Interactive computerized communications systems with voice input and output

• US RE34,587 E
• Filed: 09/11/1991
• Issued: 04/19/1994
• Est. Priority Date: 04/16/1986
• Status: Expired due to Term

• Current Assignee: Call-It Company
• Original Assignee: Call-It Company
• Inventors: Crane, Michael B., Sullivan, deceased, Neil W.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/761,170
• Time in Patent Office: 951 Days
• Field of Search: 379/67, 379/69, 379/74, 379/77, 379/80, 379/81, 379/84, 379/88, 379/89, 379/91, 379/92, 379/93, 379/95, 379/97, 381/51, 381/52, 381/53, 395/2
• US Class Current: 379/88.08
• CPC Class Codes: G06F 3/04895 Guidance during keyboard input operation, e.g. prompting
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• 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
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A computerized system (10) and method for collecting input information from a person connected by telephone (14) to the computerized system (10). The system (10) calls up predetermined audio information to establish a dialogue with the person. An operator (62) dynamically reviews the ongoing dialogues and can modify the set of audio information being used. The system (10) analyzes the correctness of the person'"'"'s input information and can request correction of the information or disconnect the person if a predetermined weighted error count is also exceeded. The person'"'"'s input information also provides important sales information such as the relationship between the number of sales and the degree of operator involvement with the dialogue, the time of day, week or season of the dialogue and the time required to complete the dialogue.

Claims

1. A computerized communications system for collecting input information from responses including voice responses provided by a person through a telephonic dialogue between the person and said system, comprising:

means for storing predetermined audio information, said audio information comprising digital data comprising questions and statements for carrying out said dialogue with the person;

computer means coupled to said means for storing for providing a predetermined sequence of audio signals generated from said predetermined audio information supplied from said storing means;

means for providing a telephonic connection between the person and said computer means, said means for providing a telephonic connection including means for coupling to a telephone network and for providing the person'"'"'s responses to the computer means;

means coupled to said computer means and to said means for providing a telephonic connection for providing an electronically modified form of the person'"'"'s responses to said computer means;

audio means coupled to the computer means and to said means for providing a telephonic connection for outputting audio message signals to the person responsive to said audio signals provided by said computer means, said computer means comprising means for determining if the person has provided a response and if the response is of sufficient duration and if not, for generating audio signals giving the person the option to selectively verify, correct, edit and add to said input information; and

digital storage means coupled to said computer means for collecting the modified form of said input information from the person, said computer means providing selected portions of said input information stored in said collecting means to the person during the dialogue for allowing the person the opportunity to selectively verify, correct, edit and add to the input information.

2. A computerized communications system for collecting input information from responses including voice responses of a person through a telephonic dialogue between the person and said system, comprising:

means for storing predetermined audio information, said audio information comprising digital data comprising questions and statements for carrying out said dialogue with the person;

computer means coupled to said means for storing for providing a predetermined sequence of audio signals generated from said predetermined audio information supplied from said storing means, said computer means executing a predetermined program of operation to generate said predetermined sequence of audio signals;

means for providing a telephonic connection between the person and said computer means;

means coupled to the means for providing a telephonic connection and to the computer means for providing an electronically modified form of the responses of the person to said computer means;

audio means coupled to said means for providing a telephonic connection and to said computer means for outputting audio message signals to the person responsive to said audio signals provided from said computer means;

digital storage means coupled to said computer means for collecting said input information, said computer means comprising means for analyzing said input information to determine if the person has provided a response and if the response is of sufficient duration and if not, for providing a selected audio signal to said audio means to provide the person with an audio message signal to selectively request more of said input information to complete said dialogue, said computer means further providing selected portions of said input information stored in said digital storage means to the person during said dialogue to enable the person to determine the accuracy of the input information stored in said digital storage means.

3. The system as defined in claim 2 wherein said computer means responsive to said predetermined audio information provides the person the option of selectively verifying and changing said input information.

4. A computerized communications system for collecting input information from responses including voice responses input by a person in a telephonic dialogue between the person and said system, comprising:

computer means;

means for completing a telephonic connection between the person and said computer means;

means for storing predetermined audio information in a digitized form, said information comprising questions and statements for carrying out the dialogue with the person, said storing means electrically coupled to said computer means;

said computer means comprising means for providing a predetermined sequence of audio signals responsive to the input of said predetermined audio information from said storing means;

audio means coupled to the computer means and to said means for completing a telephonic connection for outputting audio message signals to the person responsive to said sequence of audio signals from the computer means and said audio means further adapted for presenting the person, in response to the computer means, with selectable options in said audio message signals for providing said input information and for giving the person the option to selectively verify, correct, edit and add to the input information; and

digital storage means coupled to the computer means for collecting said input information and associating the input information with (a) the degree of operator involvement in said dialogue, and (b) the time required to complete said dialogue;

said computer means providing selected portions of said input information stored in said collecting means to the person during the dialogue for allowing the person the opportunity to selectively verify, correct, edit and add to the input information;

said computer means including means for statistically analyzing the input information and for correlating the input information to a file related to the person.

5. The computerized communications system as defined in claim 4 wherein said input information comprises the number of sales closed.

6. A computerized communications system for collecting input information from responses including voice responses provided by a person through a telephonic dialogue between the person and the system, comprising:

means for storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

computer means coupled to the storing means for providing a predetermined sequence of audio signals generated from the predetermined audio information in the storing means;

means for providing a telephonic connection between the person and the computer means;

means coupled to the computer means and to the means for providing a telephonic connection for supplying an electronically modified form of the person'"'"'s responses to the computer means, said means for supplying comprising analog to digital conversion means and means for receiving tone signals from the person'"'"'s telephone;

audio means coupled to the computer means and to the means for providing a telephonic connection for providing audio message signals to the person generated from the audio signals from the computer means, said audio means including digital to analog conversion means;

digital storage means for storing the input information coupled to the analog to digital conversion means and to said computer means;

said computer means including means for analyzing the input information from the person and for determining if a response exceeds a set maximum time limit or a period of silence in the response exceeds a preset minimum time limit said computer means further comprising means for evaluating the input information to determine if the person has provided a response and if the response is of sufficient duration and if not, for providing a selected audio signal to the audio means to provide the person with an audio message signal to selectively request more of said input information to complete the dialogue, said computer means further providing selected portions of said input information stored in said digital storage means to the person during the dialogue to enable the person to determine the accuracy of the input information stored in the digital storage means.

7. The computerized communications system recited in claim 6 wherein said computer means comprises means for generating audio signals giving the person the option to selectively verify, correct, edit and add to the input information during the dialogue.

8. A method for collecting input information from responses including voice responses provided by a person through a telephonic dialogue between the person and a computerized communication system comprising the steps of:

storing predetermined audio information in a digital memory, said audio information comprising questions and statements for carrying out said dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from said predetermined audio information;

providing a telephonic connection between the person and the computer means and providing an electronically modified form of the person'"'"'s responses to the statements and questions to the computer means;

determining if the person has provided a response and if the response is of sufficient duration and if not, outputting selected audio message signals to the person responsive to the audio signals provided by the computer means, said step of outputting further including generating audio signals giving the person an option to selectively verify, correct, edit and add to the input information; and

collecting the modified form of the input information in digital storage means from the person, and providing selected portions of the input information stored in the digital storage means to the person for giving the person the option to selectively verify, correct, edit and add to the input information.

9. A method for collecting input information from responses including voice responses of a person through a telephonic dialogue between the person and a computerized communication system comprising the steps of:

storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from the predetermined audio information the computer means executing a predetermined program of operation to generate the predetermined sequence of audio signals;

providing a telephonic connection between the person and the computer means;

providing an electronically modified form of the responses of the person to the computer means;

outputting audio message signals to the person responsive to the audio signals provided from the computer means;

collecting the input information and analyzing the input information to determine if the person has provided a response and if the response is of sufficient duration and if not, providing a selected audio signal to provide the person with an audio message signal to selectively request more of the input information to complete the dialogue, and further comprising the step of providing selected portions of the input information to the person during the dialogue to enable the person to determine the accuracy of the input information.

10. A method for collecting input information from responses including voice responses input by a person in a telephonic dialogue between the person and a computerized communication system comprising the steps of:

completing a telephonic connection between the person and the system;

storing predetermined audio information in a digitized form, the audio information comprising questions and statements for carrying out the dialogue with the person;

providing a predetermined sequence of audio signals responsive to the predetermined audio information;

outputting audio message signals to the person responsive to the sequence of audio signals from the computer means and presenting the person with selectable options in the audio message signals for providing the input information to the system and for giving the person the option to selectively verify, correct, edit and add to the input information;

collecting the input information and associating the input information with (a) the degree of operator involvement in the dialogue, and (b) the time required to complete the dialogue;

providing selected portions of said input information to the person during the dialogue for allowing the person the opportunity to selectively verify, correct, edit and add to the input information; and

statistically analyizing the input information and correlating the input information to a file related to the person. .Iadd.11. A computerized communications system for collecting input information from responses provided by a person through a telephonic dialogue between said person and said system, with the system being capable of receiving only voice responses from the person, comprising;

means for storing predetermined audio information, said audio information comprising digital data comprising questions and statements for carrying out said dialogue with the person;

computer means coupled to said means for storing for providing a predetermined sequence of audio signals generated from said predetermined audio information supplied from said storing means;

means for providing a telephonic connection between the person and said computer means, said means for providing a telephonic connection including means for coupling to a telephone network and for providing the person'"'"'s responses to the computer means;

means coupled to said computer means and to said means for providing a telephonic connection for providing an electronically modified form of the person'"'"'s responses to said computer means;

audio means coupled to the computer means and to said means for providing a telephonic connection for outputting audio message signals to the person responsive to said audio signals provided by said computer means, said computer means comprising means for determining if the person has provided a complete response and if it is determined that the response is not complete, for generating audio signals giving the person the option to selectively verify, correct, edit, and add to said input information; and

digital storage means coupled to said computer means for collecting the modified form of said input information from the person, said computer means providing selected portions of said input information stored in said collecting means to the person during the dialogue for allowing the person the opportunity to selectively verify, correct, edit, and add to the input information. .Iaddend. .Iadd.12. A computerized communications system for collecting input information from responses of a person through a telephonic dialogue between the person and said system, with the system being capable of receiving only voice responses from the person, comprising;

means for storing predetermined audio information, said audio information comprising digital data comprising questions and statements for carrying out said dialogue with the person;

computer means coupled to said means for storing predetermined audio information for providing a predetermined sequence of audio signals generated from said predetermined audio information supplied from said storing means, said computer means executing a predetermined program of operation to generate said predetermined sequence of audio signal;

means for providing a telephonic connection between the person and said computer means;

means coupled to the means for providing the telephonic connection and to the computer means for providing an electronically modified form of the responses of the person to said computer means;

audio means coupled to said means for providing a telephonic connection and to said computer means for outputting audio message signals to the person responsive to said audio signals provided from said computer means; and

digital storage means coupled to said computer means for collecting said input information, said computer means comprising means for analyzing said input information to determine if the person has provided a complete response and if it is determined that the response is not complete, for providing a selected audio signal to said audio means to provide the person with an audio message signal to selectively request more of said input information to complete said dialogue, said computer means further providing selected portions of said input information stored in said digital storage means to the person during said dialogue to enable the person to determine the accuracy of the input information stored in said digital storage means. .Iaddend. .Iadd.13. The system as defined in claim 12, wherein said computer means responsive to said predetermined audio information provides the person the option of selectively verifying and changing said input information. .Iaddend. .Iadd.14. A computerized communications system for collecting input information from responses provided by a person through a telephonic dialogue between the person and the system, with the system being capable of receiving only voice responses from the person, comprising;

means for storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

computer means coupled to the storing means for providing a predetermined sequence of audio signals generated from the predetermined audio information in the storing means;

means for providing a telphonic connection between the person and the computer means;

means coupled to the computer means and to the means for providing a telephonic connection for supplying an electronically modified form of the person'"'"'s responses to the computer means, said means for supplying comprising analog to digital conversion means and means for receiving tone signals from the person'"'"'s telephone;

audio means coupled to the computer means and to the means for providing a telephonic connection for providing audio message signals to the person generated from the audio signals from the computer means said audio mean including digital to analog conversion means;

digital storage means for storing the input information coupled to the analog to digital conversion means and to said computer means; and

said computer means including means for analyzing the input information from the person and for determining if a response exceeds a set maximum time limit or a period of silence in the response exceeds a preset minimum time limit, said computer means further comprising means for evaluating the input information to determine if the person has provided a complete response and if it is determined that the response is not complete, for providing a selected audio signal to the audio means to provide the person with an audio message signal to selectively request more of said input information to complete the dialogue, said computer means further providing selected portions of said input information stored in said digital storage means to the person during the dialogue to enable the person to determine the accuracy of the input information stored in the digital storage means. .Iaddend. .Iadd.15. The computerized communications system recited in claim 14, wherein said computer means comprises means for generating audio signals giving the person the option to selectively verify, correct, edit, and add to the input information during the dialogue. .Iaddend. .Iadd.16. A method for collecting input information from responses provided by a person through a telephonic dialogue between the person and a computerized communication system, with a system operating according to the method being capable of receiving only voice responses, comprising the steps of;

storing predetermined audio information in a digital memory, said audio information comprising questions and statements for carrying out said dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from said predetermined audio information;

providing a telephonic connection between the person and the computer means and providing an electronically modified form of the person'"'"'s responses to the statements and questions to the computer means;

determining if the person has provided a complete response and if it is determined that the response is not complete, outputting selected audio message signals to the person responsive to the audio signals provided by the computer means, said step of outputting further including generating audio signals giving the person an option to selectively verify, correct, edit, and add to the input information; and

collecting the modified form of the input information in digital storage means from the person, and providing selected portions of the input information stored in the digital storage means to the person for giving the person the option to selectively verify, correct, edit, and add to the input information. .Iaddend. .Iadd.17. A method for collecting input information from responses of a person through a telephonic dialogue between the person and a computerized communication system, with a system operating according to the method being capable of receiving only voice responses, comprising the steps of;

storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from the predetermined audio information, the computer means executing a predetermined program of operation to generate the predetermined sequence of audio signals;

providing a telephonic connection between the person and the computer means;

providing an electronically modified form of the responses of the person to the computer means;

outputting audio message signals to the person responsive to the audio signals provided from the computer means; and

collecting the input information and analyzing the input information to determine if the person has provided a complete response and if it is determined that the response is not complete, providing a selected audio signal to provide the person with an audio message signal to selectively request more of the input information to complete the dialogue, and further comprising the step of providing selected portions of the input information to the person during the dialogue to enable the person to determine the accuracy of the input information. .Iaddend. .Iadd.18. A method for collecting input information from responses of a person through a telephonic dialogue between the person and a computerized communication system, with a system operating according to the method being capable of receiving only voice responses, comprising the steps of;

storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from the predetermined audio information the computer means executing a predetermined program of operation to generate the predetermined sequence of audio signals;

providing a telephonic connection between the person and the computer means;

providing an electronically modified form of the responses of the person to the computer means;

outputting audio message signals to the person responsive to the audio signals provided from the computer means;

collecting the modified form of the input information in digital storage means from the person; and

analyzing the input information for determining if a response exceeds a set maximum time limit or a period of silence in the response exceeds a preset minimum time limit and further evaluating the input information to determine if the person has provided a complete response and if it is determined that the response is not complete, providing a selected audio signal to provide the person with an audio message signal to selectively request more of said input information to complete the dialogue, and further comprising the step of providing selected portions of the input information stored in said digital storage means to the person during the dialogue to enable the person to determine the accuracy of the input information. .Iaddend.