Method and system for enhanced interactive playback of audio content to telephone callers

• US 6,775,358 B1
• Filed: 05/17/2001
• Issued: 08/10/2004
• Est. Priority Date: 05/17/2001
• Status: Active Grant

• Current Assignee: Oracle International Corporation (Oracle Corporation)
• Original Assignee: Oracle Cable, Inc. (Oracle Corporation)
• Inventors: Gragossian, Seda, Breitenbach, Stephen, Chase, James
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Chow, Ming
• Application Number:
  US09/860,057
• Time in Patent Office: 1,181 Days
• Field of Search: 379/88.18, 379/71, 379/72, 379/73, 379/76, 379/88.17, 379/88.01, 705/14, 704/270.1, 709/249, 709/318, 709/319, 709/227, 709/229, 455/414.1, 455/414.2, 455/414.3, 370/352
• US Class Current: 379/88.13
• CPC Class Codes: H04M 3/382 using authorisation codes or passwords
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

Responsive to an incoming telephone call, a session server consults pre-stored caller preferences to generate a source file of caller-specific audio content, then conducts an interactive playback session audibly presenting the content to the caller. Each call'"'"'s source file may include an internally stored history record documenting events that occur during playback, such as caller utterances, identity of audio content presented, voice prompts presented to the caller, errors, and time stamps of various playback events. In response to certain caller utterances or completion of the source file'"'"'s presentation, the session server may reference the history record for guidance in creating an appropriate follow-up source file containing appropriate supplementary audio content. Use may also be made of history records for purposes such as increasing the functionality of interactive user playback, providing billing records, aiding debugging, and preserving data that is useful for marketing purposes.

Claims

1. A method of rendering personalized audio content to telephone callers, comprising operations of:

assembling a universal database by gathering information content concerning predefined channels from content suppliers;

receiving customer content preferences specifying items comprising, for each customer, one or more desired channels; and

responsive to receiving an incoming call from a telephone caller, performing the following operations during the call;

retrieving the caller'"'"'s content preferences including the specified channels;

establishing a history record for the incoming call; and

conducting a playback session comprising operations of;

identifying content from the universal database that satisfied the retrieved content preferences;

retrieving the identified content from the database;

according to a predetermined order, audibly presenting the retrieved content to the caller via the caller'"'"'s telephone connection;

expanding the history record by appending data comprising;

identification of predetermined types of events occurring during the telephone call including instructions from the caller and audible presentation of information to the caller;

time stamps of events occurring during the call; and

analyzing the history record using a state language compiler programmed to analyze history records to determine a state of progress of audio playback represented thereby.

2. The method of claim 1, where:

the operation of conducting said playback session further comprises varying one or more aspects of said playback session by varying audible output transmitted to a customer'"'"'s telephone;

the operation of expanding the history record is conducted such that predetermined types of events occurring during the telephone call include at least one of the following;

which segments are played and which user inputs are received.

3. The method of claim 1, the operations further comprising:

noting any content presented to the caller during one or more previous playback sessions;

omitting the noted content from the playback session.

4. The method of claim 3, where:

the operations further comprise retrieving playback preferences of the caller including a preference for whether to skip already-played content;

the omitting of the noted content being selectively performed only if the user'"'"'s playback preferences indicate a preference to skip already-played content.

5. The method of claim 1, where the operations responsive to receiving an incoming telephone call further comprising consulting a history record for the caller'"'"'s previous incoming call to determine whether the previous call occurred within a prescribed time period, and if so, consulting the history record to identify content presented to the caller during the previous call and omitting said content from the playback session.

6. The method of claim 1, where the operations responsive to receiving an incoming telephone call further comprise consulting a history record for a caller'"'"'s previous incoming call to determine whether the previous call occurred within a prescribed time period, and if not, the operations of establishing a history record for the incoming call comprising initializing a new history record.

7. The method of claim 1, where the operation of conducting the playback session comprises:

identifying content from the universal database that satisfies the retrieved content preferences;

constructing at least one VoiceXML source file containing representations of the identified content;

executing the source file to retrieve the identified content from the database and audibly present the retrieved content to the caller via the caller'"'"'s telephone connection according to a predetermined order;

expanding the history record.

8. The method of claim 1, further comprising constructing a VoiceXML source file, wherein construction the VoiceXML source file further comprises preparing code executable to perform the operation of expanding the history record.

9. The method of claim 1, the operation of expanding the history record being conducted such that data appended to the history record comprises at least one of the following:

errors occurring during the playback session;

misrecognitions;

voice commands submitted by the caller;

keypad commands entered by the caller;

identity of content presented to the caller.

10. The method of claim 1, where:

the establishing of a history record for the incoming call comprises utilizing the content preferences to prepare a listing of specified channels and a channel presentation order;

the operation of conducting the playback session comprises;

identifying content from the universal database that satisfies the retrieved content preferences as to a first one of the channels;

constructing at least one VoiceXML source file containing a representation of identified content;

executing the source file to retrieve the identified content from the database and audibly present the retrieved content to the caller according to a predetermined order;

expanding the history record;

repeating the following operation for each un-presented channel;

referencing the history record to identify a next channel for presentation, identifying content from the universal database that satisfies the retrieved content preferences as to the next channel, and repeating the constructing, executing, and expanding operations for the next channel.

11. The method of claim 1, the operations further comprising:

consulting one or more history records to determine times of presenting retrieved content to one or more callers and preparing a representative play-time output report.

12. The method of claim 1, the operations further comprising:

employing one or more history records as input to determine a source of errors occurring in one or more playback sessions.

13. A signal-bearing medium tangibly embodying one or more programs of machine-readable instructions executable by one or more digital processing apparatuses to perform operations for rendering personalized audio content to telephone callers, the operations comprising:

assembling a universal database by gathering information content concerning predefined channels from content suppliers.

receiving customer content preferences specifying items comprising, for each customer, one or more desired channels; and

responsive to receiving an incoming call from a telephone caller, performing the following operations during the call;

retrieving the caller'"'"'s content preferences including the specified channels;

establishing a history record for the incoming call; and

conducting a playback session comprising operations of;

identifying content from the universal database that satisfies the retrieved content preferences;

retrieving the identified content from the database;

according to a predetermined order, audibly presenting the retrieved content to the caller via the caller'"'"'s telephone connection; and

expanding the history record by appending data comprising;

identification of predetermined types of events occurring during the telephone call including instructions from the caller and audible presentation of information to the caller;

time stamps of events occurring during the call; and

a state language compiler programmed to analyze history records to determine a state of progress of audio playback represented thereby.

14. An audio information delivery apparatus, comprising:

a content processor programmed to assemble a universal database by gathering information content concerning predefined channels from content suppliers;

an account server programmed to receive customer content preferences specifying items comprising, for each customer, one or more desired channels from a predefined list of channels; and

a session server, programmed to perform operations responsive to receiving an incoming call from a telephone caller, said operations comprising;

retrieving the caller'"'"'s content preferences including the specified channels;

establishing a history record for the incoming call; and

conducting a playback session comprising operations of;

identifying content from the universal database that satisfies the retrieved content preferences;

retrieving the identified content from the database;

issuing instructions for a voice engine to audibly present the retrieved content according to a predetermined order to the caller; and

providing direction for the voice engine to expand the history record by appending data comprising;

identification of predetermined types of events occurring during the telephone call including instructions from the caller and audible presentation of information to the caller;

time stamps of events occurring during the call; and

a state language compiler programmed to analyze history records to determine a state of progress of audio playback represented thereby.

15. The apparatus of claim 14, further comprising:

voice engine.

16. An audio information delivery apparatus, comprising:

content processor means for assembling a universal database by gathering information content concerning predefined channels from content suppliers;

account server means for receiving customer content preferences specifying items comprising, for each customer, one or more desired channels from a predefined list of channels; and

session server means responsive to receiving an incoming call from a telephone caller for;

retrieving the caller'"'"'s content preferences including the specified channels; and

establishing a history record for the incoming call; and

conducting a playback session comprising operations of;

identifying content from the universal database that satisfies the retrieved content preferences;

retrieving the identified content from the database;

issuing instructions for a voice engine to audibly present the retrieved content to the caller according to a predetermined order; and

providing direction for the voice engine to expand the history record by appending data comprising;

identification of predetermined types of events occurring during the telephone call including instructions from the caller and audible presentation of information to the caller;

time stamps of events occurring during the call; and

a state language compiler programmed to analyze history records to determine a state of progress of audio playback represented thereby.