Conversation assistant

• US 10,368,211 B2
• Filed: 10/12/2015
• Issued: 07/30/2019
• Est. Priority Date: 08/06/2012
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Angel.com, Inc. (Genesys Cloud Services Incorporated)
• Inventors: Bouzid, Ahmed Tewfik, Perera, Prasanna Sajeewa Naleen, Rennyson, David James, Saylor, Michael Jerry, Dulam, Ashwini Swaroop Reddy, Hotz, Jonathan
• Primary Examiner(s): Bezuayehu, Solomon G
• Application Number:
  US14/881,116
• Publication Number:
  US 20160135025A1
• Time in Patent Office: 1,387 Days
• Field of Search: 379 8801- 8819
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: H04M 2201/39 using speech synthesis speech synthesis per se G10L13/00
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 2203/252 where a voice mode is enhanced with visual information
• CPC Class Codes: H04M 2203/253 where a visual mode is used instead of a voice mode
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 2250/74 with voice recognition means voice activated dialling H04M1/271; voice recognition algorithms G10L15/00
• CPC Class Codes: H04M 3/42153 by subscriber
• CPC Class Codes: H04M 3/42178 by downloading data to substation equipment
• CPC Class Codes: H04M 3/42204 Arrangements at the exchange for service or number selection by voice at the terminal H04M1/27
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04W 4/18 Information format or content conversion, e.g. adaptation by the network of the transmitted or received information for the purpose of wireless delivery to users or terminals
• CPC Class Codes: H04W 4/60 Subscription-based services using application servers or record carriers, e.g. SIM application toolkits

Abstract

Usage data associated with a user of a telephonic device is accessed by a remote learning engine. A service or a product that is likely to be of interest to the user is identified by the remote learning engine based on the accessed usage data. A recommended voice bundle application for the user is determined by the remote learning engine based on the accessed usage data, the recommended voice bundle application being a voice application that, when executed by the telephonic device, results in a simulated multi-step spoken conversation between the telephonic device and the user to enable the user to receive the identified service or the identified product. A recommendation associated with the recommended voice bundle application is transmitted from the remote learning engine to the telephonic device. The recommendation is presented by the telephonic device to the user through voice communications. The user through voice communications has accepted the recommendation determining is determined by the telephonic device. In response to determining that the user has accepted the recommendation, the recommended voice bundle application on the telephonic device is executed by the telephonic device.

Claims

1. A computer-implemented method comprising:

engaging, by a first application, in an interactive chat communication session with a user of a telephonic device;

identifying, by the first application, data indicative of prior interactions with one or more applications accessed via the telephonic device;

identifying, based on the identified data and based on the interactive chat communication session with the user, a service or a product that is likely to be of interest to the user of the telephonic device;

identifying a second application associated with the identified service or the identified product for recommendation to the user;

providing, by the first application, the recommendation for the identified second application;

determining whether the user has accepted the recommendation;

in response to determining that the user has accepted the recommendation, transmitting a signal to download the second application onto the telephonic device; and

executing the second application, by the first application, for enabling the user to receive the identified service or the identified product,

wherein the identified second application comprises a software application that includes instructions executable by the first application to perform a call flow, and

wherein the call flow comprises a sequence of at least two prompt instructions and at least two grammar instructions executable to result in a simulated multi-step spoken conversation between the first application and the user, each of the at least two prompt instructions being executable to ask for information from the user and each of the at least two grammar instructions being executable to interpret information spoken to the telephonic device by the user.

2. The method of claim 1, wherein each of the at least two prompt instructions is executable by the first application to ask for information from the user and each of the at least two grammar instructions is executable by the first application to interpret information spoken to the telephonic device by the user.

3. The method of claim 1, wherein providing the recommendation comprises initiating a communication to the user that audibly or visually presents the recommendation to the user.

4. The method of claim 3, wherein the communication occurs through execution of an initial call flow performed by the first application to simulate an initial multi-step spoken conversation between the telephonic device and the user that audibly presents the recommendation to the user, that solicits user acceptance or rejection of the recommendation, and that, conditioned on the user accepting the recommendation, is then followed by performance, by the first application, of the call flow associated with the identified second application to enable the user to receive the identified service or the identified product.

5. The method of claim 3, wherein the communication occurs by visually displaying as text to the user.

6. The method of claim 5, wherein the text is displayed during performance of an initial call flow by the first application to simulate an initial multi-step spoken conversation between the first application and the user that is distinct from the simulated multi-step spoken conversation corresponding to the identified second application.

7. The method of claim 1, further comprising updating usage data associated with the user in response to determining that the user has accepted the recommendation.

8. The method of claim 1, further comprising presenting, on a display of the telephonic device, a transcription of voice communications between the telephonic device and the user.

9. The method of claim 1, further comprising accessing usage data of one or more applications or usage data of one or more second applications installed on the telephonic device.

10. The method of claim 1, further comprising accessing compiled usage data of a particular group of users associated with the user.

11. The method of claim 1, wherein identifying the second application for recommendation to the user further comprises:

determining a contextual condition, wherein the contextual condition includes a time and a location for making the recommendation; and

making the recommendation in response to detecting satisfaction of the determined contextual condition.

12. The method of claim 1, wherein the identified second application is implemented using State Chart Extensible Markup Language (SCXML).

13. The method of claim 1, wherein identifying of the second application comprises identifying the second application based on the service or the product identified as being likely to be of interest to the user.

14. The method of claim 1, wherein the recommendation is a communication that recommends to the user that the user authorize the launching of the identified second application to facilitate the acquisition of the identified product or the identified service by the user.

18. The method of claim 1, wherein the second application is for engaging with the user in a multi-step voice interaction.

19. The method of claim 1, wherein the first application is an application hosted by the telephonic device.

15. A system comprising:

a processor; and

memory, wherein the memory includes instructions that cause the processor to;

engage, via a first application, in an interactive chat communication session with a user of a telephonic device;

identify, via the first application, data indicative of prior interactions with one or more applications accessed via the telephonic device;

identify, based on the identified data and based on the interactive chat communication session with the user, a service or a product that is likely to be of interest to the user of the telephonic device;

identify a second application associated with the identified service or the identified product for recommendation to the user;

provide, via the first application, the recommendation for the identified second application;

determine whether the user has accepted the recommendation;

in response to determining that the user has accepted the recommendation, transmit a signal to download the second application onto the telephonic device; and

execute the second application by the first application; and

a data store coupled to the processor for storing a plurality of second applications including the identified second application,

wherein the identified second application comprises a software application that includes instructions executable by the first application to perform a call flow, and

wherein the call flow comprises a sequence of at least two prompt instructions and at least two grammar instructions executable to result in a simulated multi-step spoken conversation between the first application and the user, each of the at least two prompt instructions being executable to ask for information from the user and each of the at least two grammar instructions being executable to interpret information spoken to the telephonic device by the user.

16. The system of claim 15, wherein each of the at least two prompt instructions is executable by the first application to ask for information from the user and each of the at least two grammar instructions is executable by the first application to interpret information spoken to the telephonic device by the user.

17. The system of claim 15, wherein providing the recommendation comprises initiating a communication to the user that audibly or visually presents the recommendation to the user.