Voice-activated interactive multimedia information processing system

• US 7,177,402 B2
• Filed: 03/01/2001
• Issued: 02/13/2007
• Est. Priority Date: 03/01/2001
• Status: Expired due to Term

• Current Assignee: Applied Voice & Speech Technologies Incorporated (Open Text Corporation)
• Original Assignee: Applied Voice & Speech Technologies Incorporated (Open Text Corporation)
• Inventors: Metcalf, Michael D.
• Primary Examiner(s): Gauthier; Gerald
• Application Number:
  US09/796,946
• Publication Number:
  US 20020122541A1
• Time in Patent Office: 2,175 Days
• Field of Search: 379/88.01, 379/88.02, 379/88.03, 379/88.18, 379/88.19, 379/100.13, 358/402, 455/563, 704/239, 704/270
• US Class Current: 379/88.03
• CPC Class Codes: H04L 12/2856 Access arrangements, e.g. Internet access asynchronous transfer mode networks H04L12/5601; broadband local area networks H04L12/2801; optical access or distribution networks H04Q11/0067; access to open networks H04L12/5691; digital subscriber line end-user equipment and bit-level processing of data on a PSTN-based network H04M11/00; home network gateways H04L12/2834; wireless access networks H04W
• CPC Class Codes: H04M 1/64 Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations centralised dictation systems H04M11/10
• 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 3/42204 Arrangements at the exchange for service or number selection by voice at the terminal H04M1/27
• 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 3/527 Centralised call answering arrangements not requiring operator intervention
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components

Abstract

Embodiments of the invention are directed to automated reception systems that may receive voice information indicating action to be taken by the system. The automated reception system may receive a call and transmit a speech message to the caller identifying actions that the caller may ask the system to take. The caller may verbally select an action for the system to execute. Possible actions may depend upon the system context and information about possible actions may be provided to the caller through dynamically generated messages. The caller may also access voicemail or electronic mail messages using embodiments of the invention. Furthermore, in some embodiments, a caller may be able to control a separate communication session using voice or other commands input during a telephone session.

Claims

1. An automated reception system for processing a telephone communication session originating with a caller, said system having a plurality of subscribers, said system comprising:

a telephony interface;

a computer readable medium encoded with profile information related to said plurality of subscribers;

a voice data input configured to receive word voice data from the caller;

logic adapted to compare said word voice data of a name to names within said profile information related to said plurality of subscribers;

logic adapted to identify a target subscriber based upon said word voice data of the name of the target subscriber;

fax logic capable of receiving a fax sent to said target subscriber; and

logic adapted to translate information in the received fax into text and read the text to the caller.

2. The system according to claim 1, wherein said logic adapted to translate is capable of translating content information in the received fax and reading the content information to the caller.

3. The system according to claim 2, wherein said fax logic is capable of identifying sender-related information in the received fax, and said logic adapted to translate is capable of reading the sender-related information to the caller.

4. The system according to claim 1, further including:

a display device configured to display a graphical user interface, said graphical user interface including a graphical representation of said profile information for one of said plurality of subscribers; and

an input device for receiving from a user data for changing said profile information related to said one of said plurality of subscribers.

5. The system according to claim 4, wherein said user is one of a subscriber and a system administrator.

6. The system according to claim 1, further including a computer readable medium encoded with audio information.

7. The system according to claim 1, further comprising logic adapted to encapsulate audio information provided by said caller in a MIME format message, and an interface to a communication network, said interface configured to transmit said MIME format message over said communication network through said interface.

8. The system according to claim 7, wherein said communication network is one of an intranet and the Internet.

9. The system according to claim 1, further comprising logic adapted to generate a message prompt using said profile information related to said target subscriber.

10. The system according to claim 9, said message prompt including information related to said fax and a command that said caller may enter to cause said logic adapted to translate to read the text to said caller.

11. The system according to claim 1, further including logic adapted to sense interrupt input from said caller and to return said system to a home state upon sensing said interrupt input.

12. The system according to claim 1, wherein:

said caller is one of said plurality of subscribers,

said profile information for said caller includes a password,

said caller submits a password submission;

the system further comprising logic capable of comparing said password submission against said password and logic capable of limiting the access of said caller to the system if said password submission does not match said password.

13. An automated reception system for processing a telephone communication session originating with a caller, said system having a plurality of subscribers, said system comprising:

a telephony interface;

a computer readable medium encoded with profile information related to said plurality of subscribers;

a voice data input configured to receive word voice data from the caller;

logic adapted to compare said word voice data of a name to names within said profile information related to said plurality of subscribers;

logic adapted to identify a target subscriber that the caller is seeking to call based upon said word voice data of the name of the target subscriber that the caller is seeking to call;

fax logic capable of receiving a fax sent to said target subscriber; and

logic adapted to translate information in the received fax into text and read the text to the caller;

wherein;

said fax logic is capable of

identifying time of receipt of the fax, size of the fax, and sender-related information in the received fax; and

said logic adapted to translate is capable of

translating content information in the received fax, reading the content information to the caller, reading the sender-related information to the caller, and reading time of receipt and size of the received fax to said caller.

14. An automated reception system for processing a telephone communication session originating with a caller, said system having a plurality of subscribers, said system comprising:

a telephony interface;

a computer readable medium encoded with profile information related to said plurality of subscribers;

a voice data input configured to receive word voice data from the caller;

logic adapted to compare said word voice data of a name to names within said profile information related to said plurality of subscribers;

logic adapted to identify a target subscriber that the caller is seeking to call based upon said word voice data of the name of the target subscriber, wherein said profile information related to said target subscriber includes a first telephone number at which said target subscriber may be reached, the first telephone number being provided by said target subscriber; and

logic adapted to place a call to connect the caller to said target subscriber at said first telephone number.

15. The system according to claim 14, said profile information related to said target subscriber further including a second telephone number at which said target subscriber may be reached, the second telephone number being provided by said target subscriber;

the system further including logic adapted to determine whether said call to said target subscriber at said first telephone number has been answered, and logic adapted to place a call to connect the caller to said target subscriber at said second telephone number if said call to said target subscriber at said first telephone number has not been answered.

16. The system according to claim 14, further including logic adapted to determine whether said call to said target subscriber at said first telephone number has been answered.

17. An automated reception system for processing a telephone communication session originating with a caller, said system having a plurality of subscribers, said system comprising:

a telephony interface;

a computer readable medium encoded with profile information related to said plurality of subscribers;

a voice data input configured to receive word voice data from the caller;

logic adapted to compare said word voice data of a name to names within said profile information related to said plurality of subscribers;

logic adapted to identify a target subscriber that the caller is seeking to call based upon said word voice data of the name of the target subscriber that the caller is seeking to call;

fax logic capable of receiving a fax sent to said target subscriber;

logic adapted to translate information in the received fax into text and read the text to the caller;

a display device configured to display a graphical user interface, said graphical user interface including a graphical representation of said profile information for one of said plurality of subscribers, said graphical user interface including a Web page containing said profile information for one of said plurality of subscribers;

an input device for receiving from a user data for changing said profile information related to said one of said plurality of subscribers;

a computer readable medium encoded with said profile information for said one of said plurality of subscribers; and

a processor configured to host said Web page and to alter said profile information encoded on said computer readable medium based upon information received from said user.

18. An automated reception system for processing a telephone communication session originating with a caller, said system having a plurality of subscribers, said system comprising:

a telephony interface;

a computer readable medium encoded with profile information related to said plurality of subscribers;

a voice data input configured to receive word voice data from the caller;

logic adapted to compare said word voice data of a name to names within said profile information related to said plurality of subscribers;

logic adapted to identify a target subscriber from the plurality of subscribers based upon said word voice data of the name of the target subscriber, wherein said profile information for said target subscriber includes information related to an electronic mail account associated with said target subscriber;

a fax logic capable of receiving a fax sent to said target subscriber;

logic adapted to recognize a voice command from the caller requesting the system to transmit the fax by electronic mail;

logic adapted to encapsulate the fax for transmission by electronic mail in response to receiving the voice command; and

logic adapted to access said electronic mail account based upon said profile information for said target subscriber and transmit the encapsulated fax via electronic mail.

19. The system according to claim 18, said information related to an electronic mail account including a location of said electronic mail account.

20. A method of controlling a computer communication session between a host computer and a browser application at a remote computing device, the communication session being conducted over the Internet, said method comprising:

establishing a telephone communication session associated with said computer communication session, the telephone communication session connecting a user at the remote computing device and the host computer;

receiving voice commands from said user in the course of the telephone communication session;

translating the received voice commands into a form useable by said host computer; and

executing, by the remote host, said translated voice commands to affect information displayed by the browser application.

21. The method of claim 20, further including synchronizing said telephone communication session with said computer communication session.

22. The method of claim 20, further comprising transmitting a telephone number uniquely associated with the computer communication session to the user, wherein the step of establishing comprises the user calling the telephone number.

23. An automated reception system for processing a telephone communication session originating with a caller, said system having a plurality of subscribers, said system comprising:

a telephony interface;

a computer readable medium encoded with profile information related to said plurality of subscribers;

a voice data input configured to receive word voice data from the caller;

logic adapted to compare said word voice data of a name to names within said profile information related to said plurality of subscribers;

logic adapted to identify a target subscriber from said plurality of subscribers based upon said word voice data of the name of the target subscriber;

fax logic capable of receiving a fax sent to said target subscriber; and

logic adapted to translate information in the received fax into text and read the text to the caller;

wherein;

said fax logic is capable of

identifying time of receipt of the received fax, size of the received fax, and sender-related information in the received fax; and

said logic adapted to translate is capable of

translating content information in the received fax; and

reading to the caller the content information, the sender-related information, the time of receipt, and the size of the received fax.

24. An automated reception system for processing a telephone communication session originating with a caller, said system having a plurality of subscribers, said system comprising:

a telephony interface;

a computer readable medium encoded with profile information related to said plurality of subscribers;

a voice data input configured to receive word voice data from the caller;

logic adapted to compare said word voice data of a name to names within said profile information related to said plurality of subscribers;

logic adapted to identify a target subscriber from the plurality of subscribers based upon said word voice data of the name of the target subscriber;

fax logic capable of receiving a fax sent to said target subscriber;

logic adapted to translate information in the received fax into text and read the text to the caller;

a display device configured to display a graphical user interface, said graphical user interface including a graphical representation of said profile information for one of said plurality of subscribers, said graphical user interface including a Web page containing said profile information for one of said plurality of subscribers;

an input device for receiving from a user data for changing said profile information related to said one of said plurality of subscribers; and

a processor configured to host said Web page and to alter said profile information encoded on said computer readable medium based upon information received from said user.