) means for generating a listing search query based on comparing the listing response with most frequently requested listings similar to the listing response, said listing search query independent of the locality response;
d) means for generating a locality search query independent of the listing response and based on the locality response;
e) means for searching a directory assistance database using the listing and locality queries; and
f) means for processing results of the directory assistance database search to select a number corresponding to the listing response and locality response.
-
-
27. A computer readable medium having software for facilitating automated directory assistance automation without operator intervention and comprising instructions for a computer to:
-
a) process an audible listing and locality response from a caller requesting directory assistance;
b) determine a listing query based on the listing response and a locality query based on the locality response;
c) initiate a search of a directory assistance database using the listing query and the locality query;
d) receive a listing response containing at least one record having a listing associated with a number; and
e) select a record containing a number corresponding to the audible listing and locality response for announcement to the caller. - View Dependent Claims (28, 29, 30, 31, 32, 33)
-
-
34. A method for generating grammar for automated directory assistance comprising:
-
a) identifying the most frequently requested listings independent of locality;
b) grouping synonymous listings within the most frequently requested listings; and
c) determining a common vocabulary for a group of synonymous listings to define a grammar, wherein when a requested listing matches any listing in the group of synonymous listings, the grammar is used to generate a listing query used for searching a directory assistance database. - View Dependent Claims (35)
-
Specification