Method and system for providing menu tree assistance

• US 20070211880A1
• Filed: 03/08/2006
• Published: 09/13/2007
• Est. Priority Date: 03/08/2006
• Status: Active Grant

• Current Assignee: General Motors LLC (General Motors Company)
• Original Assignee: General Motors Corporation (General Motors Company)
• Inventors: Johnson, Richard, Ross, Steven
• Granted Patent: US 7,783,305 B2
• Time in Patent Office: Days
• US Class Current: 379/265.10
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 11/002 with telemetering systems telemetering in general G08C
• CPC Class Codes: H04M 2201/405 involving speaker-dependent recognition
• CPC Class Codes: H04M 2203/254 where the visual mode comprises menus
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A method for providing menu tree assistance includes receiving a voice request from a user via a telematics unit and a wireless network and determining a voice menu tree based on the voice request. The method further includes receiving at least one response based on the voice menu tree, determining a failure or confirmation based on the at least one response and converting the response to data based on the determined confirmation. The method further includes recording the response based on the determined failure and providing the recorded response and data to an advisor at a call center. A system and a computer readable medium including computer program code are also disclosed.

Claims

1. A method for providing menu tree assistance, the method comprising:

receiving a voice request from a user via a telematics unit and a wireless network,

determining a voice menu tree based on the voice request;

receiving at least one response based on the voice menu tree;

determining a failure or confirmation based on the at least one response;

converting the response to data based on the determined confirmation;

recording the response based on the determined failure; and

providing the recorded response and data to an advisor at a call center.

2. The method of claim 1 wherein determining the voice menu tree comprises determining a voice menu tree from a plurality of voice menu trees.

3. The method of claim 1 wherein providing the recorded response and data to an advisor at a call center comprises:

providing the data in a transfer form and associating the recorded response with the transfer form.

4. The method of claim 3 further comprising:

displaying the data and playing the recorded response substantially simultaneously with a transfer form.

5. The method of claim 1 wherein determining the voice menu tree comprises:

providing a first voice menu tree item to the user; and

receiving a first response based on the voice menu tree item.

6. The method of claim 1 wherein determining failure or confirmation comprises:

confirming a first response;

storing a tree item confirmation based on the confirmation providing a second voice menu tree item based on the stored tree item confirmation;

receiving a second response based on the second voice menu tree item; and

determining a failure mode based on the second response.

7. The method of claim 1 further comprising:

determining a voice menu tree profile based on the voice request;

modifying the determined voice menu tree profile based on the determination of failure or confirmation; and

providing the at least one response to the advisor based on the voice menu tree profile.

8. The method of claim 1 wherein providing the recorded response and data to an advisor at a call center comprises:

providing a script to the advisor with the recorded response and data.

9. The method of claim 1 further comprising:

associating the received response with a vehicle; and

determining vehicle related information associated with the vehicle; and

wherein providing the recorded response and data to an advisor at a call center comprises providing the vehicle related information to the advisor.

10. The method of claim 1 further comprising determining a cause of the determined failure based on the determined failure, and providing the determined cause to the advisor with the recorded response and data.

11. A computer usable medium including computer readable code for providing menu tree assistance, the medium comprising:

computer readable code for receiving a voice request from a user via a telematics unit and a wireless network,

computer readable code for determining a voice menu tree based on the voice request;

computer readable code for receiving at least one response based on the voice menu tree;

computer readable code for determining a failure or confirmation based on the at least one response;

computer readable code for converting the response to data based on the determined confirmation;

computer readable code for recording the response based on the determined failure; and

computer readable code for providing the recorded response and data to an advisor at a call center.

12. The medium of claim 11 wherein computer readable code for determining the voice menu tree comprises computer readable code for determining a voice menu tree from a plurality of voice menu trees.

13. The medium of claim 11 wherein computer readable code for providing the recorded response and data to an advisor at a call center comprises:

computer readable code for providing the data in a transfer form and associating the recorded response with the transfer form.

14. The medium of claim 13 further comprising:

computer readable code for displaying the data and playing the recorded response substantially simultaneously with a transfer form.

15. The medium of claim 11 wherein computer readable code for providing the recorded response and data to an advisor at a call center comprises:

computer readable code for providing a script to the advisor with the recorded response and data.

16. The medium of claim 11 further comprising:

computer readable code for associating the received response with a vehicle; and

computer readable code for determining vehicle related information associated with the vehicle; and

wherein providing the recorded response and data to an advisor at a call center comprises providing the vehicle related information to the advisor.

17. The medium of claim 11 further comprising computer readable code for determining a cause of the determined failure based on the determined failure, and computer readable code for providing the determined cause to the advisor with the recorded response and data.

18. A system for providing menu tree assistance, the system comprising:

means for receiving a voice request from a user via a telematics unit and a wireless network,

means for determining a voice menu tree based on the voice request;

means for receiving at least one response based on the voice menu tree;

means for determining a failure or confirmation based on the at least one response;

means for converting the response to data based on the determined confirmation;

means for recording the response based on the determined failure; and

means for providing the recorded response and data to an advisor at a call center.