Speech recognition method of and system for determining the status of an answered telephone during the course of an outbound telephone call

• US 9,313,312 B2
• Filed: 12/17/2012
• Issued: 04/12/2016
• Est. Priority Date: 09/01/2000
• Status: Expired due to Fees

• Current Assignee: Eliza Corporation (Gainwell Technologies LLC)
• Original Assignee: Eliza Corporation (Gainwell Technologies LLC)
• Inventors: Merrow, Lucas, Drane, Alexandra, Kroeker, John, Boulanov, Oleg, Robinson, Michael R., Quibria, Nasreen R.
• Primary Examiner(s): Teshale, Akelaw
• Application Number:
  US13/717,082
• Publication Number:
  US 20130108031A1
• Time in Patent Office: 1,212 Days
• Field of Search: 379 8801- 8804, 379/69, 379/88.17, 379/88.18, 379/266.07
• US Class Current: 1/1
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 17/06 Decision making techniques; Pattern matching strategies
• CPC Class Codes: G10L 25/51 for comparison or discrimination
• CPC Class Codes: G10L 25/87 Detection of discrete points within a voice signal
• CPC Class Codes: H04M 1/271 controlled by voice recognition
• CPC Class Codes: H04M 1/64 Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations centralised dictation systems H04M11/10
• CPC Class Codes: H04M 1/82 Line monitoring circuits for call progress or status discrimination for detecting caller identity H04M1/573
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 2203/2027 Live party detection
• CPC Class Codes: H04M 3/46 Arrangements for calling a number of substations in a predetermined sequence until an answer is obtained
• CPC Class Codes: H04M 3/487 Arrangements for providing information services, e.g. recorded voice services or time announcements
• CPC Class Codes: H04M 3/5158 in combination with automated outdialling systems devices for signalling identity of wanted subscriber H04M1/26

Abstract

A system for determining the status of an answered telephone during the course of an outbound telephone call includes an automated telephone calling device for placing a telephone call to a location having a telephone number at which a target person is listed, upon the telephone call being answered, initiating a prerecorded greeting which asks for the target person and receiving a spoken response from an answering person and a speech recognition device for performing a speech recognition analysis on the spoken response to determine a status of the spoken response. If the speech recognition device determines that the answering person is the target person, the speech recognition device initiates a speech recognition application with the target person.

Claims

1. A method of determining the status of an answered telephone during the course of an outbound telephone call comprising:

A. placing, with an automated calling system, a telephone call to a location having a telephone number at which a target person is listed;

B. upon said telephone call being answered, as determined by an initial response, initiating a prerecorded greeting which asks for the target person;

C. receiving said initial response and determining if said initial response is being provided by an answering machine, wherein said step of determining if said initial response is being provided by an answering machine includes distinguishing between a live person and a machine according to whether the initial response is longer than a predetermined time or whether a beep tone is detected;

D. upon determining that the initial response is not provide by an answering machine and that the initial response is a spoken response, performing a speaker-independent speech recognition analysis on said spoken response, wherein performing said speaker-independent speech recognition analysis includes initiating a speaker-independent speech recognition application with said target person, wherein the speaker-independent speech recognition application is an interactive speech application operative to provide a series of acoustic prompts to the answering person by telephonic interaction, to determine the meaning of said spoken response, and wherein the speech recognition analysis comprises using a Web access application, an educational application, a learning and lesson application, or a compliance application; and

E. providing conditional responses based on the meaning of the subsequent spoken response as determined by the speaker-independent speech recognition analysis in accordance with one or more speaker-independent speech recognition enabled states of conversation.

2. The method of claim 1 wherein, in step D, if said speech recognition analysis determines that said spoken response indicates that said answering person is not said target person, a next step comprises initiating a prerecorded query asking for said target person.

3. The method of claim 2 wherein, upon said target person answering said telephone call, said method further comprises initiating a speech recognition application with said target person.

4. The method of claim 1 wherein, in step D, if said speech recognition analysis determines that said spoken response indicates that said target person is not present at said location, a next step comprises initiating a prerecorded query asking to leave a message for said target person.

5. The method of claim 4 further comprising a step of providing a prerecorded message to said answering person.

6. The method of claim 1 wherein, in step D, if said speech recognition analysis determines that said spoken response is a hold request, a next step comprises entering a wait state to wait for said target person to provide a spoken response to said telephone call.

7. The method of claim 6 wherein, upon said target person providing a spoken response to said telephone call, said method further comprises initiating a speech recognition application with said target person.

8. The method of claim 1 wherein, in step D, if said speech recognition analysis determines that said spoken response is a request for the identity of the entity responsible for the calling system, the method further comprises initiating a prerecorded response indicating the identity of the calling party, repeating said prerecorded greeting which asks for the target person, and repeating step C through step E.

9. The method of claim 1 wherein, in step D, if said speech recognition analysis determines that said spoken response indicates that said telephone number is not the correct number for the target person, the method further comprises initiating a prerecorded apology message and terminating said telephone call.

10. The method of claim 1 wherein, in step D, if said speech recognition analysis cannot determine the meaning of said spoken response, said method further comprises repeating said prerecorded greeting which asks for the target person, and repeating step C through step E.

11. A system for determining the status of an answered telephone during the course of an outbound telephone call comprising:

an automated telephone calling device for placing a telephone call to a location having a telephone number at which a target person is listed; and

a speaker-independent speech recognition system which, upon said telephone call being answered, initiates a prerecorded greeting which asks for the target person, receives an initial response, determines whether said initial response is being provided by an answering machine by distinguishing between a live person and a machine according to whether the initial response is longer than a predetermined time or whether a beep tone is detected, determine that a spoken response from has been received by an answering person, and performs a speech recognition analysis on said spoken response to determine the meaning of said spoken response;

wherein, if said speaker-independent speech recognition system determines that said answering person is said target person, said speaker-independent speech recognition system initiates a speaker-independent speech recognition application with said target person, wherein the speaker-independent speech recognition application is an interactive speech application configured and arranged to provide a series of acoustic prompts to the answering person by telephonic interaction, wherein the speech recognition application comprises a Web access application, an educational application, a learning and lesson application, or a compliance application, and wherein the speaker-independent speech recognition system is configured to provide conditional responses based on the meaning of the spoken response as determined by the speaker-independent speech recognition analysis in accordance with a speaker-independent speech recognition enabled state of conversation selected from the group consisting of (1) the answering person indicates that he or she is the target person, (2) the answering person indicates that he or she is not the target person, (3) the answering person indicates that the target person is not present at the location, (4) the answering person indicates a hold request, (5) the answering person requests the identity of the caller, (6) the answering person indicates that the telephone number is not the correct number for the target person, and (7) the speaker-independent speech recognition analysis cannot determine the meaning of the spoken response from the answering person.

12. The system of claim 11 wherein, if said speech recognition device determines that said spoken response indicates that said answering person is not said target person, said speech recognition system instructs said automated telephone calling device to initiate a prerecorded query asking for said target person.

13. The system of claim 11 wherein, if said speech recognition device determines that said spoken response indicates that said target person is not present at said location, said speech recognition system instructs said automated telephone calling device to initiate a prerecorded query asking to leave a message for said target person.

14. The system of claim 13 wherein said automated telephone calling device provides a prerecorded message to said answering person.

15. The system of claim 11 wherein, if said speech recognition device determines that said spoken response is a hold request, said speech recognition enters a wait state to wait for said target person to provide a spoken response to said telephone call.

16. The system of claim 15 wherein, when said speech recognition device determines that said target person has provided a spoken response to said telephone call, said speech recognition device initiates a speech recognition application with said target person.

17. The system of claim 11 wherein, if said speech recognition device determines that said spoken response is a request for the identity of the entity responsible for the automated calling device, the speech recognition system instructs said automated telephone calling device to initiate a prerecorded response indicating the identity of the entity and to repeat said prerecorded greeting which asks for the target person;

wherein, upon receiving a spoken response from the answering person, said speech recognition device performs a speech recognition analysis on said spoken response to determine the status of said spoken response.

18. The system of claim 11 wherein, if said speech recognition device determines that said spoken response indicates that said telephone number is not the correct number for the target person, said speech recognition system instructs said automated telephone calling device to initiate a prerecorded apology message and to terminate said telephone call.

19. The system of claim 11 wherein, if said speech recognition device cannot determine a status of said spoken response, said speech recognition system instructs said automated telephone calling device to repeat said prerecorded greeting which asks for the target person;

wherein, upon receiving a spoken response from the answering person, said speech recognition device performs a speech recognition analysis on said spoken response to determine the status of said spoken response.