Routing call failures in a location-based services system
First Claim
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1. A method for routing call failures, comprising the steps of;
- connecting a remote terminal to a location-based services system;
receiving from said remote terminal an identifier of said remote terminal and an unrestricted voice-based inquiry for information, wherein said voice-based inquiry is a question or statement for a business product or a business service, said voice-based inquiry is voluntarily composed by a user of said remote terminal;
determining a geographic location of said remote terminal;
recognizing words included in said voice-based inquiry with a voice recognition application;
interpreting a context and meaning of said recognized words in said voice-based inquiry with a natural language processing application;
with said natural language processing application, identifying from among a plurality of businesses listed within said location-based services system, a business that can provide a response to said the voice-based inquiry for said business product or said business service based on said interpretation of said recognized words and said geographic location of said remote terminal, and preparing a structured request to said identified business in response to both said voice recognition application and said natural language processing application successfully processing said voice-based inquiry;
from business specific information of said identified business, generating with said location-based services system, for receipt by said remote terminal, a geographically targeted response to said voice-based inquiry that is responsive to said interpretation; and
in response to failure of said voice recognition application or said natural language processing application to process said voice-based inquiry to a predetermined level of accuracy, routing said remote terminal connection and said identifier to a call center server to process said voice-based inquiry;
said call center server generating a location data request that is transmitted to a location server with said identifier;
receiving a location value and said identifier from said location server with said call center server;
said call center server generating an operator message that includes said identifier and said location value; and
forwarding said operator message to a call center.
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Abstract
A method and system for routing call failures in a location-based services system. A remote terminal is connected to a location-based services system and is used to generate a voice-based tailored request for information. The voice-based tailored request for information is interpreted with a voice recognition application and a natural language processing application. If the voice recognition application or the natural language processing application fail to determine the meaning of the tailored request for information to a predetermined level of accuracy then the remote terminal is routed to a call center.
205 Citations
31 Claims
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1. A method for routing call failures, comprising the steps of;
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connecting a remote terminal to a location-based services system; receiving from said remote terminal an identifier of said remote terminal and an unrestricted voice-based inquiry for information, wherein said voice-based inquiry is a question or statement for a business product or a business service, said voice-based inquiry is voluntarily composed by a user of said remote terminal; determining a geographic location of said remote terminal; recognizing words included in said voice-based inquiry with a voice recognition application; interpreting a context and meaning of said recognized words in said voice-based inquiry with a natural language processing application; with said natural language processing application, identifying from among a plurality of businesses listed within said location-based services system, a business that can provide a response to said the voice-based inquiry for said business product or said business service based on said interpretation of said recognized words and said geographic location of said remote terminal, and preparing a structured request to said identified business in response to both said voice recognition application and said natural language processing application successfully processing said voice-based inquiry; from business specific information of said identified business, generating with said location-based services system, for receipt by said remote terminal, a geographically targeted response to said voice-based inquiry that is responsive to said interpretation; and in response to failure of said voice recognition application or said natural language processing application to process said voice-based inquiry to a predetermined level of accuracy, routing said remote terminal connection and said identifier to a call center server to process said voice-based inquiry; said call center server generating a location data request that is transmitted to a location server with said identifier; receiving a location value and said identifier from said location server with said call center server; said call center server generating an operator message that includes said identifier and said location value; and forwarding said operator message to a call center. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A call failure system for a location-based services system, comprising:
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a remote terminal connected to said location-based services system, wherein said remote terminal is useable to generate a user fashioned voice based statement or question that is a request for information related to a business product or a business service; a location gateway adapted to determine a geographic location of said remote terminal and provide a geographic indicator representative of said geographic location of said remote terminal; a voice recognition application configured to be connected to said remote terminal, said voice recognition application adapted to recognize words in said user fashioned voice based statement or question received from said remote terminal; a natural language processing application in communication with said voice recognition application, said natural language processing application configured to interpret a context and intent of said recognized words and generate a corresponding structured request for business services in the form of a message required by an identified one of a plurality of business services, said corresponding structured request generated in response to both said voice recognition application and said natural language processing application successfully processing said user fashioned voice based statement or question, wherein said one of said plurality of business services is identified by said natural language processing application as being capable of providing a response to said user fashioned voice based statement or question; and a call center server connected to said location-based services system, wherein said connection to said remote terminal is routable to said call center server in response to failure of said voice recognition application or said natural language processor to process said user fashioned voice based statement or question to a predetermined level of accuracy, said call center server being configured to request and receive said geographic indicator from said location gateway, and provide a geographically targeted response to said remote terminal based on said user fashioned voice based statement or question and said geographic indicator. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15, 16, 17, 18)
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19. A method for routing call failures, comprising the steps of;
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receiving a voice-based request from a remote terminal connected to a location-based services system, wherein the voice-based request is an open-ended, non-predefined question or statement that includes a terminal identifier of the remote terminal; identifying particular words included in the voice-based request with a voice recognition application; interpreting a meaning of the identified particular words with a natural language processing application, the natural language processing application identifying an application service that can provide a response to the voice-based request, and preparing a structured request to the identified application service with the natural language processing application in response to both the voice recognition application and the natural language processing application successfully processing the voice-based request; forwarding the voice-based request and the terminal identifier to a call failure system in response to failure of either the voice recognition application or the natural language processing application to successfully process the voice-based request; in response to receipt of the forwarded voice-based request, with the call failure system transmitting to a location gateway a location data request based upon the terminal identifier; the call failure system receiving from the location gateway in response to the location data request, location data indicative of a location of the remote terminal and the terminal identifier; and the call failure system, forwarding an operator message that includes the voice-based request, the terminal identifier and the location data to a call center. - View Dependent Claims (20, 21, 22, 23, 24, 25, 26, 27)
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28. A call failure system for a location-based services system, comprising:
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a voice recognition server operable to receive from a remote mobile terminal over a wireless network a voice-based request for information that is an unconstrained, natural language question or statement, said voice recognition server further operable to identify specific words in said voice-based request; a natural language processing server in communication with said voice recognition application, said natural language processing server operable to determine an intent of said voice-based request based on said identified specific words, and identify an application service that can provide a response to said voice-based request, said natural language processing server further operable to generate a structured request message capable of being processed with said identified application service in response to both said voice recognition application and said natural language processing application successfully processing said voice-based request a location based server in communication with said natural language processing server, said location based server operable to request and receive a geographic indicator of a geographic location of said remote mobile terminal in response to receipt of said structured request message, said location based server further operable to generate a geographically tailored structured response to said structured request based on said received geographic indicator, said structured response receivable by said remote mobile terminal; a location gateway server configured to receive and store said geographic indicator, wherein said geographic indicator is transmittable from said location gateway server to said location-based server only when said location-based server has received a structured request; and a call center server in communication with said voice recognition server and said natural language processing server, wherein, in response to said voice-based request not successfully being processed by said voice recognition server or said natural language processing server, said voice-based request forwarded to said call center server, said call center server operable to request and receive said geographic indicator, and generate an operator message that includes said voice-based request and said geographic indicator, said operator message useable by an operator to assist in generation of a structured response to said voice-based request. - View Dependent Claims (29, 30, 31)
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Specification