Automated telephone attendant

• US 8,014,509 B2
• Filed: 10/04/2007
• Issued: 09/06/2011
• Est. Priority Date: 01/15/2003
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Data Services LLC (Verizon Communications Inc.)
• Inventors: Betrabet, Arvind G., Cholkar, Arjun S., Hajji, Kamil M.
• Primary Examiner(s): DEANE JR, WILLIAM J
• Application Number:
  US11/867,104
• Publication Number:
  US 20080019497A1
• Time in Patent Office: 1,433 Days
• Field of Search: 379/218.01, 379/218.02, 379/211.01, 379/211.02, 379/212.01, 379/201.01, 37926501-26514, 37926601-2661
• US Class Current: 379/218.01
• CPC Class Codes: H04M 2207/12 intelligent networks
• CPC Class Codes: H04M 3/4935 Connection initiated by DAS system
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

A telephony system (100) includes a user device (110, 130) configured to enable a user of the telephony system (100) to place and receive telephone calls, and a service node (180, 185) configured to communicate with the user device (110, 130) and to thereby provide the user with an automated voice interface to the telephony system (100) upon the user'"'"'s initiating access to the telephony system (100) via the user device (110, 130). The automated voice interface permits the user to verbally specify a desired objective corresponding to any one of a number of predefined objectives, the predefined objectives including directory assisted call placement and at least one form of information retrieval. Upon receiving the desired objective from the user, the service node (180, 185) acts to implement the desired objective.

Claims

1. A system comprising:

a service node configured to communicate with a user device and provide a user associated with the user device with an automated voice interface upon the user'"'"'s initiating access to the system via the user device,

wherein the automated voice interface is configured to permit the user to verbally specify a desired objective corresponding to any one of a plurality of predefined objectives, the predefined objectives including directory assisted call placement and at least one form of information retrieval,

wherein, upon receiving the desired objective from the user, the service node acts to implement the desired objective, and

wherein, when the user specifies a desired objective relating to information retrieval by retrieval of Internet search results, the service node is configured to request, by voiced instruction, the user'"'"'s verbal specification of a preferred Internet search engine.

2. The system according to claim 1, wherein the user device is a wireline telephone, and wherein the user initiates access to the system by taking the wireline telephone off hook.

3. The system according to claim 1, wherein the user device is a wireless telephone, and wherein the user initiates access to the system by dialing a predefined key sequence.

4. The system according to claim 1, further comprising:

a switch coupled to the user device and the service node, the switch being configured to detect the user'"'"'s initiating access to the system via the user device.

5. The system according to claim 4, wherein the switch is at least one of a service switching point and a mobile switching center.

6. The system according to claim 4, further comprising:

a service control system in communication with both the switch and the service node;

wherein the switch is configured to pass information identifying the user device to the service control system upon detecting the user'"'"'s having initiated access to the system via the user device.

7. The system according to claim 6, wherein the service control system is configured to verify a voice interface service subscription for the user device prior to setting up a communication channel between the service node and the user device.

8. The system according to claim 6, wherein the switch, the service control point, and the service node communicate in accordance with Advanced Intelligent Network protocols.

9. The system according to claim 1, wherein when the user specifies a desired objective of directory assisted call placement, the service node is configured to:

request, by voiced instruction, the user'"'"'s verbal specification of a destination,

retrieve a telephone number associated with the verbally specified destination, and

initiate connection of the user device to a device corresponding to the retrieved number.

10. The system according to claim 1, wherein the at least one form of information retrieval includes at least one of retrieval of Internet search results, retrieval of market results, retrieval of driving directions, retrieval of weather conditions, retrieval of account data, retrieval of personal contact information, retrieval of e-mail messages, and retrieval of service order status.

11. The system according to claim 1, wherein, when the user specifies a desired objective relating to information retrieval, the service node is configured to:

request, by voiced instruction, the user'"'"'s verbal specification of an information item,

retrieve the verbally specified information item from an information source, and

voice the information item to the user via the user device.

12. The system according to claim 1, wherein the plurality of predefined objectives includes at least one of direct voice-activated call placement, placing an order, modifying a database, synchronizing two or more databases, and sending a message.

13. The system according to claim 12, wherein when the user specifies a desired objective corresponding to a particular instance of direct voice-activated call placement, the service node is configured to initiate connection of the user device to a destination device associated with the particular instance of direct voice-activated call placement.

14. A computerized method comprising:

voicing a request to a user, upon the user'"'"'s initiating access to a communication system, that the user identify an intended objective, said voicing and said initiating implemented by operation of a computer;

awaiting the user'"'"'s response to the voiced request;

selecting, based upon the user'"'"'s response, one of a plurality of predefined objectives, the predefined objectives including directory assisted call placement and at least one form of information retrieval; and

acting to implement the selected objective;

wherein when the selected objective relates to information retrieval by retrieval of Internet search results, the acting to implement the selected objective comprises requesting, by voiced instruction, the user'"'"'s verbal specification of a preferred Internet search engine.

15. The method of claim 14, wherein the at least one form of information retrieval includes at least one of retrieval of Internet search results, retrieval of market results, retrieval of driving directions, retrieval of weather conditions, retrieval of account data, retrieval of personal contact information, retrieval of e-mail messages, and retrieval of service order status.

16. The method of claim 14, wherein, when the selected objective is directory assisted call placement, the acting to implement the selected objective includes:

voicing to the user a request that the user verbally identify a destination,

retrieving a telephone number associated with the destination, and

using the retrieved number to initiate a call between the user and the destination.

17. The method of claim 14, wherein, when the selected objective is related to information retrieval, the acting to implement the selected objective includes:

request, by voiced instruction, the user'"'"'s verbal specification of an information item,

retrieve the verbally specified information item from an information source, and

voice the information item to the user via the user device.

18. The method of claim 14, further comprising:

receiving a request from a user device to initiate access to the communication system;

verifying a voice interface service subscription for the user device prior to voicing the request.

19. The method of claim 14, wherein the plurality of predefined objectives includes at least one of direct voice-activated call placement, placing an order, modifying a database, synchronizing two or more databases, and sending a message.

20. The method of claim 19, wherein when the specified objective corresponds to a particular instance of direct voice-activated call placement, the acting to implement the selected objective includes initiating connection of the user device to a destination device associated with the particular instance of direct voice-activated call placement.

21. A system comprising:

a switch, the switch providing access for a user device;

a service control system providing access to a user database; and

a service node in communication with the switch and the service control system, the service node comprising;

logic configured to communicate with the user device and to provide a user of the system with an automated voice interface upon the user'"'"'s initiating access to the system via the user device,

wherein the automated voice interface is configured to permit the user to verbally specify a desired objective corresponding to any one of a plurality of predefined objectives, the predefined objectives including call placement and at least one form of information retrieval, and

wherein, upon receiving the desired objective from the user, the service node acts to implement the desired objective, wherein when the user specifies a desired objective'"'"'relating to information retrieval by retrieval of Internet search results, the service node is configured to request, by voiced instruction, the user'"'"'s verbal specification of a preferred Internet search engine.

22. The system of claim 21, wherein the switch includes a service switching point, the service control system includes a service control point, and communication between the switch, service control system and service node is in accordance with Advanced Intelligent Network protocols.

23. The system of claim 21, wherein the switch is configured to detect the user'"'"'s initiating access to the system via the user device and transmit a first message to the service control system as a result of the initiating;

and

wherein the service control system is configured to receive the first message, determine whether the user is a voice interface service subscriber, and send a second message to the switch to cause the establishment of a link between the user device and the service node when the user is determined to be a subscriber.

24. The system of claim 23 wherein the first message includes an identifier associated with the user device.

25. The system of claim 23, wherein the service control system is further configured to send a third message to the service node indicating a request for communication, the service node is further configured to, in response to the third message, transmit a port number to the service control system, and wherein the service control system includes the port number in the second message.