Content personalization over an interface with adaptive voice character

• US 7,571,226 B1
• Filed: 03/13/2000
• Issued: 08/04/2009
• Est. Priority Date: 10/22/1999
• Status: Expired due to Fees

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: Tellme Networks Incorporated ([24]7.ai, Inc.)
• Inventors: Porter, Brandon William, Li, Zhe, Walther, Eckart, Giannandrea, John, McCue, Michael S., Davis, Angus Macdonald, Partovi, Hadi, Brathwaite, Roderick Steven
• Primary Examiner(s): Nguyen; Quang N.
• Application Number:
  US09/523,853
• Time in Patent Office: 3,431 Days
• Field of Search: 704/205, 709217-219, 709200-204, 709/224, 709/226, 379/88.05, 379/88.17, 379/220.01, 379/10.01, 379/88.13, 379/88.25, 379/207.15, 379/88.04, 379/88.16
• US Class Current: 709/224
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1096 Supplementary features, e.g. call forwarding or call holding systems providing special services or facilities to telephony subscribers H04M3/42
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/53 using third party service providers
• CPC Class Codes: H04L 67/564 Enhancement of application control based on intercepted application data
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• CPC Class Codes: H04M 2203/2061 Language aspects
• CPC Class Codes: H04M 2242/22 Automatic class or number identification arrangements
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

A method and apparatus for providing personalized information content over telephones is described. The creation of a voice portal is supported by the invention. Embodiments of the invention use telephone identifying information such as the calling party'"'"'s number to identify, or create, user profiles for customization. The personalized content is specific to that user based on her/his telephone identifying information and may be further customized based on the current time, current date, the calling party'"'"'s locales, and/or the calling party'"'"'s dialect and speech patterns. In some embodiments, the dialect is selected from a range of common American English dialects according to the locale of the calling party. For example, callers from the Northern Midland will automatically hear a Northern Midland dialect, while callers from the Coastal Southeast will hear that dialect, etc. Individuals can change the dialect to better suit their personal tastes.

Claims

1. A method performed by a voice portal, comprising:

receiving a call from a caller, where the call includes identifying information;

identifying a first voice character, using the identifying information, to be used by the voice portal when audibly interacting with the caller;

detecting a speaking voice associated with the caller through the voice portal interaction with the caller;

identifying a second voice character using the detected speaking voice associated with the caller;

changing from the first voice character to the second voice character when further audibly interacting with the caller;

through interacting with the caller via the voice portal, automatically detecting caller behavior indicative of a situation where caller experience would improve upon an adjustment to the second voice character; and

adjusting the second voice character in response to detecting such caller behavior;

permitting the caller to select a third voice character;

wherein, the selecting the third voice character comprises the caller selecting the background music and controlling the verbosity of prompts;

applying the third voice character when further audibly interacting with the caller.

2. The method of claim 1, further comprising:

determining a locale associated with the call using the identifying information.

3. The method of claim 2, wherein the identifying the first voice character includes:

determining the first voice character as a voice character associated with the determined locale.

4. The method of claim 2, further comprising:

presenting prompts to the caller using the determined locale.

5. The method of claim 1, further comprising:

determining a type of communication device used by the caller using the identifying information.

6. The method of claim 5, wherein the identifying the first voice character includes:

determining the first voice character based on the determined type of communication device used by the caller.

7. The method of claim 1, wherein, the automatically detecting caller behavior indicative of the situation where caller experience would improve comprise, detecting the situation where the caller requests that information be repeated several times over the voice portal.

8. The method of claim 7, further comprising, in response to detecting the situation where the caller requests that information be repeated several times over the voice portal, adjusting the second voice character to be playbacked slower or louder.

9. A system, comprising:

a voice portal for receiving a call from a caller, where the call includes identifying information;

a recognition server for identifying a first voice character using the identifying information;

wherein the voice portal further facilitates audible interaction with the caller using the first voice character;

wherein the recognition server, through interaction with the caller via the voice portal, automatically detects caller behavior indicative of a situation where caller experience would improve upon an adjustment to the first voice character;

an execution engine for identifying a second voice character using the detected caller behavior;

wherein the voice portal facilitates changes from the first voice character to the second voice character; and

a text to speech server for audibly interacting with the caller using the second voice character;

wherein the recognition server permits the caller to select a third voice character;

wherein the selection of the third voice character comprises the caller selecting background music and controlling the verbosity of prompts;

wherein the execution engine applies the third voice character when further audibly interacting with the caller.

10. The system of claim 9, wherein the voice portal determines a locale associated with the call using the identifying information.

11. The system of claim 10, wherein the execution engine determines the first voice character as a voice character associated with the determined locale.

12. The system of claim 10, wherein the voice portal presents prompts to the caller based on the determined locale.

13. The system of claim 9, wherein the voice portal determines a type of communication device used by the caller based on the identifying information.

14. The system of claim 13, wherein the recognition server determines the first voice character based on the determined type of communication device used by the caller.

15. The system of claim 9, wherein the voice portal determines actions of the caller during the audible interaction with the caller.

16. The system of claim 15, wherein the recognition server the second voice character is selected using the detected speaking voice associated with the caller.

17. A method, comprising:

receiving a call from a caller, where the call includes identifying information for identifying a locale and determining a type of communication device used by the caller;

identifying a first voice character using the locale and the type of communication device used by the caller determined by the identifying information;

providing audible prompts to the caller in a speech pattern using the first voice character;

detecting a speaking voice associated with the caller;

determining actions of the caller;

identifying a second voice character using the detected speaking voice associated with the caller and the determined actions of the caller;

through interacting with the caller via the voice portal interaction, automatically detecting caller behavior indicative of a situation where caller experience would improve upon an adjustment to the second voice character;

adjusting the second voice character in response to detecting such caller behavior;

providing further audible prompts to the caller in a speech pattern using the second voice character;

permitting the caller to select a third voice character;

wherein the selecting the third voice character comprises the caller controlling the verbosity of prompts and selecting the background music; and

applying the third voice character when further audibly interacting with the caller.