SYSTEM AND METHOD FOR MULTI-LANGUAGE COMMUNICATION SEQUENCING

• US 20170109345A1
• Filed: 10/15/2015
• Published: 04/20/2017
• Est. Priority Date: 10/15/2015
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Interactive Intelligence Group Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Bauer, Scott P., Ullyot, James R.
• Granted Patent: US 11,054,970 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 3/04842 Selection of displayed objects or displayed text elements G06F3/0482 takes precedence
• CPC Class Codes: G06F 3/04847 Interaction techniques to control parameter settings, e.g. interaction with sliders or dials
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: H04M 2201/39 using speech synthesis
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• 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

Abstract

A system and method are presented for multi-language communication sequencing. Communication flows may support one or more languages, which may need to be created, removed, or edited. During sequence editing, prompts, data, expressions, pauses, and text-to-speech may be added. This may be done through the use of inline-selectors, which comprise a prompt or TTS, or through the use of dialogs, which may also provide error feedback. A main sequence may be capable of handling multiple languages which are supported and managed independent of each other.

Claims

1. A method for sequencing communication to a party utilizing a plurality of languages in an interactive voice response system, the method comprising the steps of:

a. creating, by a user of the system, a prompt, wherein the prompt has a plurality of resources of attached;

b. enabling, by the interactive voice response system, at least one supported language for the communication, wherein the communication is in the at least one supported language;

c. enabling, for editing to the sequence, one or more of;

prompts, data, expressions, pauses, and text-to-speech; and

d. enabling an alternate language for the communication, wherein the alternate language comprises an alternate sequence.

2. The method of claim 1, wherein the plurality of resources comprise a language tag wherein the language tag comprises text-to-speech.

3. The method of claim 1, wherein the plurality of resources comprise a language tag, wherein the language tag comprises audio.

4. The method of claim 1, wherein the alternate language belongs to an alternate sequence that overrides the main sequence in the event the alternate language is selected.

5. The method of claim 1, wherein the data comprises:

dates, times, currencies, numbers, and database lookups.

6. The method of claim 1, wherein the pause comprises a delay of audio playback.

7. The method of claim 1, wherein the editing comprises addition, deletion, or re-arranging.

8. The method of claim 7, wherein validation is provided in real-time for editing.

9. The method of claim 8, wherein the validation comprises errors placed adjacent to a sequence step in error.

10. The method of claim 1, wherein the enabling, for editing to the sequence, comprises enabling the raw source of a sequence for editing.

11. The method of claim 1, wherein the text-to-speech is capable of automatic conversion into a prompt for a supported language resource.

12. The method of claim 1, wherein the enabling an alternate language for the communication comprises saving a snapshot of the main sequence and applying the snapshot as a starting point for the alternate sequence.

13. A method for sequencing communication to a party utilizing a plurality of languages in an interactive voice response system, the method comprising the steps of:

a. selecting, through a graphical user interface, by a user, a prompt; and

b. creating, by a computer processor, at run-time, a communication sequence using the prompt.

14. The method of claim 13, wherein the prompt has a plurality of resources of attached.

15. The method of claim 13, wherein the communication sequence comprises:

a sequence item, wherein the sequence item comprises the prompt.

16. The method of claim 13, wherein the creating comprises:

replacing existing sequence items with the created communication sequence.

17. A method for sequencing communication to a party utilizing a plurality of languages in an interactive voice response system, the method comprising the steps of:

a. entering, by a user, text into a graphical user interface, wherein the text is transformed into text-to-speech by a computer processor; and

b. creating, by the computer processor, a communication sequence using the text-to-speech.

18. The method of claim 17, wherein the text-to-speech has a plurality of characters attached.

19. The method of claim 18, wherein the plurality of characters comprise words.

20. The method of claim 17, wherein the communication sequence comprises:

a sequence item, wherein the sequence item comprises text-to-speech.

21. The method of claim 17, wherein the creating comprises:

replacing existing sequence items with the created communication sequence.