System, method and computer program product for transferring unregistered callers to a registration process

• US 7,283,963 B1
• Filed: 11/08/2005
• Issued: 10/16/2007
• Est. Priority Date: 03/09/2001
• Status: Expired due to Term

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: Bevocal Incorporated (Microsoft Corporation)
• Inventors: Fitzpatrick, John E., Smith, Monica E.
• Primary Examiner(s): MCFADDEN, SUSAN IRIS
• Application Number:
  US11/270,712
• Time in Patent Office: 707 Days
• Field of Search: 704/270.1, 379/88.1
• US Class Current: 704/270.1
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence

Abstract

A system, method and computer program product are provided for handling unregistered callers in a voice recognition framework. Initially, it is determined whether a user is registered. If it is determined that the user is not registered, a registration process is executed. Once registered, utterances may be received from the user and recognized for the purpose of providing a service to the user.

Claims

1. A method for handling unregistered callers in a voice recognition framework, comprising:

determining whether a user is registered;

executing a registration process if it is determined that the user is not registered; and

receiving and recognizing utterances representative of information from the user during the registration process, wherein the receiving is carried out utilizing an input device;

wherein the information includes billing information;

wherein the billing information is selected from the group consisting of a billing address and credit card data, where the billing address includes a city in which the user resides;

wherein the information further includes at least one phone number of the user;

wherein the determining whether a user is registered includes gathering information relating to the user from a first database and comparing the information against a second database of registered users;

wherein directions are given to the user explaining the registration process and another process by which the user exits the registration process such that the user is capable of exiting the registration process at any time during the registration process upon receipt and detection of a predefined keyword uttered by the user;

wherein the executing the registration process includes establishing a unique user account number for the user where the unique user account number is utilized for storing the information, and establishing a personal identification number for the user where the personal identification number is utilized for security purposes;

wherein the registration process includes returning the user to a main menu after the registration process is complete or upon receipt and detection of the keyword;

wherein the handling unregistered callers is managed by a platform including a presentation layer, an application logic layer, an information access services layer, and a telecom infrastructure;

wherein the application logic layer includes a set of reusable application components and a software engine for the execution thereof, the application logic layer further including an application server, and a VoiceXML interpreter, the application server adapted for hosting logic of applications providing services, and the VoiceXML interpreter adapted for executing VoiceXML applications;

wherein the presentation layer provides for communication with the user and includes a telephony server, a speech recognition server, and a text-to-speech server, the telephony server adapted for providing an interface for receiving voice streams from the user, the speech recognition server adapted for providing speech recognition of the voice streams provided by the telephony server, and the text-to-speech server adapted for transforming text input into audio output that is streamed through the telephony server to the user.

2. The method as recited in claim 1, wherein the information includes a gender of the user.

3. The method as recited in claim 1, wherein the information includes preferences.

4. The method as recited in claim 3, wherein the preferences are selected from the group consisting of personalization information, data relating to a stock portfolio of the user, and sports of interest to the user.

5. The method as recited in claim 3, wherein the preferences include personalization information, data relating to a stock portfolio of the user, and sports of interest to the user.

6. The method as recited in claim 1, wherein the information is entered by the user utilizing a computer coupled to a network.

7. The method as recited in claim 6, wherein the network includes the Internet.

8. The method as recited in claim 1, wherein the information is entered verbally utilizing a telephone by way of an attendant.

9. The method as recited in claim 1, wherein the information is used when providing the services.

10. The method as recited in claim 1, and further comprising presenting promotion information to the user during the registration process.

11. The method as recited in claim 1, wherein the executing the registration process includes receiving an account number that identifies a telecommunication carrier from which the user was transferred to the registration process.

12. The method as recited in claim 1, wherein the services are selected by the user and are chosen from the group consisting of a business finder service, a driving directions service, a flight information service, a traffic updates service, a weather service, a news service, a sports information service, a stock quote service and an infotainment service.

13. The method as recited in claim 1, wherein the information access services layer includes a content service, the content service adapted to manage the first database and the second database and to send alarms based on alarm conditions.

14. The method as recited in claim 1, wherein the information access services layer provides access to modular value-added services and includes at least one of a user profile service, a billing service, and a portal management service, the user profile service adapted to provide user information upon an authenticated request, the billing service adapted to capture and process billable events associated with the user, and the portal management service adapted to maintain the information on a voice portal associated with the user, where the voice portal is capable of being configured by the user to administer the applications providing the services that are selected by the user.

15. A computer program product embodied on a computer readable medium for handling unregistered callers in a voice recognition framework, comprising:

computer code for determining whether a user is registered;

computer code for executing a registration process if it is determined that the user is not registered; and

computer code for receiving and recognizing utterances representative of information from the user during the registration process;

wherein the information includes billing information;

wherein the billing information is selected from the group consisting of a billing address and credit card data;

wherein the information further includes at least one phone number of the user;

wherein the determining whether a user is registered includes gathering information relating to the user from a first database and comparing the information against a second database of registered users;

wherein directions are given to the user explaining the registration process;

wherein the executing the registration process includes establishing a user account number for the user where the user account number is utilized in association with storing the information, and establishing a personal identification number for the user where the personal identification number is utilized for security purposes;

wherein the handling unregistered callers is managed by a platform including a presentation layer, an application logic layer, an information access services layer, and a telecom infrastructure;

wherein the application logic layer includes a set of reusable application components and a software engine for the execution thereof, the application logic layer further including an application component, and a VoiceXML interpreter, the application component adapted for hosting logic of applications providing services, and the VoiceXML interpreter adapted for executing VoiceXML applications;

wherein the presentation layer provides for communication with the user and includes a telephony component, a speech recognition component, and a text-to-speech component, the telephony component adapted for providing an interface for receiving voice streams from the user, the speech recognition component adapted for providing speech recognition of the voice streams provided by the telephony component, and the text-to-speech component adapted for transforming text input into audio output that is streamed through the telephony component to the user.

16. A system including a computer program product embodied on a computer readable medium for handling unregistered callers in a voice recognition framework, comprising:

a processor for executing a registration process if it is determined that a user is not registered; and

an input device coupled to the processor for receiving utterances from the user;

wherein the information includes billing information;

wherein the billing information is selected from the group consisting of a billing address and credit card data, where the billing address includes a city in which the user resides;

wherein the information further includes at least one phone number of the user;

wherein the determining whether a user is registered includes gathering information relating to the user from a first database and comparing the information against a second database of registered users;

wherein directions are given to the user explaining the registration process and another process by which the user exits the registration process such that the user is capable of exiting the registration process at any time during the registration process upon receipt and detection of a predefined keyword uttered by the user;

wherein the executing the registration process includes establishing a unique user account number for the user where the unique user account number is utilized for storing the information, and establishing a personal identification number for the user where the personal identification number is utilized for security purposes;

wherein the registration process includes returning the user to a main menu after the registration process is complete or upon receipt and detection of the keyword;

wherein the handling unregistered callers is managed by a platform including a presentation layer, an application logic layer, an information access services layer, and a telecom infrastructure;

wherein the application logic layer includes a set of reusable application components and a software engine for the execution thereof, the application logic layer further including an application server, and a VoiceXML interpreter, the application server adapted for hosting logic of applications providing services, and the VoiceXML interpreter adapted for executing VoiceXML applications;

wherein the presentation layer provides for communication with the user and includes a telephony server, a speech recognition server, and a text-to-speech server, the telephony server adapted for providing an interface for receiving voice streams from the user, the speech recognition server adapted for providing speech recognition of the voice streams provided by the telephony server, and the text-to-speech server adapted for transforming text input into audio output that is streamed through the telephony server to the user.

17. The method as recited in claim 16, wherein the information relating to the user is gathered via call description records.