Adaptive voice recognition menu method and system
First Claim
1. A method for automated speech-enabled responses to information requests made through a telephone network, the method comprising:
- analyzing plural opening statements made by callers to classify the information request associated with each opening statement;
determining the frequency of requests for each information request classification;
identifying information request classifications having a predetermined frequency level; and
defining an opening menu to respond to caller information requests, the opening menu listing the identified information request classifications and a DTMF tone associated with each information request classification, each information request classification selectable by stating a voice utterance or inputting the associated DTMF tone.
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Accused Products
Abstract
A method and system for automated speech-enabled responses to caller requests for information prompts caller requests for information from a menu that lists options based upon the frequency of requests for information and for automated collection and updating of content based upon the feedback provided by customers. For instance, a task analyzer classifies information requested by caller opening statements with the classifications based on the task the caller intends to accomplish. For a menu that provides information on telephone services, classifications may include instructions on how to use a service, pre-purchase information, identification of the services that the caller subscribes to, the cost of services, post-purchase information and identification of the caller'"'"'s long distance carrier.
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Citations
21 Claims
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1. A method for automated speech-enabled responses to information requests made through a telephone network, the method comprising:
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analyzing plural opening statements made by callers to classify the information request associated with each opening statement;
determining the frequency of requests for each information request classification;
identifying information request classifications having a predetermined frequency level; and
defining an opening menu to respond to caller information requests, the opening menu listing the identified information request classifications and a DTMF tone associated with each information request classification, each information request classification selectable by stating a voice utterance or inputting the associated DTMF tone. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
analyzing subsequent caller requests for information to classify the subsequent information requests associated with one or more of the opening menu information request classifications;
determining the frequency of the subsequent information request classifications; and
defining a subsequent menu listing to respond to caller requests for information, the subsequent menu listing having the subsequent information request classifications and a DTMF tone associated with each subsequent information request classification.
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6. The system of claim 5 wherein the subsequent menu listing provides the subsequent information request classifications in order from most to least frequent.
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7. The system of claim 1 wherein the opening menu lists the identified information request classifications in order from most to least frequent.
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8. The system of claim 1 further comprising re-defining the menu to adjust for changes in frequency of information requests for a classification.
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9. The system of claim 1 wherein defining an opening menu comprises listing the information request classifications in the opening menu in an order based on information request frequency.
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10. A system for providing information to callers over a telephone, the system comprising:
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an interactive voice response unit operable to provide voice prompts to callers and to accept caller inputs as either voice utterances or DTMF tones;
a menu interfaced with the interactive voice response unit, the menu defining prompts to callers for information, the prompts based on information request frequency; and
a task analyzer interfaced with the interactive voice response unit and operable to classify caller opening statements by the information requested and to track information request frequency. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A menu for a voice recognition enabled interactive voice response unit for providing information to callers, the menu comprising:
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a voice greeting that describes the menu as responsive to both voice recognition and DTMF tone caller inputs;
an opening statement voice prompt that requests a caller statement identifying information requested by the caller; and
plural menu option voice prompts, each menu option voice prompt requesting a caller statement or a DTMF tone for the caller to receive information associated with the voice prompt;
wherein the plural menu option voice prompts list information determined by an analysis of the frequency of information requested by caller opening statements. - View Dependent Claims (18, 19, 20)
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21. A method for automated speech-enabled responses to information requests made through a telephone network, the method comprising:
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analyzing plural opening statements made by callers to classify the information request associated with each opening statement;
determining the frequency of requests for each information request classification;
monitoring a feedback frequency of receiving feedback from callers, wherein the feedback relates to speech-enabled response content;
automatically modifying the speech-enabled response content, based on the feedback frequency.
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Specification