Voice recognition method and apparatus using model number lookup

• US 20100185533A1
• Filed: 03/24/2010
• Published: 07/22/2010
• Est. Priority Date: 10/10/2000
• Status: Active Grant

• Current Assignee: e2Interactive Incorporated
• Original Assignee: Nintendo of America, Inc. (Nintendo Company Limited)
• Inventors: O'Connor, Dean
• Granted Patent: US 8,126,724 B2
• Time in Patent Office: Days
• US Class Current: 705/28
• CPC Class Codes: G06Q 10/0837 Return transactions
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: G06Q 30/012 Providing warranty services
• CPC Class Codes: G06Q 40/12 Accounting
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00

Abstract

A voice response system for use in obtaining return qualification information for a product using a non-unique product identifier, including: a dial-in voice system operable to prompt a caller for the non-unique product identifier, wherein the non-unique product identifies the product as a member of a defined product group: a product registration database including a plurality of different, non-unique product identifiers: a return policy storage that defines return policies for each of the non-unique product identifiers: and an arrangement that looks up a specific return policy for the non-unique product identified entered by the caller and provides information to the caller regarding return qualification for the product identified by the non-unique product identifier.

Claims

1. A voice response system for use in obtaining return qualification information for a product using a non-unique product identifier, the voice response system comprising:

a dial-in system operable to prompt a caller for the non-unique product identifier, wherein the non-unique product identifier identifies the product as a member of a defined product group;

a product registration database including a plurality of different, non-unique product identifiers;

a return policy storage location operable to define return policies for each of the non-unique product identifiers, one or more of said return policies being at least partially dependent on a last date associated with at least one of the products identified by the non-unique product identifier; and

an arrangement operable to up a specific return policy for the non-unique product identifier entered by the caller and provide information to the caller regarding return qualification for the product identified by the non-unique product identifier,

wherein the voice response system is configured to make a return qualification of a first product having a non-unique identifier based at least in part on a last date associated with a second product having the same non-unique identifier.

2. The voice response system of claim 1, wherein the non-unique product identifier is a product model number.

3. The voice response system of claim 1, wherein the non-unique product identifier is a Universal Product Code (UPC).

4. The voice response system of claim 1, wherein the non-unique identifier is a Stock Keeping Unit (SKU).

5. The voice response system of claim 1, further including a watchdog process that periodically tests the operation of the system.

6. The voice response system of claim 1, wherein the last date is a last ship date from a manufacturer to a retailer.

7. The voice response system of claim 1, wherein the last date is a last sell-through date at a retailer.

8. The voice response system of claim 1, wherein the database includes return qualification information for purchased products.

15. The voice response system of claim 1, wherein the first product is different from the second product.

9. A method of operating a voice response system, the method comprising:

storing different non-unique product identifiers into a system;

storing a return policy in the system for each of the non-unique product identifiers, wherein the return policy defines criteria under which products having the non-unique product identifier associated with the policy are returnable;

prompting a caller, using a dial-in voice system, for a non-unique identifier associated with a product for which a return is desired;

determining, via the system, whether the entered non-unique identifier corresponds to one of the stored non-unique identifiers in the system;

obtaining a stored return policy for the non-unique product identifier based on the determination that the entered non-unique identifier corresponds to one of the stored non-unique identifiers in the system, wherein the system is configured to qualify a first product having a non-unique identifier for return based at least in part on a last date associated with a second product having the same non-unique identifier; and

communicating return qualification information based on the stored return policy back to the caller through the voice system.

10. The method of claim 9, wherein the voice system prompts the user for a product model number as the non-unique product identifier.

11. The method of claim 10, wherein the system is a product registration database.

12. The method of claim 9, wherein the last date is a last ship date from a manufacturer to a retailer for product having a particular non-unique product identifier.

13. The method of claim 12, wherein the last date is a last sell-through date at a retailer for products having a particular non-unique product identifier.

14. The method of claim 13, further including using a watchdog process that periodically tests the operation of the system.

16. The method of claim 9, wherein the first product is different from the second product.