System and method to access content from a speech-enabled automated system

• US 8,526,577 B2
• Filed: 08/25/2005
• Issued: 09/03/2013
• Est. Priority Date: 08/25/2005
• Status: Active Grant

• Current Assignee: Microsoft Technology Licensing LLC (Microsoft Corporation)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Idler, Julie A., Bushey, Robert R., Knott, Benjamin A.
• Primary Examiner(s): SING, SIMON P
• Application Number:
  US11/212,939
• Publication Number:
  US 20070047718A1
• Time in Patent Office: 2,931 Days
• Field of Search: 37926502-26604, 379/88.04, 379/88.17
• US Class Current: 379/88.04
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

A method of accessing content at a speech-enabled automated system is disclosed and comprises receiving a verbal input at an interactive voice response system. The interactive voice response system can include one or more table-driven state tables, in which action-objects are embedded. Further, the method can include retrieving content from an information store, wherein the content is associated with the verbal input. The information store is logically external to the interactive voice response system.

Claims

1. A method of accessing content at a speech-enabled automated system, the method comprising:

receiving a verbal input at an interactive voice response system; and

accessing an information store to retrieve content based on the verbal input, wherein the information store determines whether to suspend retrieval of the content until the content is available when information store content of the information store is being modified and modifications to the information store content could influence retrieval of the content, and wherein the information store is logically external to the interactive voice response system.

2. The method of claim 1, further comprising communicating a prompt to a caller prior to receiving the verbal input.

3. The method of claim 1, further comprising:

determining a first action-object and an associated first value based on the verbal input; and

retrieving content associated with the first value from the information store.

4. The method of claim 1, further comprising:

receiving a non-verbal input;

determining a second action-object and an associated second value based on the non-verbal input; and

retrieving content associated with the second value from the information store.

5. The method of claim 3, further comprising:

determining a next action-object and an associated next value based on the verbal input; and

retrieving content associated with the next value from the information store.

6. The method of claim 4, further comprising:

determining an additional action-object and an associated additional value based on the non-verbal input; and

retrieving content associated with the additional value from the information store.

7. The method of claim 1, further comprising submitting a query to the information store.

8. The method of claim 1, further comprising communicating the content retrieved from the information store to a caller.

9. A method of providing content at a speech-enabled automated system, the method comprising:

storing a plurality of content items at an information store, wherein each of the plurality of content items is associated with an action-object;

receiving a query at the information store from an interactive voice response system, wherein the information store is logically external to the interactive voice response system;

determining whether a modification of content is in progress at the information store;

determining, when the modification is in progress, whether to suspend processing of the query until the modification is complete; and

processing the query after the modification is complete, in response to a determination to suspend the processing of the query.

10. The method of claim 9, wherein each action-object comprises a parameter chosen from a group consisting of a desired action, a call purpose, a product, a service, a location, a language, and any combination thereof.

11. The method of claim 10, wherein the content items relate to a service chosen from a group consisting of call notes, voice mail, call blocking, privacy management, call tracing, call return, auto-redial, call forwarding, call waiting, direct reply, caller ID, and remote access.

12. The method of claim 9, wherein the query comprises a particular action-object having a value that is derived from a verbal input received at the interactive voice response system.

13. The method of claim 12, wherein the query comprises a particular action-object having a value that is derived from a non-verbal input received at the interactive voice response system.

14. The method of claim 9, further comprising:

providing an answer to the interactive voice response system, wherein the answer is used as part of a response to a caller by the interactive voice response system.

15. The method of claim 9, further comprising:

searching at least one record at the information store for at least one of the plurality of content items;

retrieving, from the at least one record at the information store, the at least one of the plurality of content items; and

communicating the at least one of the plurality of content items to the interactive voice response system.

16. The method of claim 9, wherein each of the plurality of content items comprises table-driven instructional content.

17. A system of managing content at a speech-enabled automated system, the system comprising:

a server, wherein the server comprises;

a processor;

a memory accessible to the processor; and

an interactive voice response system embedded within the memory, wherein the interactive voice response system comprises;

instructions executable by the processor to process a verbal input; and

instructions executable by the processor to access an information store that is external to the interactive voice response system to retrieve content, wherein the content retrieved from the information store is associated with the verbal input, and wherein the information store determines whether to suspend retrieval of the content until the content is available when information store content of the information store is being modified and modifications to the information store content could influence retrieval of one or more fields of the content.

18. The system of claim 17, wherein the server further comprises an interface to communicate with a communications network.

19. The system of claim 18, wherein the communications network comprises a network chosen from a group consisting of a public switched telephone network, a Voice-over-Internet Protocol network, a cellular telephone network, a mobile telephone network, and combinations thereof.

20. The system of claim 17, wherein the information store further comprises a plurality of content items, and wherein each of the plurality of content items is associated with at least one action-object and at least one value.

21. The system of claim 20, wherein the information store further comprises:

computer-readable instructions to search at least one record at the information store for at least one of the plurality of content items; and

computer-readable instructions to retrieve, from the at least one record, the at least one of the plurality of content items.

22. A computer-readable storage device comprising instructions that, when executed by a processor, cause the processor to perform operations comprising:

processing a verbal input from a caller;

accessing an information store that is logically external to the computer-readable storage device to retrieve content based on at least one query, wherein the at least one query is associated with the verbal input, and wherein the information store determines whether to suspend processing of the at least one query until the content is available when information store content of the information store is being modified and modifications to the information store content could influence an answer to the at least one query; and

receiving the answer to the at least one query, wherein the answer is used as part of a response to the caller.

23. The computer-readable storage device of claim 22, wherein the operations further comprise communicating a prompt to the caller prior to receiving the verbal input.

24. The computer-readable storage device of claim 22, wherein the operations further comprise:

determining a first action-object and a first value associated with the first action-object, wherein the first value is derived from the verbal input; and

retrieving content associated with the first value.

25. The non transitory computer-readable storage device of claim 22, wherein the operations further comprise:

instructions that, when executed by the processor, cause the processor to process a non-verbal input;

instructions that, when executed by the processor, cause the processor to determine a second action-object and a second value associated with the second action-object, wherein the second value is derived from the non-verbal input; and

instructions that, when executed by the processor, cause the processor to retrieve content associated with the second value.

26. The computer-readable storage device of claim 24, wherein the operations further comprise:

instructions that, when executed by the processor, cause the processor to determine a next action-object and a next value associated with the next action-object, wherein the next value is derived from the verbal input; and

instructions that, when executed by the processor, cause the processor to retrieve content associated with the next value.

27. The computer-readable storage device of claim 25, wherein the operations further comprise:

instructions that, when executed by the processor, cause the processor to determine an additional action-object and an additional value associated with the additional action-object, wherein the additional value is derived from the verbal input; and

instructions that, when executed by the processor, cause the processor to retrieve content associated with the additional value.

28. The computer-readable storage device of claim 22, wherein the operations further comprise submitting the at least one query to the information store.

29. The computer-readable storage device of claim 22, wherein the operations further comprise communicating the response to the caller.