Asynchronous access to synchronous voice services

• US 20050055403A1
• Filed: 10/25/2002
• Published: 03/10/2005
• Est. Priority Date: 10/27/2001
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Brittan, Paul St. John
• Application Number:
  US10/493,330
• Publication Number:
  US 20050055403A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/14 Session management for real-time applications in data packet communications networks H04L65/1066
• CPC Class Codes: H04L 67/2895 Intermediate processing functionally located close to the data provider application, e.g. reverse proxies
• CPC Class Codes: H04L 67/56 Provisioning of proxy services store-and-forward switching systems in data switching networks H04L12/54
• CPC Class Codes: H04L 67/565 Conversion or adaptation of application format or content adding application control or application functional data H04L67/561
• CPC Class Codes: H04L 69/329 in the application layer [OSI layer 7]
• CPC Class Codes: H04L 9/40 Network security protocols
• 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 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/5307 for recording messages comprising any combination of audio and non-audio components

Abstract

The claims have been amended to clarify their scope having regard to the terms used and the operation of the described embodiments. More particularly, in claim 1:

• • The system by which user input is provided was originally referred to as an “asynchronous” system which is potentially misleading as the description makes it clear that the input can be collected by an audio server 33 (which would interact in a synchronous manner with respect to the user). Claim 1 is now clarified to indicate that it is the general interaction between the user and the synchronous transaction system that is asynchronous in nature rather than the operation of the user-input system. (though the latter could be asynchronous in operation). The qualification of the transaction system as a “voice” transaction system is potentially misleading because it is clear from the description that the interaction with the synchronous transaction system may occur at, for example, the VoiceXML script level without any voice signals being produced. Accordingly the qualification “voice” has been replaced by “human dialogue based”; whilst the term “human” is not explicitly present in the specification, it is implicit that the VoiceXML scripts mentioned in the description are or human dialogue. The asynchronous nature of the user interaction with the transaction system is now expressed in terms of the proxy seeking to respond to a request using input already provided by the user—that is, user input provided unprompted by the request. Of course, it may not be possible to respond to the transaction system on this basis and, in the described embodiment, the proxy may then fetch the required information from the user (or connect the user to the transaction system or simply notify the user without seeking a response). The independent method claim 16 has been amended along lines similar to claim 1 as has independent claim 31 (this latter claim is now directed to “an arrangement” since directing the claim to “a system” was confusing in view of two constituent elements also being systems). The amendments effected to the dependent claims are primarily to make these claims consistent with the amended independent claims though other clarifying amendments have also been made.

Claims

1. A proxy for enabling a user to interface asynchronously with a synchronous, human dialogue based, transaction system, the proxy being arranged to seek to respond to a dialogue request from the transaction system by using user input previously provided by the user unprompted by said request and received by the proxy from a user-input system.

2. A proxy according to claim 1, wherein the proxy is so arranged that, upon receiving a said request requesting data concerning a particular subject identified by a key, it seeks to match this key with the key of any key-value pairs in user input received from the user-input system;

the proxy being further arranged such that, upon a match being found, it returns the value of the matched key-value pair to the transaction system.

4. A proxy according to claim 1, wherein the proxy is so arranged that if the user input received from the user-input system is inadequate for responding to said request, the proxy connects the user to said transaction system.

5. A proxy according to claim 4, wherein the proxy is further arranged such that, upon the user being connected to the transaction system, it causes said transaction system to repeat said request.

6. A proxy according to claim 1, wherein the proxy is so arranged that if the user input received from the user-input system is inadequate for responding to said request, the proxy notifies the user.

7. A proxy according to claim 6, wherein said notification comprises a summary of results or request provided from said transaction system.

8. A proxy according to claim 2, wherein said proxy, in seeking to match a key received from the transaction system with the key of a user-input key-value pair, is arranged to use a data mapping table giving correspondences between keys used by the transaction system and keys used by the user-input system.

10. A proxy according to any preceding claim, wherein said proxy includes a response generator arranged to construct a response to said user upon receiving a concluding output from said transaction system.

11. A proxy according to claim 10, wherein said response generator includes a response method selector arranged to select the method of providing said reply.

12. A proxy according to claim 11, wherein said response method selector is arranged to select said method in response to a received user preference.

13. A proxy according to claim 12, wherein the proxy is arranged to retrieve said user preference from a stored user profile.

14. A proxy according to claim 11, wherein said response method selector is arranged to select said method so as to match the method used by the user-input system in obtaining the user input.

15. A proxy according to any one of claims 11 to 14, wherein said response method comprises at least one method selected from the list containing speech, e-mail, SMS text message and web pages.

3. (canceled)

9. (canceled)

16. A method for enabling a user to interface asynchronously with a synchronous, human dialogue based, transaction system, the method comprising providing an automated proxy that seeks to respond to a dialogue request from the transaction system by using user input previously provided by the user unprompted by said request and received by the proxy from a user-input system.

17. A method as claimed in claim 16, wherein said proxy, upon receiving a said request requesting data concerning a particular subject identified by a key, seeks to match this key with the key of any key-value pairs in user input received from the user-input system;

the proxy, upon a match being found, returning the value of the matched key-value pair to the transaction system.

19. A method according to claim 16, wherein if the user input received from the user-input system is inadequate for responding to said request, said proxy connects a user to said transaction system.

20. A method according to claim 19, wherein said proxy, upon the user being connected to the transaction system, causes said transaction system to repeat said request.

23. A method according to claim 16, wherein said proxy, in seeking to match a key received from the transaction system with the key of a user-input key-value pair, uses a data mapping table giving correspondences between keys used by the transaction system and keys used by the user-input system.

25. A method according to any one of claims 16 to 24, wherein said proxy includes a response generator that constructs a reply to said user in response to receiving a concluding output from said transaction system.

26. A method according to claim 25, wherein said response generator includes a response method selector that selects the method of providing said reply.

27. A method according to claim 26, wherein said response method selector selects said method in response to a received user preference.

28. A method according to claim 27, wherein said user preference is retrieved from a stored user profile.

29. A method according to claim 26, wherein said response method selector selects said method so as to match the method used by the user-input system in obtaining said user input.

30. A method according to any one of claims 26 to 29, wherein said method is selected from the list comprising speech, e-mail, SMS text message and web page communication.

18. (canceled)

21. A method according to claim 18, wherein if the user input received from the user-input system is inadequate for responding to said request, said proxy notifies the user.

22. A method according to claim 21, wherein sad notification comprises a summary of requests and results provided from said transaction system.

24. (anceled)

31. An arrangement comprising:

a user-input system for obtaining user input from a user;

a synchronous, human dialogue based, transaction system;

a proxy for enabling a user to interface asynchronously, via said user-input system, with the synchronous transaction system;

the proxy being arranged to seek to respond to a dialogue request from the transaction system by using user input previously provided by the user unprompted by said request and received by the proxy from the user-input system.

32. An arrangement according to claim 31, wherein the user-input system comprises a system for synchronously or asynchronously obtaining user input in natural language form and for deriving from this input key-value pairs for passing to the proxy.

33. An arrangement according to claim 31 and 32, wherein said synchronous transaction system comprises a plurality of voice mark-up language pages, a web server and a voice browser.

34. (canceled)