System and method for call answer determination for automated calling systems

• US 7,386,101 B2
• Filed: 04/08/2003
• Issued: 06/10/2008
• Est. Priority Date: 04/08/2003
• Status: Active Grant

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Pugliese, Jeff
• Primary Examiner(s): Anwah; Olisa
• Application Number:
  US10/409,663
• Publication Number:
  US 20040202293A1
• Time in Patent Office: 1,890 Days
• Field of Search: 379/88.01, 379/88.16, 379/69, 379/67.1, 379/92.03, 379/88.23, 379/88.19, 379/231, 379/88.18, 704/270, 704/251, 704/88.19, 704/231
• US Class Current: 379/69
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: H04L 12/2854 Wide area networks, e.g. public data networks
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2203/2066 Call type detection of indication, e.g. voice or fax, mobile of fixed, PSTN or IP
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26
• CPC Class Codes: H04M 3/53366 Message disposing or creating aspects
• CPC Class Codes: H04M 3/53383 Message registering commands or announcements; Greetings

Abstract

There is disclosed an automatic calling system which analyzes the contents of detected voice on a called line and controls the operation of the calling system dependent upon the analyzed context. In one embodiment, the content is analyzed based on typically expected grammars, at least some of which may be unique to the called party. In another embodiment, upon answer detection, the called party is probed, for example by playing one or more messages, and action is taken dependent upon analyzed responses from the called line.

Claims

1. An automatic calling system comprising:

means for using voice recognition for analyzing the contents of detected voice response on a called line, and wherein said analyzing means comprises at least one grammar updated based on captured samples;

means for controlling the operation of said automatic calling system dependent upon said content analyzing;

means for sending a message to a called line having detected voice thereon concurrently with using said voice recognition for analyzing said detected voice contents; and

means for adjusting said grammars depending upon the nature of said response including the lack of any response.

2. The system of claim 1 wherein said analyzing means includes:

means for probing said called line to elicit further information for voice recognition analyzation.

3. The system of claim 2 wherein said means for probing is designed to elicit specific recognizable responses if said voice is originating in real-time from a person answering said called line.

4. The system of claim 2 wherein said means for probing includes:

an identification of at least one person associated with said called line.

5. The system of claim 1 wherein said controlling means includes:

means for leaving at least one message, said message timed for delivery dependant upon said analyzation.

6. The system of claim 1 wherein said analyzing means includes at least one grammar preconditioned to a particular type of possible answer device associated with said called line.

7. The system of claim 6 wherein said grammar includes phrases for identifying call directors used as initial answer devices.

8. The system of claim 7 further including:

means for further probing said called line if a call director is determined to be an answering device on said called line.

9. The system of claim 7 further including:

means for further interacting with said called line, if a call director or automated voice response system is determined to be an answering device on said called line so as to achieve a predetermined outcome.

10. The system of claim 8 wherein said last-mentioned probe includes:

sending DTMF tones as calling numbers.

11. The system of claim 8 wherein said last-mentioned probe includes:

sending speech patterns over said called line.

12. The system of claim 6 wherein said grammar is updated from time to time based on actual messages received.

13. The system of claim 6 wherein additional grammars may be added to adapt to emerging scenarios affecting how calls are answered.

14. The system of claim 1 wherein said analyzing means includes:

means for determining if detected voice is from an automated answering system; and

means for interacting on said called line with said answering system to operate said answering system.

15. The system of claim 1 wherein said controlling means includes:

means for controlling the operation of a detected automated answering device.

16. The system of claim 1 wherein said analyzing means includes:

grammars for identifying automated voice response systems used as initial answer devices; and

means for interacting with detected ones of said automated response systems.

17. A method for automatically placing telephone calls, said method comprising:

placing calls to telephone lines;

determining if an answer has occurred on a particular called line;

playing a message to answered ones of said lines;

receiving from said answered lines responses to said messages;

analyzing any response from said called line using voice recognition based on expected grammars;

taking further action with respect to said called line dependent, at least in part, by analyzed ones of said responses, wherein said taking further action comprises changing the message being played on said called line; and

adjusting said grammars depending upon the nature of said response including the lack of any response.

18. The method of claim 17 wherein said further action includes:

logging the results of said analyzed ones of said responses into a database.

19. The method of claim 17 wherein said further action includes:

distributing the information gained from said analyzing via data distribution channels.

20. The method of claim 17 wherein said further actions includes further interactions with said called line.

21. The method of claim 17 wherein said further interactions includes bi-directional automated responses.

22. A method for providing automated calling services, said method comprising:

obtaining a number to be called, said number having associated therewith at least one identifying characteristic, said identifying characteristic comprising specific information pertaining to the called party other than a telephone number of the called party;

placing a call to said number;

automatically determining call progression, with respect to a called number, where said automatically determining call progression is capable of determining no answer, live answer, answering machine answer, and call director answer, and wherein said automatically determining call progression uses at least one grammar updated based on captured samples;

storing in a database said determined call progression; and

playing a message to an answered call, said message having one or more of said identifying characteristics associated with said called number;

recording at least a portion of any answer received from a called number; and

storing said recording in said database along with said determined call progression.

23. The method of claim 22 further comprising:

transmitting said recording to another system.

24. A system providing automated calling services, said system comprising:

means for obtaining a number to be called, said number having associated therewith at least one identifying characteristic;

means for placing a call to said number;

means for recording at least a portion of any answer received from a called number;

means for automatically determining call progression, with respect to a called number, where said automatically determining call progression is capable of determining no answer, live answer, answering machine answer, and call, director answer, and wherein said automatically determining call progression uses at least one grammar updated based on captured samples;

means for storing said recording in a database along with said determined call progression; and

means for response recognition with respect to a called number, wherein said means for response recognition is based on grammars specific to the called number.

25. The system of claim 24 further comprising:

means for playing a message to said live answer party upon a determination of a live answer, said message being unique to said called line.

26. The system of claim 24 wherein said determining means includes:

means for playing a message having within it one or more means for identifying characteristics associated with said called number.

27. The system of claim 24 wherein said determining means includes:

means for sending to an answered call a message containing at least one said identifying characteristic; and

means for matching any response received from a called line in response to sent ones of said identifying characteristic against predicted responses, said predicted responses tailored, at least in part, to said called number.

28. A method for providing automatic calling, said method comprising:

analyzing the contents of detected voice response on a called line by voice recognition techniques, wherein said techniques use at least one grammar updated based on captured samples;

probing said called line to elicit further information for voice recognition analyzation, said probing identifying at least one person associated with said called line;

controlling the operation of said automatic calling system dependent upon said content analyzing; and

adjusting said grammars depending upon the nature of said response including the lack of any response.

29. The method of claim 28 wherein said probing is designed to elicit specific recognizable responses if said voice is originating in real-time from a person answering said called line.

30. The method of claim 28 wherein said controlling includes:

leaving at least one message, said message timed for delivery dependant upon said analyzation.