Multi-modal callback

• US 7,233,655 B2
• Filed: 10/03/2002
• Issued: 06/19/2007
• Est. Priority Date: 10/03/2001
• Status: Expired due to Term

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC)
• Inventors: Gailey, Michael L., Portman, Eric A., Burgiss, Michael J.
• Primary Examiner(s): Tsang; Fan
• Assistant Examiner(s): ELAHEE, MD S
• Application Number:
  US10/263,501
• Publication Number:
  US 20030064716A1
• Time in Patent Office: 1,720 Days
• Field of Search: 455/414, 455/426.1, 379/88.12, 379/88.13, 379/52, 379/88.14, 379/210.01, 704/260, 709/206
• US Class Current: 379/210.01
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 15/30 Distributed recognition, e.g. in client-server systems, for mobile phones or network applications
• CPC Class Codes: H04L 65/762 at the source reformatting of additional data in video distribution servers H04N21/2355
• CPC Class Codes: H04M 2201/60 Medium conversion
• CPC Class Codes: H04M 2203/4509 Unified messaging with single point of access to voicemail and other mail or messaging systems unified messaging in packet switching networks H04L51/56
• CPC Class Codes: H04M 3/42195 Arrangements for calling back a calling subscriber when the wanted subscriber ceases to be busy H04M3/48
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components
• CPC Class Codes: H04M 3/5322 for recording text messages
• CPC Class Codes: H04W 4/02 Services making use of location information
• CPC Class Codes: H04W 4/029 Location-based management or tracking services
• CPC Class Codes: H04W 4/12 Messaging; Mailboxes; Announcements
• CPC Class Codes: H04W 4/16 Communication-related supplementary services, e.g. call-transfer or call-hold
• CPC Class Codes: H04W 4/18 Information format or content conversion, e.g. adaptation by the network of the transmitted or received information for the purpose of wireless delivery to users or terminals
• CPC Class Codes: H04W 88/184 Messaging devices, e.g. message centre

Abstract

A method and system for generating multi-modal callback messages for a user of a wireless terminal connected to an access network. A multi-modal response is generated in response to a request for information with a multi-modal callback server. The multi-modal response is transmitted to the wireless terminal using the access network. A text-based response is included in the multi-modal response that includes a means for allowing a predetermined portion of the multi-modal response to be read aloud to the user of the wireless terminal or another message may be read aloud to the user.

Claims

1. A method for providing multi-modal callback in a wireless communication system responsive to a request for information from a wireless terminal, the method comprising the steps of:

receiving said request for information at a multi-modal callback server;

generating a multi-modal response to said request for information with a response generation application, said multi-modal response comprising a voice-based response and a text response, each mode of response including a callback request indicator;

transmitting said multi-modal response including both the voice-based response and the text response to said wireless terminal;

receiving a callback request at said multi-modal callback server based on a selection of said callback request indicator with said wireless terminal;

generating a callback response based on said callback request with said multi-modal callback server; and

transmitting said callback response to said wireless terminal.

2. The method of claim 1, wherein said callback response is an automated voice-based response.

3. The method of claim 1, further comprising the step of transforming said callback response into a voice-based response with a text-to-voice application.

4. The method of claim 1, further comprising the step of disconnecting said wireless terminal from said multi-modal callback server after said multi-modal response is transmitted to said wireless terminal.

5. The method of claim 1, wherein said request for information is a voice-based request for information.

6. The method of claim 5, further comprising the step of identifying a plurality of words contained in said voice-based request for information using a voice recognition application.

7. The method of claim 6, further comprising the step of determining an intent associated with said identified words using a natural language processing application.

8. The method of claim 1, further comprising the step of determining a geographic location of said wireless terminal, wherein said multi-modal response is based at least in part on said geographic location of said wireless terminal.

9. A method of providing multi-modal callback in a wireless communication system responsive to a request for information from a wireless terminal, the method comprising the steps of:

receiving said request for information at a multi-modal callback server;

generating a multi-modal response to said request for information wit a response generation application, wherein said multi-modal response includes a voice-based response and a text response having an interaction menu including a callback request item;

transmitting said multi-modal response including bath the voice-based response and the text response to said wireless terminal;

disconnecting said wireless terminal from said multi-modal callback server;

receiving a callback request at said multi-modal callback server based on a selection of said callback request item;

generating a callback response to said callback request; and

transmitting said callback response to said wireless terminal.

10. The method of claim 9, wherein said multi-modal response further includes a response that may be selected from a group of responses consisting of a voice-mail response, an email response or a fax response.

11. The method of claim 9, wherein said request for information is a voice-based request for information.

12. The method of claim 11, further comprising the step of identifying a plurality of words contained in said voice-based request for information with a voice recognition application.

13. The method of claim 12, further comprising the step of determining an intent associated with said words with a natural language processing application.

14. The method of claim 9, further comprising the step of determining a geographic location of said wireless terminal, wherein said multi-modal response is based at least in part on said geographic location of said wireless terminal.

15. The method of claim 9, wherein said callback response is a voice-based response.

16. The method of claim 9, further comprising the step of generating said callback response with a voice-to-text application.

17. A multi-modal callback system for connection to a wireless terminal through an access network, comprising:

a multi-modal callback server connected to said access network, the server being operable to receive a request for information from. Said wireless terminal;

a response generation application located on said multi-modal callback server operable to generate a multi-modal response to said request for information that is sent to said wireless terminal, and

wherein said multi-modal response includes both a voice-based response and a text response, and wherein each of said voice-based response and said text response include a callback request indicator.

18. The multi-modal callback system of claim 17, wherein said callback request indicator included with said text response includes an interaction menu selection item generated on a display of said wireless terminal.

19. The multi-modal callback system of claim 17, wherein said callback request indicator includes means responsive to a selection of a predetermined keypad key of said wireless terminal.

20. The multi-modal callback system of claim 17, wherein said callback request indicator includes means responsive to a voice-based command generated by a user of said wireless terminal.

21. The multi-modal callback system of claim 17, further comprising a geographic location application operable to determine a geographic location of said wireless terminal, wherein said multi-modal response is a function of the geographic location of the wireless terminal.

22. The multi-modal callback system of claim 17, wherein said request for information is a voice-based request for information.

23. The multi-modal callback system of claim 22, further comprising a voice recognition application operable to identify a plurality of words contained in said voice-based request for information.

24. The multi-modal callback system of claim 23, further comprising a natural language processing application operable to determine an intent associated with said words.

25. The multi-modal callback system of claim 17, wherein said callback request indicator included with said text response includes a request selectable by a user of said wireless device to have said text response read aloud by said multi-modal callback server to said user of said wireless terminal.

26. A method of generating multi-modal messages for a user of a wireless terminal connected to an access network, comprising the steps of:

generating a multi-modal response to a request for information from said wireless terminal, said multi-modal response comprising both a voice-based response and a text response that each include a callback request indicator;

transmitting said multi-modal response to said wireless terminal;

terminating a connection with said wireless terminal;

reestablishing said connection in response to receipt of a selection request generated in accordance with said callback request indicator, said callback request indicator selectable with said wireless terminal; and

transmitting a message to said wireless terminal in response to said selection request, said message based on said previously transmitted multi-modal response.

27. The method of claim 26, wherein said callback request indicator includes a link that maybe selected by a pointing device of said wireless terminal.

28. The method of claim 26, further comprising the step of determining a geographic location of said wireless terminal, wherein said multi-modal response is a function of the geographic location of the wireless terminal.

29. The method of claim 26, wherein said predetermined portion of said text response that is read aloud to said user is based on a user preference.

30. The method of claim 26 , wherein said callback request indicator included with said text response includes a request selectable by a user of said wireless device to allow a predetermined portion of said multi-modal response to be read aloud to said user of said wireless terminal.

31. The method of claim 26, wherein said callback request indicator included with said text response includes an interaction menu selection item generated on a display of said wireless terminal.

32. The method of claim 26, wherein reestablishing said connection comprises the initial step of generating said selection request based on selection of a keypad key of said wireless terminal that is designated with said multi-modal response.

33. The method of claim 26, wherein reestablishing said connection comprises the initial step of generating said selection request based on a voice-based command generated by a user of said wireless terminal based on identification of said voice-based command with said multi-modal response.