System and method for storing and executing network queries used in interactive voice response systems

• US 6,389,398 B1
• Filed: 06/23/1999
• Issued: 05/14/2002
• Est. Priority Date: 06/23/1999
• Status: Expired due to Term

• Current Assignee: WSOU Investments, LLC (WSOU Holdings, LLC)
• Original Assignee: Lucent Technologies, Inc. (Nokia Corporation)
• Inventors: Cannon, Jr., Thomas Clavin, Lustgarten, Paul C.
• Primary Examiner(s): Korzuch, William
• Assistant Examiner(s): MCFADDEN, SUSAN IRIS
• Application Number:
  US09/338,890
• Time in Patent Office: 1,056 Days
• Field of Search: 704/275, 704/270, 379/88.14, 379/88.22, 379/90.1, 379/88.17, 379/67.1, 379/900, 379/908, 379/265.01, 379/265.02, 379/266.07, 379/265.09, 707/3, 707/103
• US Class Current: 704/275
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue

Abstract

An IVR system for an information network and method for storing and executing user queries stored on the network so that such queries do not have to be re-entered each time a user wants to access information from or execute a transaction on the network. The system can also be programmed to automatically execute the query at a predetermined time or times, and deliver information retrieved from the network and/or confirmation of the execution of a transaction on the network to the user in a format specified by the user.

Claims

1. An interactive voice response system for an information network, comprising:

a first server for storing and executing at least one query; and

,

a second server coupled to the first server for processing the at least one stored query,

wherein when the system executes the at least one stored query, a pause in the at least one stored query of a fixed duration is replaced with a variable-length pause, and an energy level of the stored query is monitored such that the next tone in the at least one stored query is transmitted when the energy level exceeds a predetermined value, thereby stabilizing the system against variations in response times resulting from the system being overloaded.

2. The system according to claim 1, wherein a telephone is used to store the at least one query on the first server.

3. The system according to claim 1, wherein a computer is used to store the at least one query on the first server.

4. The system according to claim 1, further comprising a speech processing system enabling the system to recognize and record human speech and enabling the first server to have interactive sessions with at least one user.

5. The system according to claim 4, wherein the speech processing system converts text to speech.

6. The system according to claim 4, wherein the speech processing system converts speech to text.

7. The system according to claim 4, wherein the at least one user creates the at least one query through an interactive voice response menu by entering a sequence of keystrokes on a telephone keypad.

8. The system according to claim 4, wherein the at least one user creates the at least one query through an interactive voice response menu by entering a sequence of keystrokes on a computer keypad.

9. The system according to claim 4, wherein the first server includes a session manager module for managing the set-up, termination, and data transmission of incoming and outgoing calls between the first server and the at least one user.

10. The system according to claim 4, wherein the results of the query are delivered to the at least one user as a facsimile transmission.

11. The system according to claim 4, wherein the results of the query are delivered to the at least one user as an e-mail message.

12. The system according to claim 1, wherein the at least one query is executed a predetermined number of times.

13. The system according to claim 1, wherein the first server includes an interactive voice response store module for storing and replaying the at least one query.

14. The system according to claim 1, wherein the at least one query is executed at a predetermined time.

15. The system according to claim 1, wherein the first server includes a dialog manager module implemented as a software module for composing and replaying the at least one query.

16. The system according to claim 1, wherein when the system executes the at least one stored query, the at least one stored query is replayed as it was originally stored on the first server.

17. The system according to claim 1, wherein when the system executes the at least one stored query, a combination of ASR and DTMF algorithms enable the system to transmit an appropriate response to the at least one stored query from a stored inventory of dial tone sequences and pauses.

18. An interactive voice response system for an information network, comprising:

a first server for storing and executing a query defined by a stored inventory of dial tone sequences and pauses to transmit an appropriate response to the stored inventory of the dial tone sequences and the pauses; and

a second server coupled to the first server for processing the stored query wherein the stored query is executed using a combination of automatic speech recognition and dual tone multiple frequency algorithms.

19. A method for storing and executing a query on an interactive voice response system for an information network, comprising the steps of:

storing the query on a first server, the query including a sequence of pauses and dial tones or spoken words;

programming information regarding when and how the stored query is executed;

executing the stored query;

transmitting, to a second server coupled to the first server, the stored query; and

,

retrieving, by the second server, the information to execute a transaction using the information in response to the stored query.