AUTOMATED VOICE SYSTEM AND METHOD

• US 20100042409A1
• Filed: 08/13/2008
• Published: 02/18/2010
• Est. Priority Date: 08/13/2008
• Status: Abandoned Application

• Current Assignee: 101323 PEI Incorporated
• Original Assignee: 101323 PEI Incorporated
• Inventors: Marsh, Mike, McMaster, William, Hutchinson, Harold
• Application Number:
  US12/190,643
• Publication Number:
  US 20100042409A1
• Time in Patent Office: Days
• US Class Current: 704/235
• CPC Class Codes: G06F 16/957 Browsing optimisation, e.g. caching or content distillation
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

A voice browser for use in a customer interaction management system for interacting with a customer, based on data contained in one or more generic knowledge trees. The system can traverse the knowledge tree based on customer responses to presented questions until a leaf node of the knowledge tree is reached. The information contained in the leaf node is then presented to the customer.

Claims

1. A voice-based customer interaction system for interacting with a customer based on data contained in one or more knowledge trees, the system comprising:

a) a tree traversal module adapted to query the one or more knowledge trees for requested data;

b) a knowledge tree parser adapted to transform the requested data according to one or more business logic rules;

c) a language interpreter adapted to convert the transformed data into a text stream; and

d) a voice presentation module adapted to verbally present the text stream to the customer and accept a customer response,

wherein, the data contained in the one or more knowledge trees is not stored as audio data.

2. The system of claim 1, wherein the data is stored in a web browser readable format.

3. The system of claim 1, wherein the customer response comprises one or more dual-tone multi-frequency key presses.

4. The system of claim 1, wherein the customer response comprises a word or phrase spoken by the customer.

5. The system of claim 1, wherein the tree traversal module is further adapted to return one or more child nodes of a queried node and the queried node is based on a previous customer response.

6. The system of claim 5, wherein the language interpreter is further adapted to form a multiple choice question based on the one or more child nodes of the queried node.

7. The system of claim 6, wherein the one or more business logic rules comprises a list presentation limit and the knowledge tree parser is further adapted to, when the number of the one or more child nodes of the queried node is greater than the predetermined list presentation limit, parse the child nodes of the queried node into two or more sets of child nodes, the number of child nodes in each set being less than the predetermined list presentation limit.

8. The system of claim 7, wherein the language interpreter is further adapted to form two or more multiple choice questions based on the two or more sets of child nodes.

9. The system of claim 1, wherein the tree traversal module is further adapted to query a new knowledge tree upon receiving the location of the new knowledge tree.

10. The system of claim 1, the system further comprising a language rules module adapted to check the language of the requested data against a list of supported languages and to generate an error code if the language of the requested data does not appear on the list of supported languages.

11. A method of interacting with a customer using automated voice communication, the method comprising:

a) querying one or more knowledge trees for requested data;

b) transforming the requested data according to one or more business logic rules;

c) converting the transformed data into a text stream;

d) presenting the text stream to the customer using voice communication;

e) receiving a response from the customer;

f) repeating steps a) to e) until a leaf node of the one or more knowledge trees is reached at step a); and

g) presenting information contained in the leaf node to the customer using voice communication,

wherein, the data contained in the one or more knowledge trees is not stored as audio data.

12. The method of claim 11, wherein the data is stored in a web browser readable format.

13. The method of claim 11, wherein the customer response comprises one or more dual-tone multi-frequency key presses.

14. The method of claim 11, wherein the customer response comprises a word or phrase spoken by the customer.

15. The method of claim 11, wherein step a) comprises returning one or more child nodes of a queried node based on a previous customer response.

16. The method of claim 15, wherein step c) comprises forming a multiple choice question based on the one or more child nodes of the queried node.

17. The method of claim 16, wherein the one or more business logic rules comprises a list presentation limit and step b) further comprises, when the number of the one or more child nodes of the queried node is greater than the predetermined list presentation limit, parsing the child nodes of the queried node into two or more sets of child nodes, the number of child nodes in each set being less than the predetermined list presentation limit.

18. The method of claim 17, wherein step c) further comprises forming two or more multiple choice questions based on the two or more sets of child nodes.

19. The method of claim 11, the method further comprising checking the language of the requested data against a list of supported languages and generating an error code if the language of the requested data does not appear on the list of supported languages.

20. A customer interaction system, the system comprising:

a) a database adapted for storing one or more generic knowledge trees;

b) a web-based customer interaction system adapted for interacting with a customer via the Internet based on data contained in the one or more knowledge trees; and

c) a voice-based customer interaction system adapted for interacting with a customer using automated voice communication based on data contained in the one or more knowledge trees, the system comprising;

i) a tree traversal module adapted to query the one or more knowledge trees for requested data;

ii) a knowledge tree parser adapted to transform the requested data according to one or more business logic rules;

iii) a language interpreter adapted to convert the transformed data into a text stream;

iv) a voice presentation module adapted to verbally present the text stream to the customer and accept a customer response.