Method and system for providing configurable application processing in support of dynamic human interaction flow

• US 7,899,160 B2
• Filed: 08/24/2005
• Issued: 03/01/2011
• Est. Priority Date: 08/24/2005
• Status: Expired due to Fees

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Business Global LLC (Verizon Communications Inc.)
• Inventors: Corcoran, Christopher J.
• Primary Examiner(s): Tsang; Fan
• Assistant Examiner(s): BEZUAYEHU, SOLOMON G
• Application Number:
  US11/210,512
• Publication Number:
  US 20070064884A1
• Time in Patent Office: 2,015 Days
• Field of Search: 379 8801- 8828, 715/239
• US Class Current: 379/88.01
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

An approach provides machine and a human user interaction in support of dialog flows. A first state file is generated and specifies a plurality of states of a dialog with the human user. The first state file includes logic for transitioning among the states. A second state file is also generated. The second state file specifies a plurality of states of the dialog and includes logic for transitioning among the states, wherein a common process is utilized to interpret the first state file and the second state file. The common process loads one of the state files and determines an appropriate one of a plurality of resources to populate with data associated with the dialog.

Claims

1. A computer-implemented method for interacting with a human user, the method comprising:

accessing a first state file that specifies a plurality of states of a dialog with the human user, including a global state having applicability to a plurality of applications, and includes logic for transitioning among the states; and

accessing a second state file that specifies a plurality of states of the dialog and includes logic for transitioning among the states,

wherein a common process is utilized to interpret the first state file and the second state file, the common process loading one of the state files and determining an appropriate one of a plurality of resources to populate with data associated with the dialog.

2. A method according to claim 1, wherein one of the resources is a mark-up language file specifying instructions for flow of the dialog.

3. A method according to claim 2, wherein the flow is a call flow, and the instructions indicate the call flow within one or more states of the dialog.

4. A method according to claim 2, wherein the mark-up language complies with Voice eXtensible Mark-up Language (VoiceXML).

5. A method according to claim 1, wherein the common process is a servlet configured to interface a browser application.

6. A method according to claim 1, wherein the first state file includes a reference to the second state file for reuse of the second state file.

7. A method according to claim 1, wherein the first state file comprises:

a preload section for setting up data needed to be passed to a corresponding one of the resources; and

a postload section for interpreting data passed back from the one corresponding resource and for determining a next dialog state based on the interpreted data.

8. A method according to claim 1, wherein the first state file specifies one of a plurality of modes including a test mode.

9. A method according to claim 1, wherein the first state file specifies one of the states to be a sequence of the states.

10. A system for interacting with a human user, the system comprising:

a memory configured to store a plurality of state files, each state file specifying a plurality of states of a dialog with the human user, including a global state having applicability to a plurality of applications, and including logic for transitioning among the states; and

a common processor configured to interpret a first state file and a second state file of the plurality of state files, to load one of the first and second state files, and to determine an appropriate one of a plurality of resources to populate with data associated with the dialog.

11. A system according to claim 10, wherein one of the resources is a mark-up language file specifying instructions for flow of the dialog.

12. A system according to claim 11, wherein the flow is a call flow, and the instructions indicate the call flow within one or more states of the dialog.

13. A system according to claim 11, wherein the mark-up language complies with Voice eXtensible Mark-up Language (VoiceXML).

14. A system according to claim 10, wherein the common processor executes a servlet configured to interface a browser application.

15. A system according to claim 10, wherein the first state file includes a reference to the second state file for reuse of the second state file.

16. A system according to claim 10, wherein the first state file comprises:

a preload section for setting up data needed to be passed to a corresponding one of the resources; and

a postload section for interpreting data passed back from the one corresponding resource and for determining a next dialog state based on the interpreted data.

17. A system according to claim 10, wherein the first state file specifies one of a plurality of modes including a test mode.

18. A system according to claim 10, wherein the first state file specifies one of the states to be a sequence of the states.

19. An apparatus for interacting with a human user, the apparatus comprising:

means for accessing a first state file that specifies a plurality of states of a dialog with the human user, including a global state having applicability to a plurality of applications, and includes logic for transitioning among the states; and

means for accessing a second state file that specifies a plurality of states of the dialog and includes logic for transitioning among the states,

wherein a common process is utilized to interpret the first state file and the second state file, the common process loading one of the state files and determining an appropriate one of a plurality of resources to populate with data associated with the dialog.

20. An apparatus according to claim 19, wherein one of the resources is a mark-up language file specifying instructions for flow of the dialog.

21. An apparatus according to claim 20, wherein the flow is a call flow, and the instructions indicate the call flow within one or more states of the dialog.

22. An apparatus according to claim 20, wherein the mark-up language complies with Voice eXtensible Mark-up Language (VoiceXML).

23. An apparatus according to claim 19, wherein the common process is a servlet configured to interface a browser application.

24. An apparatus according to claim 19, wherein the first state file includes a reference to the second state file for reuse of the second state file.

25. An apparatus according to claim 19, wherein the first state file comprises:

a preload section for setting up data needed to be passed to a corresponding one of the resources; and

a postload section for interpreting data passed back from the one corresponding resource and for determining a next dialog state based on the interpreted data.

26. An apparatus according to claim 19, wherein the first state file specifies one of a plurality of modes including a test mode.

27. An apparatus according to claim 19, wherein the first state file specifies one of the states to be a sequence of the states.

28. A computer-implemented method for supporting a call flow with a human user, the method comprising:

receiving a request from a voice browser in support of the call flow; and

loading one of a plurality of state files in response to the request, wherein the state files correspond to a plurality of states of the call flow and specify rules for the call flow, each of the state files including logic for transitioning among the states, each of the state files being associated with a markup language file specifying a script for the call flow, wherein the markup language file receives data from the respective state file based on state of the call flow;

wherein the state files are mark-up language files, and one of the state files specifies a global reusable state.