METHOD AND SYSTEM FOR PROVIDING MENU AND OTHER SERVICES FOR AN INFORMATION PROCESSING SYSTEM USING A TELEPHONE OR OTHER AUDIO INTERFACE

• US 20080154601A1
• Filed: 11/20/2007
• Published: 06/26/2008
• Est. Priority Date: 09/29/2004
• Status: Abandoned Application

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Microsoft Corporation
• Inventors: Stifelman, Lisa Joy, Koh, Eugene, Davis, Angus Macdonald, Partovi, Hadi, Marx, Matthew Talin, Alpert, David Bryan, Bailey, Scott James, Partovi, Haleh, Brathwaite, Roderick Steven, Sims, Kyle D., Bailey, Darby McDonough
• Application Number:
  US11/943,549
• Publication Number:
  US 20080154601A1
• Time in Patent Office: Days
• US Class Current: 704/251
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue

Abstract

A method and system for providing efficient menu services for an information processing system that uses a telephone or other form of audio user interface. In one embodiment, the menu services provide effective support for novice users by providing a full listing of available keywords and rotating house advertisements which inform novice users of potential features and information. For experienced users, cues are rendered so that at any time the user can say a desired keyword to invoke the corresponding application. The menu is flat to facilitate its usage. Full keyword listings are rendered after the user is given a brief cue to say a keyword. Service messages rotate words and word prosody. When listening to receive information from the user, after the user has been cued, soft background music or other audible signals are rendered to inform the user that a response may now be spoken to the service. Other embodiments determine default cities, on which to report information, based on characteristics of the caller or based on cities that were previously selected by the caller. Other embodiments provide speech concatenation processes that have co-articulation and real-time subject-matter-based word selection which generate human sounding speech. Other embodiments reduce the occurrences of falsely triggered barge-ins during content delivery by only allowing interruption for certain special words. Other embodiments offer special services and modes for calls having voice recognition trouble. The special services are entered after predetermined criterion have been met by the call. Other embodiments provide special mechanisms for automatically recovering the address of a caller.

Claims

1-60. -60. (canceled)

61. In a computer system that provides an audio user interface, a method of interfacing with a user comprising the steps of:

a) prompting a user with a fast message indicating that the user may say a keyword to invoke an application and indicating that the user may stay tuned for a listing of keywords;

b) waiting for a predetermined period for said user to say a keyword;

c) provided said user does say a keyword during said predetermined period, automatically recognizing said keyword and executing an application indicated by said keyword; and

d) provided said user does not say a keyword during said predetermined period, rendering a listing of keywords to said user and executing an application associated with a keyword spoken by said user in response to said listing.

62. A method as described in claim 61 wherein said step d) comprises the steps of:

d1) rendering a first set of said listing to said user;

d2) waiting for said predetermined period for said user to say a keyword;

d3) provided said user does say a keyword during said predetermined period of step d2), executing an application indicated by said keyword; and

d4) provided said user does not say a keyword during said predetermined period of step d2), rendering a second set of said listing to said user and again waiting for said predetermined period for said user to say a keyword.

63. A method as described in claim 61 wherein said step d) comprises the steps of:

d1) rendering a second message stating that if the user knows his/her keyword, the user can say the keyword at any time; and

d2) rendering said listing of keywords to said user.

64. A method as described in claim 61 further comprising the step of rendering a background audible signal during said predetermined period.

65. A method as described in claim 64 wherein said audible signal is music.

66. A method as described in claim 61 further comprising the step of rendering a suggestion to said user for said user to try a particular application and further suggesting its keyword, said step of rendering a suggestion performed before said step a).

67. A method as described in claim 66 wherein said suggestion is rotated on each pass-through by said user.

68. A method as described in claim 66 wherein said suggestion is rotated to suggest keywords not yet selected by said user.

69. A method as described in claim 61 further comprising the step of rendering a greeting message to said user, said step of rendering a greeting message performed before said step a).

70. A method as described in claim 69 wherein said greeting message is rotated on each pass-through by said user and also based on a time of day.

71. A method as described in claim 69 wherein said greeting message is rotated to supply same words but with differences in prosody.

72. A method as described in claim 69 wherein said greeting message is rotated to provide different greeting words.

73. A method as described in claim 61 wherein said step c) comprises the steps of:

c1) playing a message indicating that when the user is done with said application they can say a menu keyword at any time;

c2) executing said application; and

c3) exiting said application in response to said user saying said menu keyword.

74. A computer system comprising:

a processor coupled to bus;

a memory coupled to said bus; and

communication channels for providing audio user interfaces, wherein said memory has stored therein instructions for implementing a method of interfacing with a user, said method comprising the steps of;

a) prompting a user with a first message indicating that the user may say a keyword to invoke an application and indicating that the user may stay tuned for a listing of keywords;

b) waiting for a predetermined period for said user to say a keyword;

c) provided said user does say a keyword during said predetermined period, automatically recognizing said keyword and executing an application indicated by said keyword; and

d) provided said user does not say a keyword during said predetermined period, rendering a listing of keywords to said user and executing an application associated with a keyword spoken by said user in response to said listing.

75. A computer system as described in claim 74 wherein said step d) comprises the steps of:

d1) rendering a first set of said listing to said user;

d2) waiting for said predetermined period for said user to say a keyword;

d3) provided said user does say a keyword during said predetermined period of step d2), executing an application indicated by said keyword; and

d4) provided said user does not say a keyword during said predetermined period of step d2), rendering a second set of said listing to said user and again waiting for said predetermined period for said user to say a keyword.

76. A computer system as described in claim 74 wherein said step d) comprises the steps of:

d1) rendering a second message stating that if the user knows his/her keyword, the user can say the keyword at any time; and

d2) rendering said listing of keywords to said user.

77. A computer system as described in claim 74 wherein said method further comprises the step of rendering a background audible signal during said predetermined period.

79. A computer system as described in claim 74 further comprising the step of rendering a suggestion to said user for said user to try a particular application and further suggesting its keyword, said step of rendering a suggestion performed before said step a).

80. A computer system as described in claim 79 wherein said suggestion is rotated on each pass-through by said user.

81. A computer system as described in claim 79 wherein said suggestion is rotated to provide keywords not yet selected by said user.

82. A computer system as described in claim 74 further comprising the step of rendering a greeting message to said user, said step of rendering a greeting message performed before said step a).

83. A computer system as described in claim 82 wherein said greeting message is rotated on each pass-through by said user and also based on a time of day.

84. A computer system as described in claim 82 wherein said greeting message is rotated to provide differences in prosody.

85. A computer system as described in claim 82 wherein said greeting message is rotated to provide different greeting words.

86. A computer system as described in claim 74 wherein said step c) comprises the steps of:

c1) playing a message indicating that when the user is done with said application they can say a menu keyword at any time;

c2) executing said application; and

c3) exiting said application in response to said user saying said menu keyword.

87. A computer implemented method for generating a human sounding phrase using speech concatenation, said method comprising the steps of:

a) rendering a first name recording;

b) selecting a verb based on subject matter contained within a remainder said phrase;

c) rendering a recording of said verb;

d) rendering a second name recording, wherein said second name recording commences with a predetermined word and wherein said verb recording is recorded such that its termination contains proper co-articulation for said predetermined word; and

e) rendering said remainder of said phrase.

88. A method as described in claim 87 wherein said verb recording is made by first recording said verb followed by said predetermined word, then eliminating said predetermined word from said verb recording but leaving behind said proper co-articulation.

89. A method as described in claim 87 wherein said first and second names are sports teams and wherein said subject matter contained within said remainder of said phrase comprises to a score of a game between said teams.

90. A method as described in claim 89 wherein said remainder of said phrase further comprises series summary information regarding a sport associated with said sports teams.

91. A method as described in claim 87 wherein said step e) comprises the steps of:

e1) rendering a first value associated with said first name; and

e2) rendering a second value associated with said second name, and wherein said verb is selected based on a difference between said first and second values.

92. A method as described in claim 91 wherein said step e) further comprises the step of e3) rendering real-time game duration information.

93. A method as described in claim 87 wherein said step b) comprises the step of selecting said verb based on subject matter contained within said remainder and also based on a play status of said game wherein said play status comprises game in-play and game over.

94. In a computer system that provides an audio user interface, a method of providing information to a user comprising the steps of:

a) entering a general mode of operation within said audio user interface wherein a user can interrupt said computer system by uttering keywords at any time;

b) in response to said user saying a keyword that invokes a content delivery option, rendering a message informing said user that content delivery can be interrupted by uttering a special word;

c) playing an audio content to said user;

d) during step c), entering a special mode of operation wherein said audio content is interrupted only if said user says said special word and otherwise ignoring user utterances during said playing of said audio content; and

e) resuming said general mode of operation upon completion of said audio content.

95. A method as described in claim 94 further comprising the step of playing a first background audio signal, in conjunction with said audio content, during said step c) to indicate said special mode of operation.

96. A method as described in claim 95 wherein said audio signal is music.

97. A method as described in claim 95 further comprising the step of playing a second background audio signal in response to a user utterance made during said special mode of operation, said second background audio signal played in conjunction with said audio content and indicating that said computer system heard and is processing said utterance.

98. In a computer system having an audio user interface, a method of providing information to a user comprising the steps of:

a) automatically determining a default location based on a characteristic of a caller;

b) rendering a first message to said caller that information of a first category will be provided to said caller using said default location unless said caller indicates a new location;

c) pausing a predetermined period for said caller to say a new location and rendering a background audio signal during said pausing;

d) provided said user does not indicate a new location, rendering to said caller information of said fast category that is pertinent to said default location; and

e) provided said user does indicate a new location, rendering to said caller information of said first category that is pertinent to said new location.

99. A method as described in claim 98 wherein said characteristic is caller identification (caller ID) data regarding said caller and wherein said locations are cities.

100. A method as described in claim 98 wherein said audio signal is music.

101. A method as described in claim 98 further comprising the steps of:

f) rendering a second message to said caller that information of a second category will be provided to said caller using said location on which first category information was rendered unless said caller indicates another location;

g) pausing a predetermined period for said caller to say a second location and rendering a background audio signal during said pausing;

h) provided said user does not indicate said second location, rendering to said caller information of said second category that is pertinent to said location on which first category information was rendered; and

i) provided said user does indicate said second location, rendering to said caller information of said second category that is pertinent to said second location.

102. A method as described in claim 101 wherein said first and said second categories are related.

103. A method as described in claim 102 wherein steps f)-i) are executed automatically after steps a)-d) and said second category is automatically determined by computer control.

104. In a computer system, a method for providing an audio user interface, said method comprising the steps of:

a) receiving a user utterance;

b) processing said user utterance using automatic voice recognition processes;

c) if said user utterance is a mismatch, entering a first process to determine if conditions exist that are likely to lead to poor voice recognition; and

d) if said conditions do not exist then re-prompting said user and repeating steps a)-c), otherwise, entering a second process to provide services and user suggestions directed at raising the likelihood of receiving commands and data from said user.

105. A method as described in claim 104 wherein said first process comprises the steps of:

determining said conditions exist if a predetermined number of mismatched utterances are received in a row;

determining said conditions exist if a predetermined percentage of mismatched utterances are received based on all user utterances within in a given call; and

determining said conditions exist if a predetermined threshold of background signals is detected in said call.

106. A method as described in claim 105 wherein said first process further comprises the steps of:

determining said conditions exist if said user utterance is longer than a predetermined duration;

determining said conditions exist if said user utterance is louder than a predetermined loudness threshold; and

determining said conditions exist if a decoy word is detected within said user utterance.

107. A method as described in claim 106 wherein said first process further comprises the step of determining said conditions exist if a predetermined level of non-human speech is detected.

108. A method as described in claim 107 wherein said first process further comprises the steps of:

applying a tolerance threshold for determining whether said conditions exist; and

adjusting said tolerance threshold if said user is using a wireless phone for said call.

109. A method as described in claim 104 wherein said second process comprises the steps of:

a) rendering a message that said computer is having trouble understanding said user; and

b) rendering a message informing said user of suggestions on how to be better understood;

111. A method as described in claim 109 wherein said second process further comprises the step of c) entering a push-to-talk mode of operation.

112. A method as described in claim 109 wherein said second process further comprises the step of c) raising the barge-in threshold.

110-1. A method as described in claim 119 wherein said step d) is performed without said caller directly interfacing with said operator.

113. In a computer system, a method for providing an audio user interface, said method comprising the steps of

a) on receiving a call, using an Automatic Number Information (ANI) of said call to determine if said call is using a wireless phone;

b) provided said call is using a wireless phone, raising a barge-in threshold;

c) detecting a user utterance when sounds of said call exceed said barge-in threshold;

d) processing said user utterance using automatic voice recognition processes;

e) if said user utterance is a mismatch, entering a first process to determine if conditions exist that are likely to lead to poor voice recognition; and

f) if said conditions do not exist, then re-prompting said user and repeating steps c)-e), otherwise, entering a second process to provide services and user suggestions directed at raising the likelihood of receiving commands and data from said user.

114. In a computer system, a method for providing an audio user interface, said method comprising the steps of:

a) on receiving a call, using an Automatic Number Information (ANI) of said call to determine if said call is using a wireless phone;

b) provided said call is using a wireless phone, raising a confidence rejection threshold used in automatic voice recognition processes;

c) detecting a user utterance;

d) processing said user utterance using said automatic voice recognition processes, wherein increasing said confidence rejection threshold means a higher confidence is required to be associated with a hypothesis before said automatic voice recognition processes consider a spoken word of said utterance to have been matched;

e) if said user utterance is a mismatch, entering a first process to determine if conditions exist that are likely to lead to poor voice recognition; and

f) if said conditions do not exist, then re-prompting said user and repeating steps c)-e), otherwise, entering a second process to provide services and user suggestions directed at raising the likelihood of receiving commands and data from said user.

115. In a computer system having an audio user interface, a method of recovering an address from a caller comprising the steps of:

a) obtaining a telephone number for said caller;

b) using said telephone number to perform a reverse look-up through an electronic phone book database to attempt to obtain the caller'"'"'s address;

c) provided said reverse look-up located an address for said caller, verifying a zip code with said user, otherwise, prompting said caller for a zip code and receiving a zip code from said caller;

d) provided said reverse look-up located an address for said caller, verifying a street name with said user, otherwise, prompting said caller for a street name and receiving a street name from said caller; and

e) provided said reverse look-up located an address for said caller, verifying a street number with said user, otherwise, prompting said caller for a street number and receiving a street number from said caller

110. A method as described in claim 109 wherein said second process further comprises the step of c) entering a special mode of operation where only keypad user entry is allowed.

116. A method as described in claim 115 further comprising the step off) recording an address obtained for said caller.

117. A method as described in claim 115 wherein said step a) comprises the step of obtaining said telephone number from a caller identification (caller ID).

118. A method as described in claim 115 wherein said step d) obtains said street name from said caller using automatic voice recognition.

119. A method as described in claim 115 wherein said step d) obtains said street name using an operator provided said automatic voice recognition fails.