Voice response system

• US 5,553,121 A
• Filed: 06/06/1995
• Issued: 09/03/1996
• Est. Priority Date: 08/19/1994
• Status: Expired due to Term

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: International Business Machines Corporation
• Inventors: Porter, Lawrence L., Martin, David G.
• Primary Examiner(s): Zele, Krista M.
• Assistant Examiner(s): Hunter, Daniel S.
• Application Number:
  US08/467,328
• Time in Patent Office: 455 Days
• Field of Search: 434/321, 379/67, 379/88, 379/71, 379/72, 379/92
• US Class Current: 379/88.01
• 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

The present invention relates to system for varying the voice menus and segments presented to the user of a voice response system according to the competence of the user. The response time of a user to voice prompts is measured and an average response time is determined. It is assumed that the lower the average response time, the greater the competence of the user. The average response time is used as an index to a table of ranges of response times. Each range has respective voice segments associated therewith. The voice segments comprise oral instructions or queries for the user and vary according to the anticipated competence of the user. If the average response time changes such that the voice segments indexed are different to the current voice segments then a data base containing information relating to user competence is updated to reflect such a change. Accordingly, when the user next interacts with the voice response system a new set of voice segments more appropriate to the user'"'"'s competence with be played.

Claims

1. A voice response system comprising:

means for conducting a telephone call with a user,

means for storing a plurality of sets of voice prompts, each voice prompt comprising at least one voice segment which is capable of being played to said user,

means for selecting one from said plurality of sets of voice prompts for use during the telephone call,

means for outputting a voice prompt from said selected set of voice prompts to said user and for receiving a response thereto from the user, said response indicating to the system the user'"'"'s requirements,

means for determining the competence with which said user interacts with said system, and wherein said means for selecting selects a voice prompt according to the determined competence of the user,

means for determining the response time between playing a voice prompt and receiving said response thereto, and wherein said means for selecting is responsive to said means for determining a response time to select a set of voice prompts according to the response time.

2. A system as claimed in claim 1, further comprising

means, responsive to said means for determining the competence with which said user interacts with said system, for accessing and amending stored data reflecting said competence.

3. A system as claimed in claim 1, wherein said means for receiving a telephone call comprises a plurality of telephone interfaces each capable of receiving a telephone call from said user, and said system further comprises

means for identifying upon which telephone interface a telephone call made by said user was received, and wherein

said means for selecting selects a set of voice prompts according to which telephone interface received the telephone call from said user.

4. A system as claimed in claim 1 or 2, further comprising

means for identifying the user, and

means, responsive to said identification, for accessing stored data associated with the user, the stored data being indicative of the competence of the user, and wherein

said means for selecting is responsive to said stored data.

5. A system as claimed in claim 4, further comprising

means for recording how many times a user has interacted with the system, and

means for accessing and amending said stored data according to said determination.

6. A system as claimed in claim 1 or 2, further comprising voice menus and means for modifying said sets of voice segments independently of said voice menus, said means for modifying comprising

memory for storing a table comprising a plurality of indices, each index corresponding to a possible user response, and respective data corresponding to respective commands, wherein said voice menus are responsive to said commands,

means for indexing using a user response one of said plurality of commands, and

means for guiding the operation of said system according to said one of said plurality of commands.

7. A system as claimed in claim 3, further comprising voice menus and means for modifying said sets of voice segments independently of said voice menus, said means for modifying comprising:

memory for storing a table comprising a plurality of indices, each index corresponding to a possible user response, and respective data corresponding to respective commands, wherein said voice menus are responsive to said commands,

means for indexing using a user response to one of said plurality of commands, and

means for guiding the operation of said system according to said one of said plurality of commands.

8. A system as claimed in claim 4, further comprising voice menus and means for modifying said sets of voice segments independently of said voice menus, said means for modifying comprising:

memory for storing a table comprising a plurality of indices, each index corresponding to a possible user response, and respective data corresponding to respective commands, wherein said voice menus are responsive to said commands,

means for indexing using a user response to one of said plurality of commands, and

means for guiding the operation of said system according to said one of said plurality of commands.

9. A system as claimed in claim 5, further comprising voice menus and means for modifying said sets of voice segments independently of said voice menus, said means for modifying comprising:

memory for storing a table comprising a plurality of indices, each index corresponding to a possible user response, and respective data corresponding to respective commands, wherein said voice menus are responsive to said commands,

means for indexing using a user response to one of said plurality of commands, and

means for guiding the operation of said system according to said one of said plurality of commands.