Associated information in structured voice interaction systems

• US 8,139,725 B2
• Filed: 04/22/2005
• Issued: 03/20/2012
• Est. Priority Date: 04/22/2005
• Status: Active Grant

• Current Assignee: The Invention Science Fund I, L.L.C. (Intellectual Ventures LLC)
• Original Assignee: The Invention Science Fund I, L.L.C. (Intellectual Ventures LLC)
• Inventors: Malamud, Mark A., Levien, Royce A., Jung, Edward K. Y., Cohen, Alexander J., Lord, Robert W., Rinaldo, Jr., John D.
• Primary Examiner(s): Patel, Hemant
• Application Number:
  US11/112,837
• Publication Number:
  US 20070019794A1
• Time in Patent Office: 2,524 Days
• Field of Search: 370351-356, 370259-271, 379 671- 8828, 379 9201- 9301, 379/93.09, 379/93.12, 379/93.13, 379 9323- 9331, 379/100.01, 37910101-10203, 379/201.01, 37926501-2661, 455/412.2, 455/414.1, 455/414.4, 455/457, 455/468, 709201-207, 709217-244, 715716-718, 348 1401- 1416, 70427001-278
• US Class Current: 379/88.14
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

A structured voice interaction system includes logic to communicate one or more voice prompts to a caller via a voice channel, and to communicate navigation information for the structured voice interaction system to the caller via a data channel. Voice prompts communicated to the caller via the voice channel connection are coordinated with the navigation information communicated via the data channel connection. Information not referenced by the voice channel prompts, but related to or associated with actions or options referenced by the voice channel prompts, is accessed, identified, and provided over the data channel connection.

Claims

1. A method comprising:

establishing using at least one calling device one or more connections with at least one remote structured voice interaction system; and

receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

2. A system comprising:

circuitry configured for establishing using at least one calling device one or more connections with at least one remote structured voice interaction system; and

circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

3. The system of claim 2, wherein the circuitry configured for establishing using at least one calling device one or more connections with at least one remote structured voice interaction system comprises:

circuitry configured for establishing using at least one phone one or more connections with at least one remote structured voice interaction system.

4. The system of claim 2, wherein the circuitry configured for establishing using at least one calling device one or more connections with at least one remote structured voice interaction system comprises:

circuitry configured for establishing using at least one computer one or more connections with at least one remote structured voice interaction system.

5. The system of claim 2, wherein the circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of map information.

6. The system of claim 2, wherein the circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual shortcut to at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

7. The system of claim 2, wherein the circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option and at least one other visual representation of at least one other option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

8. The system of claim 2, wherein the circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option and at least one visual representation of the at least one first option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

9. The system of claim 2, wherein the circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for receiving from one or more sources other than the at least one remote structured voice interaction system (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

10. The system of claim 2, wherein the circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option, and (iv) at least one previous command.

11. The system of claim 2, further comprising:

circuitry configured for transmitting one or more commands.

12. The system of claim 2, wherein the circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for receiving (i) at least one audible representation of at least one first option of the at least one remote structured voice interaction system, (ii) at least one visual representation of at least one second option of the at least one remote structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one remote structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one link associated with at least one product or service.

13. A method comprising:

establishing one or more connections with at least one remote calling device; and

transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

14. A system comprising:

circuitry configured for establishing one or more connections with at least one remote calling device; and

circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

15. The system of claim 14, wherein the circuitry configured for establishing one or more connections with at least one remote calling device comprises:

circuitry configured for establishing one or more connections with at least one remote phone.

16. The system of claim 14, wherein the circuitry configured for establishing one or more connections with at least one remote calling device comprises:

circuitry configured for establishing one or more connections with at least one remote computer.

17. The system of claim 14, wherein the circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of map information.

18. The system of claim 14, wherein the circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual shortcut to at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

19. The system of claim 14, wherein the circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option, at least one visual representation of at least one second option, and at least one other visual representation of at least one other option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option.

20. The system of claim 14, wherein the circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option, and (iv) at least one previous command.

21. The system of claim 14, wherein the circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one visual representation of supplemental reference information that is different from the at least one first option and the at least one second option comprises:

circuitry configured for transmitting (i) at least one audible representation of at least one first option of at least one structured voice interaction system, (ii) at least one visual representation of the at least one first option of the at least one structured voice interaction system and at least one visual representation of at least one second option of the at least one structured voice interaction system for visual output concurrently with audible output of the at least one audible representation of the at least one first option of the at least one structured voice interaction system, the at least one second option hierarchically at least two levels removed from the at least one first option, and (iii) at least one link associated with at least one product or service.

22. The system of claim 14, further comprising:

circuitry configured for receiving one or more commands.