System and method for processing a spoken request from a user

• US 20090204407A1
• Filed: 02/08/2008
• Published: 08/13/2009
• Est. Priority Date: 02/08/2008
• Status: Abandoned Application

• Current Assignee: Connexis LLC
• Original Assignee: Connexis LLC
• Inventors: Simon, Bruno Philippe, Shields, T. Russell, Guzolek, John F.
• Application Number:
  US12/069,290
• Publication Number:
  US 20090204407A1
• Time in Patent Office: Days
• US Class Current: 704/270.100
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/4933 with operator assistance
• CPC Class Codes: H04M 3/523 with call distribution or queueing

Abstract

A system and method are described for processing a spoken request from a user. In one embodiment, a method is disclosed for attempting to recognize a spoken request from a user with a speech recognition engine above a predetermined level of accuracy. If the spoken request is not recognized above the predetermined level of accuracy, the spoken request is provided to a level one agent. If the level one agent does not recognize the request, a voice connection is established between the user and a level two agent. In another embodiment, a method is disclosed for determining whether a silent response system recognizes a spoken request from a user above a predetermined level of accuracy. A response is provided to the user if the silent response system recognizes the spoken request. Otherwise, a voice connection is established between the user and a call center.

Claims

1. A method for processing a spoken request from a user, the method comprising:

attempting to recognize a spoken request from a user with a speech recognition engine;

determining whether the speech recognition engine recognizes the spoken request above a predetermined level of accuracy;

providing the spoken request to a level one agent when the speech recognition engine does not recognize the spoken request above the predetermined level of accuracy; and

establishing a voice connection between the user and a level two agent when the level one agent does not recognize the spoken request.

2. The method of claim 1, wherein the level one agent must determine whether the spoken request is recognized within a predetermined time interval.

3. The method of claim 1 further comprising providing a response to the spoken request when the spoken request is recognized by one of the speech recognition engine, the level one agent, and the level two agent.

4. The method of claim 3, wherein the response comprises one of a voice response, a data response, a combined voice and data response, and an action.

5. The method of claim 1 further comprising establishing a data connection between a mobile device associated with the user and the level two agent.

6. The method of claim 1 further comprising establishing a data connection between a mobile device associated with the user and the level two agent.

7. The method of claim 1 further comprising reestablishing a voice connection if the established voice connection fails.

8. The method of claim 1 further comprising:

in response to the spoken request being recognized by one of the speech recognition engine, the level one agent, and the level two agent, providing a request for information to a content provider database, wherein a format for the request for information is the same irrespective of whether the spoken request is recognized by the speech recognition engine, the level one agent, or the level two agent.

9. A method for processing a spoken request from a user, the method comprising:

determining whether a silent response system comprising a speech recognition engine and a level one agent recognizes a spoken request from a user above a predetermined level of accuracy;

providing a response to the user when the silent response system recognizes the spoken request above the predetermined level of accuracy; and

establishing a voice connection between the user and a call center agent when the silent response system does not recognize the spoken request above the predetermined level of accuracy.

10. The method of claim 9, wherein determining whether the silent response system recognizes the spoken request above the predetermined level of accuracy comprises:

providing the spoken request to the speech recognition engine;

determining whether the speech recognition engine recognizes the spoken request above the predetermined level of accuracy; and

providing the spoken request to the level one agent when the speech recognition engine does not recognize the spoken request above the predetermined level of accuracy.

11. The method of claim 9, wherein the silent response system must determine whether the spoken request is recognized within a predetermined time interval.

12. The method of claim 11 further comprising:

providing feedback to the user during the predetermined time interval.

13. The method of claim 9 further comprising:

in response to the spoken request being recognized by one of the speech recognition engine, the level one agent, and the call center agent, providing a request for information to a content provider database, wherein a format for the request for information is the same irrespective of whether the spoken request is recognized by the speech recognition engine, the level one agent, or the call center agent.

14. A method for processing a spoken request from an operator of a vehicle, the method comprising:

with a speech recognition engine, attempting to recognize a spoken request from an operator of a vehicle, wherein the speech recognition engine is located remote from the vehicle;

determining whether the speech recognition engine recognizes the spoken request above a predetermined level of accuracy;

if the speech recognition engine does not recognize the spoken request above the predetermined level of accuracy, providing the spoken request to a level one agent, wherein the level one agent does not have a two-way voice connection with the operator of the vehicle;

if the level one agent does not recognize the spoken request, establishing a two-way voice connection between the operator of the vehicle and a level two agent; and

in response to the speech recognition engine, level one agent, or level two agent recognizing the spoken request, providing a response to the spoken request, wherein the response comprises a data response that is provided to a telematics system of the vehicle.

15. The method of claim 14, wherein the spoken request from the operator of the vehicle is provided through the telematics system of the vehicle.

16. The method of claim 14, wherein the spoken request from the operator of the vehicle is provided through a mobile device separate from the telematics system of the vehicle.

17. The method of claim 16, wherein the mobile device is operative to provide its position.

18. The method of claim 14, wherein the response further comprises a voice response.

19. A system for processing a spoken request from a user, the system comprising:

a spoken request intake mechanism comprising a speech recognition engine, a level one call center, and a level two call center;

an information database; and

an interface between the spoken request intake mechanism and the information database.

20. The system of claim 19, wherein the speech recognition engine is located remote from a vehicle.

21. The method of claim 19, wherein the spoken request intake mechanism is capable of both voice and data communication.

22. The method of claim 19, further comprising:

in response to the spoken request being recognized, providing a request for information to the information database, wherein a format for the request for information is the same irrespective of whether the spoken request is recognized by the speech recognition engine, the level one call center, or the level two call center.

23. A system for processing a spoken request from a user, the system comprising:

a speech recognition engine;

a level one call center;

a level two call center;

an information database;

an interface between the information database on one side and the speech recognition engine, the level one call center, and the level two call center on the other side; and

an integration framework that supports voice and data calls received from a user, wherein the integration framework comprises a task distribution engine that routes the voice and data calls to one or more of the speech recognition engine, the level one call center, and the level two call center.

24. The system of claim 23, wherein the interface sends requests to the information database and receives responses to the requests from the information database in a predetermined format.

25. The system of claim 23, wherein the task distribution engine routes the voice and data calls pursuant to a set of predetermined parameters.

26. A system for processing a spoken request from a user, the system comprising:

a speech recognition engine;

a directory gateway server in communication with the speech recognition engine; and

a task distribution engine in communication with the directory gateway server;

wherein, in response to the speech recognition engine failing to recognize a spoken request from a user above a predetermined level of accuracy, the directory gateway server is operative to provide the spoken request to an agent assigned by the task distribution engine.

27. The system of claim 26, wherein the agent serves both as a level one agent and a level two agent.

28. The system of claim 27, wherein when the agent serves as the level one agent, the agent does not have two-way voice connection with the user.

29. The system of claim 27, wherein when the agent serves as the level two agent, the agent has two-way voice connection with the user.

30. The system of claim 26, wherein the agent serves as a level one agent, and wherein a separate agent serves as a level two agent.

31. The system of claim 26 further comprising:

a service provider engine in communication with the task distribution engine and the directory gateway server, wherein the service provider engine is operative to query a content provider database to provide a response to the spoken request.