Transaction support apparatus

• US 6,108,632 A
• Filed: 04/03/1998
• Issued: 08/22/2000
• Est. Priority Date: 09/04/1995
• Status: Expired due to Term

• Current Assignee: British Telecommunications PLC (BT Group PLC)
• Original Assignee: British Telecommunications PLC (BT Group PLC)
• Inventors: Reeder, Anthony Andrew, Fisher, Kim James, Gell, Michael Anthony, Bradley, Laurence Daniel
• Primary Examiner(s): Hudspeth, David R.
• Assistant Examiner(s): Smits, Talivaldis Ivars
• Application Number:
  US09/029,770
• Time in Patent Office: 872 Days
• Field of Search: 704/275, 704/270, 705/1, 705/35, 705/37
• US Class Current: 704/275
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange
• CPC Class Codes: H04M 1/0216 Foldable in one direction, i.e. using a one degree of freedom hinge
• CPC Class Codes: H04M 1/271 controlled by voice recognition
• CPC Class Codes: H04M 1/725 Cordless telephones user interfaces specially adapted therefor H04M1/724
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/2245 Management of the local loop plant
• CPC Class Codes: H04M 3/42 Systems providing special services or facilities to subscribers specially adapted for wireless communication networks H04W4/00
• CPC Class Codes: H04M 3/42314 in private branch exchanges
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/533 Voice mail systems

Abstract

A transaction support apparatus is used by one or more human transaction operators, each provided with a telephone. It includes a speech recognition device having: a speech input coupled to receive a speech signal input to a telephone by a transactiob operator, a speech recognition processor arranged to recognize predetermined transaction parameters within the speech signal; and a parameter output at which the speech recognition device is arranged to make values of the parameters thus recognized available.

Claims

1. A transaction support apparatus for use by one or more human transaction operators, each provided with a telephone, which apparatus comprises:

a speech recognition device having;

a speech input coupled to receive a speech signal input to a said telephone by a human transaction operator,

a speech recognition processor arranged to recognize predetermined transaction parameters within said speech signal; and

a parameter output at which said speech recognition device is arranged to make values of said parameters thus recognized available.

2. Apparatus as in claim 1, which further comprises:

speaker verification apparatus coupled to receive a speech signal from a said telephone and to verify that said speech signal originates from a genuine said human transaction operator.

3. Apparatus as in claim 1 which further comprises:

a confirmatory output device coupled to said parameter output, to generate a confirmatory indication, recognizable by a said human transaction operator, of values of said parameters thus recognized.

4. Apparatus as in claim 3, which further comprises:

a confirmation input means for receiving, from said human transaction operator, a signal accepting or rejecting said confirmatory indication.

5. Apparatus as in claim 4, in which said confirmation input means is provided by said speech recognition device.

6. Apparatus as in claim 3, in which said confirmatory output device comprises:

a speech synthesizer arranged to generate, from said parameter output values, a corresponding synthetic speech signal reciting said values.

7. Apparatus as in claim 6, in which said speech synthesizer is coupled to said telephone to supply said synthetic speech signal to said human transaction operator via said telephone.

8. Apparatus as in claim 3 in which said confirmatory output device comprises a visual display.

9. A method of operating a transaction support apparatus for use by one or more transaction operators, the support apparatus comprising an electronic speech recognition device, said method comprising:

coupling the electronic speech recognition device to receive a speech signal including a confirmatory dialogue from a transaction operator to another party;

recognizing values of parameters of the transaction within the speech of the transaction operator utilizing said electronic speech recognizer; and

supplying data recording the results of said recognition in electronic form from said electronic speech recognizing unit to an electronic transaction recording computer.

10. The method of claim 9 further comprising the step of:

operating said electronic speech recognizer to recognize whether the speech corresponds to a predetermined human transaction operator.

11. The method of claim 9 further comprising the step of:

outputting a confirmatory output indication, recognizable by a said human transaction operator, of values of said parameters thus recognized.

12. The method of claim 11, further comprising the step of:

accepting, from said human transaction operation, a signal accepting or rejecting said confirmatory indication.

13. The method of claim 12, in which the step of accepting comprises the step of:

operating the electronic speech recognition device to recognize confirmation or rejection.

14. The method of claim 12 in which:

said recognized parameter values are not passed on to said computer until a signal is accepted which indicates acceptance of said confirmatory indication.

15. The method of claim 11, in which said step of generating a confirmatory indication comprises:

operating an electronic speech synthesizer device to generate a corresponding synthetic speech signal.

16. The method of claim 15, in which said electronic speech synthesizer is coupled to said telephone to supply said synthetic speech signal via said telephone.

17. The method of claim 11, in which said step of generating a confirmatory output comprises:

generating a visual signal on a visual display unit.

18. A transaction support apparatus for use by a plurality of human transaction operators, each provided with a telephone, which apparatus comprises:

a speech recognition device having;

a speech input coupled to receive a speech signal input to a said telephone by a human transaction operator which is confirmatory of a transaction,

a speech recognition processor arranged to recognize predetermined transaction parameters within said speech signal; and

a parameter output at which said speech recognition device is arranged to make values of said parameters thus recognized available; and

an electronic transaction recording means for recording the results of said recognition together with at least portions of the received speech signal.

19. Apparatus as in claim 18 which further comprises;

speaker verification apparatus coupled to receive a speech signal from a said telephone and to verify that said speech signal originates from a genuine said human transaction operator.

20. Apparatus as in claim 18 which further comprises:

a confirmatory output device coupled to said parameter output, to generate a confirmatory indication, recognizable by a said human transaction operator, of values of said parameters thus recognized.

21. Apparatus as in claim 20 which further comprises:

a confirmation input means for receiving, from said human transaction operator, a signal accepting or rejecting said confirmatory indication.

22. Apparatus as in claim 21 in which said confirmation input means is provided by said speech recognition device.

23. Apparatus as in claim 20 in which said confirmatory output device comprises:

a speech synthesizer arranged to generator, from said parameter output values, a corresponding synthetic speech signal reciting said values.

24. Apparatus as in claim 23 in which said speech synthesizer is coupled to said telephone to supply said synthetic speech signal to said human transaction operator via said telephone.

25. Apparatus as in claim 20 in which said confirmatory output device comprises a visual display.

26. A method of operating a transaction support apparatus for use by one or more transaction operators, the support apparatus comprising an electronic speech recognition device, said method comprising:

coupling the electronic speech recognition device to receive a speech signal including a confirmatory dialogue from a transaction operator to another party;

recognizing values of parameters of the transaction within the speech of the transaction operator utilizing said electronic speech recognizer; and

supplying data recording the results of said recognition in electronic form from said electronic speech recognizing unit to an electronic transaction recording computer together with at least a portion of said received speech signal.

27. The method of claim 26 further comprising the step of:

operating an electronic speaker recognizer to recognize whether the speech corresponds to a predetermined human transaction operator.

28. The method of claim 26 further comprising the step of:

generating a confirmatory output indication, recognizable by a said human transaction operator, of values of said parameters thus recognized.

29. The method of claim 28 further comprising the step of:

accepting, from said human transaction operation, a signal accepting or rejecting said confirmatory indication.

30. The method of claim 29 in which the step of accepting comprises the step of:

operating the electronic speech recognition device to recognize confirmation or rejection.

31. The method of claim 29 in which:

said recognized parameter values are not passed on to said computer until a signal is accepted which indicates acceptance of said confirmatory indication.

32. The method of claim 28 in which said step of generating a confirmatory indication comprises:

operating an electronic speech synthesizer device to generate a corresponding synthetic speech signal.

33. The method of claim 32 in which said electronic speech synthesizer is coupled to said telephone to supply said synthetic speech signal via said telephone.

34. The method of claim 28 in which said step of generating a confirmatory output comprises:

generating a visual signal on a visual display unit.