Methods and apparatus for context and experience sensitive prompting in voice applications

• US 7,742,580 B2
• Filed: 02/05/2004
• Issued: 06/22/2010
• Est. Priority Date: 02/05/2004
• Status: Expired due to Fees

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Sanders, Derek, Tokarev, Vladimir Sergeyevich, Cooper, Robert S.
• Primary Examiner(s): Hudspeth; David R
• Assistant Examiner(s): KOVACEK, DAVID M
• Application Number:
  US10/772,829
• Publication Number:
  US 20050177374A1
• Time in Patent Office: 2,329 Days
• Field of Search: 704/231, 704236-240, 704243-257, 379 671- 69, 379 8801- 8806, 379 8811- 8828
• US Class Current: 379/88.22
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 2015/227 of the speaker; Human-factor methodology
• CPC Class Codes: G10L 2015/228 of application context

Abstract

Systems and techniques for improved user prompting. A system according to one aspect of the invention includes a central server hosting various modules providing services to users. The modules suitably employ voice recognition in order to interpret user inputs. Each module has access to user information that includes information indicating the user'"'"'s experience with each function of each module. When a module needs to issue a prompt to the user, it retrieves and examines the user information to determine the user'"'"'s experience with the module and function. Suitably, each module is operative to categorize a user as belonging to an experience category, such as novice, intermediate and expert based on the user'"'"'s level of experience with the function. The module selects a prompt associated with the user'"'"'s level of experience with the function and presents it to the user.

Claims

1. A voice recognition system comprising:

a plurality of modules comprising at least a voice dialing module and a voicemail module for receiving voice inputs from a user and performing services for the user in response to the voice inputs, each of the plurality of modules including multiple functions;

a user information database storing user records including a function usage tally indicating the number of times the user has successfully performed each function; and

a prompt selection module for obtaining module, function and function usage tally information for an active function currently being used by a user, selecting a prompt for presentation to the user, a prompt being a message from the system to the user calling for a user input appropriate to the function being performed, the prompt selection module identifying both an overall experience level of the user with the system and an experience level with the active function, and selecting a prompt appropriate to the user'"'"'s experience level with the active function, selection of prompts tending to favor the presentation of more abbreviated prompts to users with greater experience levels with the active function;

wherein a usage history for the user is organized on a module by module basis and the function usage tally is used as an index for the prompt selection module.

2. The system of claim 1, wherein each module incorporates a prompt selection module to select prompts for that module.

3. The system of claim 2, wherein the prompt selection for each module identifies the function for which prompting is needed and selects from among prompts associated with that function.

4. The system of claim 3, wherein the user information database includes information indicating the user'"'"'s proficiency in using the overall system.

5. The system of claim 1, wherein a user proficiency score is determined for the current function that takes into account the number of times the user has successfully performed the active function as well as the number of errors and the number of repetitions and prompts.

6. The system of claim 1, wherein the user information database also stores the number of errors for each function.

7. The system of claim 6, wherein the prompt selection being used employs the function usage tally for a function to determine a user experience category for the user with respect to the function.

8. The system of claim 7, wherein the prompt selection being used determines the user experience category by selecting an experience category associated with a range of function usage tally values within which the user'"'"'s function usage tally for the function falls.

9. The system of claim 8, wherein the prompt selection selects a prompt associated with the user experience category.

16. The system of claim 1 wherein the multiple functions for the voice dialing module include call menu accesses, call by contact, call by directory, and call by number;

and the multiple functions for the voicemail module include message menu access, play message, and delete message.

17. The system of claim 1 wherein the plurality of modules further comprise a user interface module and a directory module.

18. The system of claim 1 wherein the plurality of modules are invoked by a user interface module as required in response to inputs by the user.

19. The system of claim 1 wherein each of the plurality of user modules has a corresponding prompt module which receives information indicating the active function and maintains awareness of the active function for which prompting is required.

20. The system of claim 1 wherein the function usage tally is used as index by the prompt selection module for searching for a prompt in a prompt database organized on a module by module basis.

10. A method of prompt selection in a voice recognition system employing a plurality of modules including at least a voice dialing module and a voice mail module, each of the plurality of modules including multiple functions, comprising the steps of:

passing information indicating an active function currently being used by a user from a module to a prompt module;

storing user records including a function usage tally indicating the number of times a user has successfully performed each of the multiple functions on a function by function basis;

utilizing the active function information by the prompt module to retrieve both a user experience level for the system and for the function, said identifying including obtaining function usage tally information for the active function; and

selecting a prompt appropriate for the user experience level for the active function, the prompt being a message from the system to the user calling for a user input appropriate to the active function, selecting of a prompt tending to favor the presentation of more abbreviated prompts to users with higher experience levels while favoring the presentation of more elaborate prompts providing greater detail about the nature of input needed for users with lower experience levels with the active function;

wherein a usage history for the user is organized on a module by module basis and the function usage tally is used as an index for the prompt selection prompt.

11. The method of claim 10, wherein the step of identifying the user experience level is followed by a step of identifying the user as belonging to a particular experience category and wherein the step of selecting a prompt includes selecting a prompt associated with the experience category to which the user belongs.

12. The method of claim 11, wherein identifying the user experience category for the active function includes examining user information for the active function retrieved from a voice information database storing user records including a function usage tally indicating a number of errors in attempting to use the active function by the user.

13. The method of claim 12, wherein identifying the user experience category for the active function includes assigning the user to an experience category associated with a range of function usage tally values within which the user'"'"'s function usage tally for the active function falls.

14. The method of claim 13, further including a step of updating the user information for each function whenever the user successfully invokes the function.

15. The method of claim 14, wherein the step of updating the user information includes updating the user'"'"'s function usage tally for a function upon each successful use of that function.