System and method to graphically facilitate speech enabled user interfaces

• US 7,331,036 B1
• Filed: 05/02/2003
• Issued: 02/12/2008
• Est. Priority Date: 05/02/2003
• Status: Active Grant

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Hambleton, Myra, Galles, Charles, Fuentes, John
• Primary Examiner(s): Zhen; Wei
• Assistant Examiner(s): CHOW, CHIH CHING
• Application Number:
  US10/428,723
• Time in Patent Office: 1,747 Days
• Field of Search: 717/105, 715/763, 704/270, 379/88.01
• US Class Current: 717/105
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 2015/228 of application context
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• 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

Abstract

A graphical development environment for developing the program flow of an application, The environment is controlled by a plurality of icons, some of which are detailed sub-routines used to control the proper returns in systems in which speech recognition is utilized. In one embodiment, a loop construct is used with branches arranged by the sub-routine icons to ensure that a proper return is achieved based upon an expected grammar for that branch.

Claims

1. A graphical tool for use in interactive response systems, said tool operable for displaying to a call flow designer the logical operation of an application;

said graphical tool including executable code residing in computer memory, said tool comprising;

means for transmitting prompts to a talking user, said prompts including instructions for verbalizing a response in at least one word chosen by the talking user;

means for receiving from said talking user answers to said prompts, said answers including at least one word spoken by said talking user;

means for returning to an application matches between what a talking user has responded and a preestablished grammar; and

means, including the placement of icons, for establishing and displaying a call flow routine having multiple slot returns, said slot returns controlling the interaction of said transmitting, receiving, and returning means; and

means, including the placement of icons, for establishing and displaying a call flow sub-routine for controlling the proper operation of said call flow routine, including the satisfaction of each slot return as established by said call flow routine icons and said call flow sub-routine icons, of said transmitting, receiving and returning means.

2. The tool of claim 1 further including:

means for fulfilling a talking user'"'"'s request based upon said returning means; and

wherein said fulfilling means is part of the call flow established and displayed by said icon placement means.

3. The tool of claim 1 wherein said sub-routine icons are arranged in each of said slot returns and wherein said call flow is arranged in a loop configuration, said loop configuration including;

means for preventing a next step from occurring until all of said slot returns have been satisfied.

4. The tool of claim 3 wherein said preventing means includes means for controlling an interactive exchange between said talking user and said application.

5. The tool of claim 4 wherein said interactive exchange includes bidirectional voice prompts.

6. A method for controlling IVR call flows;

said method comprising;

establishing a plurality of grammars, each grammar having contained therein expected responses to a given question;

using icon controlled preestablished routines for establishing, for a given compound question, which grammars are to be used for each answered portion of such compound question, each said compound question including multiple slot returns with icon-controlled sub-routines; and

ensuring that said call flow does not progress until all portions of said compound question are properly answered using the appropriate grammar.

7. The method of claim 6 further including:

when an improper grammar has been used, repeating at least a portion of said compound question, said repeating being set up under said icon controlled preestablished routines.

8. The method of claim 7 wherein said repeating includes changing one or more parameters of said question.

9. The method of claim 8 wherein said parameters are at least one from the list of:

establishing a time-out, changing a question, changing a language, providing additional information.

10. The method of claim 6 further including:

when no response has been detected, taking measures to elicit a proper response, said measures being set up under said icon controlled preestablished routines.

11. The method of claim 10 further including at least one from the list of:

establishing a time-out period, changing a question, changing a language, providing additional information.

12. The method of claim 6 further including modifying said grammars under certain conditions, said modifying controlled by said icon preestablished routines.

13. The method of claim 6 further including:

modifying said grammars under certain conditions, said modifying controlled by said icon preestablished routines.

14. A graphically controlled IVR system, said system comprising:

a system for establishing a call flow having multiple slots for receiving verbal responses to a compound question, each slot associated with a grammar appropriate for an expected response, said call flow established by a plurality of icons, said multiple slots using icon-controlled sub-routines;

circuitry for directing each such verbal response to a grammar for interpretation in accordance with an expected grammar for said response;

circuitry for receiving in an appropriate slot, interpretations from said grammar when a verbal response is proper; and

circuitry for moving forward with said call flow when all slots have received indications of proper responses.

15. The method of claim 14 wherein said call flow includes:

circuitry for modifying certain of said grammars so as to increase the probability of correct interpretation.

16. The method of claim 14 further including:

circuitry for receiving from said grammar solicited attributes pertaining to each said grammar interpretation.

17. The method of claim 14 wherein said call flow system is controlled by a series of icon representations of preexisting code.

18. A method for establishing call flow, said method comprising:

creating a call flow on a complete screen by selectively moving icons into a call flow routine, each icon representing the code for controlling a portion of a routine;

said call flow comprising;

a plurality of slots, each slot corresponding to an expected answer to a portion of a compound question and each slot controlled by one of said icons; and

at least one icon for allowing the call flow to progress to a next stage only when said slots have been properly answered, said progression affected by answers to said compound questions.

19. The method of claim 18 further comprising:

at least one icon for handling no-match conditions.

20. The method of claim 18 further comprising:

at least one icon for controlling parameters within said no-match condition.

21. The method of claim 18 further comprising:

at least one icon for handling no-answer conditions.

22. The method of claim 21 further comprising:

at least one icon for controlling parameters within said no answer condition.

23. The method of claim 18 wherein said progress allowing includes:

at least one icon for handling validation when said slots have been properly answered.

24. The method of claim 18 wherein said call flow answers are verbal and handled by grammars supporting for each such verbal answer said grammars selected by one or more of said icons.

25. The method of claim 24 wherein at least one of said icons operates to vary parameters of said grammar.

26. A call flow routine including executable code residing in computer memory, said call flow routine for use in interactive response systems, comprising:

a directed call flow routine established by one or more icons, each icon representing a leg of said call flow, and an icon for establishing a routine to ensure that each of said legs of said directed call flow is necessarily populated in order to complete said directed call flow routine, said call flow including at least one multiple slot return using icon-controlled sub-routines.

27. The call flow routine of claim 26 further comprising:

an icon for establishing a leg of said call flow for processing non-detected responses according to individually controllable parameters.

28. The call flow routine of claim 26 further comprising:

an icon for establishing a leg of said call flow for processing no-match responses according to individually controllable parameters.