Management of speech technology modules in an interactive voice response system

• US 7,082,392 B1
• Filed: 08/17/2000
• Issued: 07/25/2006
• Est. Priority Date: 02/22/2000
• Status: Expired due to Term

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: International Business Machines Corporation
• Inventors: Renshaw, David Seager, Butler, Nicholas David
• Primary Examiner(s): Lerner, Martin
• Application Number:
  US09/641,449
• Time in Patent Office: 2,168 Days
• Field of Search: 704/251, 704/255, 704/257, 704/270, 704/270.1, 704/275, 704/277, 704/258, 704/260, 704/235, 379/88.01, 379/88.03, 379/88.04, 379/88.05, 379/88.06
• US Class Current: 704/233
• CPC Class Codes: G10L 15/183 using context dependencies, e.g. language models
• CPC Class Codes: G10L 2015/228 of application context
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/2061 Language aspects
• 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
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00

Abstract

This invention relates to the management, in an interactive voice response system, of a plurality of speech technology modules. In particular it relates to an apparatus and a method for dynamically determining which of a plurality of speech technology modules to use during voice interaction between the system and a user. In prior art IVR systems each speech technology module is configured for a specific application or task. Most speech technology modules have different lexicons for the range of functions but it is the full lexicon which can determine an engine'"'"'s suitability for a language. For instance, one type of speech recognition engine is preferred for certain languages whereas IBM ViaVoice is a good general all rounder. Choosing one speech recognition module according to application or function alone is not entirely satisfactory and there is a need for improvement. The present solution is to select, for each interaction, one of the speech technology modules from the plurality of the modules to be used by the application according to the environment property of the interaction.

Claims

1. An interactive voice response (IVR) system having:

a plurality of speech technology software modules, at least one of the modules comprising a speech recognition engine comprising a plurality of different language models, each different language model corresponding to a different type of voice channel for recognizing speech input from a user, at least one other of the modules comprising a text-to-speech engine for generating speech output for a user, and at least one other of the modules comprising a tone-recognition module for recognizing a plurality of pre-selected tones;

a voice application defining a plurality of interactions between a caller and the speech technology modules, each interaction having a task property and an interaction environment property; and

a speech technology selection module for selecting, for each interaction, one of the speech technology modules from the plurality of the modules to be used by the application according to the environment property of the interaction;

wherein the environment property comprises a call-type identifier that indicates when a call is a landline type call, a mobile type call, and an IP telephony type call, and wherein one of one of the plurality of different language models is used by the speech recognition engine depending on the call-type identifier.

2. An IVR as in claim 1 further comprising:

a plurality of parameter sets associated with each speech technology module;

a parameter selection module for selecting one of the parameters sets for use with the selected speech technology module according to the environment property of the interaction and the task property of the environment.

3. An IVR as in claim 1 wherein the environment property comprises a language identifier.

4. An IVR as in claim 1 wherein the environment property comprises a regional identifier.

5. An IVR as in claim 1 wherein the application defies the application environment property and wherein the environment property of an interaction takes priority.