METHOD AND SYSTEM FOR INTERJECTING COMMENTS TO IMPROVE INFORMATION PRESENTATION IN SPOKEN USER INTERFACES

• US 20110135072A1
• Filed: 01/28/2011
• Published: 06/09/2011
• Est. Priority Date: 07/18/2001
• Status: Active Grant

• Current Assignee: Shadow Prompt Technology AG
• Original Assignee: Enterprise Integration Group, Inc. (Perspecta, Inc.)
• Inventors: Munroe, Justin, Stringham, Rex, Balentine, Bruce
• Granted Patent: US 8,213,579 B2
• Time in Patent Office: Days
• US Class Current: 379/88.16
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]

Abstract

A method and an apparatus for providing audio information to a user. The method and apparatus provide information in multiple modes that represent various pieces of information and/or alternatives. In various embodiments, the form of a prompt played is dependent on what previously played prompts were given to the user during that session.

Claims

1. A method of providing an audio menu to a user of a telephone to interact with an interactive voice response (“

IVR”

) system during a session with said user, the method comprising the steps of;

a) indicating to the user by the IVR an audible first menu selection by providing a first primary prompt in a speech foreground mode, wherein said first primary prompt requests said user to select said first menu selection by providing a first speech response;

b) determining by the IVR after completion of the first primary prompt that said user has not responded to said primary prompt by providing said first speech response;

c) providing to the user by the IVR an audible first menu selection by providing a first secondary prompt, wherein said first secondary prompt requests said user to select said first menu selection by providing a first touchtone response;

d) determining by the IVR after completion of the first secondary prompt that said user has not responded to said first secondary prompt by providing said first touchtone response;

e) determining by the IVR that a first command prompt informing the user of a command has not been provided to the user during the session; and

f) providing to the user by the IVR said first command prompt informing the user of said command, said first command prompt requesting the user to invoke said command by providing a second speech response.

2. The method of claim 1 further comprising the steps of:

g) determining by the IVR that a second command prompt informing the user of a second command has not been provided to the user during the session; and

h) providing to the user by the IVR said second command prompt informing the user of said second command, said second command prompt requesting the user to invoke said second command by providing a second touchtone response.

3. The method of claim 1 wherein said first primary prompt requests the user to provide a first speech response comprising a word associated with a menu function,

wherein the first secondary prompt requests the user to provide said first touchtone response comprising a number associated with the menu function, and

wherein the second speech response is one of “

cancel”

, “

end”

, or “

operator.”

4. The method of claim 1 wherein said prompt for first primary prompt is provided to said user using a different pitch, volume, or tone than said second command prompt.

5. A method of providing an audio menu to a user of a telephone to interact with an interactive voice response (“

IVR”

) system during a session with said user, the method comprising the steps of;

a) indicating to the user by the IVR an audible first menu selection by providing a first primary prompt in a speech foreground mode, wherein said first primary prompt requests said user to respond by providing a first speech response;

b) determining by the IVR after the completion of the first primary prompt that said user has not responded to said primary prompt by providing said first speech response; and

c) wherein after step b) if the IVR determines that a secondary prompt has not been previously provided at least once during said session to said user then providing to the user an audible second menu selection comprising said secondary prompt, said secondary prompt requests said user to respond by providing a second speech response, and

wherein after step b) if the IVR determines that said secondary prompt has been previously provided at least once during said session, then said IVR does not provide to said user said secondary prompt after said primary prompt.

6. The method of claim 5 wherein said secondary prompt comprises a command for ending said session, canceling a transaction, or requesting an operator.

7. The method of claim 5 wherein said IVR determines in step c) that said secondary prompt has been provided more than two times.

8. The method of claim 5 wherein in step c) the IVR further determines whether to provide said second prompt based on a time period since said secondary prompt was provided to said user during said session.

9. The method of claim 5 wherein said secondary prompt comprises an audio quality comprising at least one of a volume, a tone, a speed, or a pitch that is different from said primary prompt.

10. The method of claim 5 wherein said secondary prompt requests said user to respond by pressing a keypad on said telephone.

11. A method of providing an audio menu to a user of a telephone interacting with an interactive voice response (“

IVR”

) system configured in a speech-foreground mode, the method comprising the steps of;

indicating to the user by the IVR an audible first menu selection by providing a first primary prompt followed by a first secondary prompt,

wherein the first primary prompt informs the user of said first menu selection and wherein said first primary prompt instructs said user to select said first menu selection by saying a first grammar of one or more words associated with said first menu selection

wherein said first grammar of one or more words do not comprise a numerical word, wherein the first secondary prompt instructs using a plurality of words informing said user how to select said first menu selection by pressing a first numerical key on said telephone;

determining in said IVR that said user has not provided any input comprising either said first grammar of one or more words as speech or pressing said first numerical key in response to said first secondary prompt; and

providing to the user by the IVR a second audible menu selection comprising a second primary prompt and a second secondary prompt,

wherein the second primary prompt informs the user of said second menu selection and wherein said second primary prompt instructs said user to select said second menu selection by saying a second grammar of one or more words associated said second menu selection,

wherein the second secondary prompt informs the user of how to select said second menu selection by pressing a second numerical key on said telephone, and

wherein the second secondary prompt comprises a fewer number of words than the first secondary prompt.

12. The method of claim 11, wherein said method further comprises the steps of:

determining by the IVR that said user has not provided any input comprising either said second grammar of one or more words or pressing said second numerical key in response to said second secondary prompt; and

providing to the user by the IVR a third audible menu selection comprising a third primary prompt and a third secondary prompt,

wherein the third primary prompt informs the user of a third menu selection and wherein said third primary prompt instructs said user to select said third menu selection by saying a third grammar of one or more words associated with said third menu selection, and

wherein the third secondary prompt instructs said user how to select said third menu selection by informing the user of a third numerical key.

13. The method of claim 12 wherein said third secondary prompt comprises only a single word indicating the third numerical key.

14. The method of claim 11 wherein the first and second primary prompts request speech input and the first and second secondary prompts request telephone keypad input.

15. The method of claim 11 further comprising the steps of:

a) determining in the IVR said first primary prompt has been provided to said user during a session of the IVR with said user;

b) providing said first primary prompt to said user a second time during said session; and

c) not providing said first secondary prompt again to said user following step b) above.

16. The method of claim 11 further comprising the steps of:

a) determining said first primary prompt has been provided to said user during a session with said user;

b) providing said first primary prompt to said user a second time during said session; and

c) providing an alternate first secondary prompt to said user comprising only a single word indicating only the first numerical key.