Voice templates for interactive voice mail and voice response system

• US 5,771,276 A
• Filed: 10/10/1995
• Issued: 06/23/1998
• Est. Priority Date: 10/10/1995
• Status: Expired due to Term

• Current Assignee: Samsung Electronics Co. Ltd.
• Original Assignee: AST Research, Inc. (Samsung Electronics Co. Ltd.)
• Inventors: Wolf, Richard J.
• Primary Examiner(s): Zele, Krista
• Assistant Examiner(s): Weaver, Scott L.
• Application Number:
  US08/541,494
• Time in Patent Office: 987 Days
• Field of Search: 379/67, 379/71, 379/72, 379/75, 379/76, 379/77, 379/88, 379/89, 395/2.67, 395/2.69, 395/2.78, 395/2.79, 395/2.8, 395/2.81, 395/2.85, 395/2.87, 395/702, 395/615, 395/326, 395/346, 395/348, 364/927, 364/130, 364/188, 364/191, 364/192, 364/193, 345/116, 704/258, 704/260, 704/269, 704/270, 704/271, 704/272, 704/276, 704/278
• US Class Current: 379/88.16
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 3/533 Voice mail systems
• CPC Class Codes: H04M 3/53383 Message registering commands or announcements; Greetings

Abstract

Method and a system for a user-customizable interactive voice mail/voice response system are disclosed. In a preferred embodiment, an interactive voice mail/voice response ("IVR") system of the present invention enables a user to build and operate custom IVR functions using voice templates. An interactive voice mail/voice response ("IVR") system of the present invention enables a user to build and operate custom IVR menus. The system comprises a voice menu system that includes a plurality of menus, each comprising a plurality of script records implemented using voice templates made up of voice template elements of various types, the characteristics and behavior of which will be determined by their user-designated type and the characteristic of the voice response record with which they are associated. As a result, the voice elements, and in turn, the voice templates they comprise, dynamically exhibit a behavior that is appropriate to the current environment. When the contents of a voice template are to be played over the telephone line, the voice elements are played sequentially such that the result is perceived as a whole that represents the entire phrase or sentence as described by the text representation of the voice template.

Claims

1. A method of implementing an interactive voice mail/voice response (IVR) system on a personal computer ("PC"), the method comprising the steps of:

creating a script for implementing a user-specified set of IVR functions, said script comprising a plurality of records each having a template associated therewith;

for each of said records, automatically splitting a text representation of said associated template into template elements and searching a database for said template elements;

for each of said template elements, assigning a type to said template element, said type defining characteristics of said template element; and

for each of said template elements, storing a text representation of and an audio file associated with said template element in said database.

2. The method of claim 1 wherein each of said template elements is a stock recording type, a custom recording type, a sound from key type, a name type, a text to speech type, or a number of items type.

3. The method of claim 2 further comprising recording a custom recording for each custom recording type template element.

4. The method of claim 1 further comprising testing each of said template elements.

5. The method of claim 4 further comprising, responsive to said testing, for each of said tested template elements:

displaying a list of template elements similar to said tested template element; and

responsive to user selection of one of said displayed template elements, substituting said selected template element for said tested template element in said script.

6. The method of claim 4 further comprising, responsive to said testing, for each of said template elements, playing an audio file associated with said template element to a user.

7. The method of claim 4 wherein said testing is performed by user-selection of a graphical display element ("GDE") presented on a display of said PC.

8. The method of claim 1 further comprising, responsive to user selection of a graphical display element ("GDE") presented on a display of said PC, displaying a list of text representations of template elements stored in said database.

9. A method of implementing an interactive voice mail/voice response (IVR) system on a personal computer ("PC") connected to a telephone line, the method comprising the steps of:

creating a script for implementing a user-specified set of IVR functions, said script comprising a plurality of records each having a template associated therewith;

for each of said records, automatically splitting a text representation of said associated template into template elements and searching a database to find said template elements;

for each of said template elements, assigning a type to said template element, said type defining characteristics of said template element; and

for each of said template elements, storing a text representation of and an audio file associated with said template element in said database;

testing each of said template elements; and

responsive to said testing, for each of said tested template elements, displaying a list of template elements similar to said tested template element and responsive to user selection of one of said displayed template elements, substituting said selected template element for said tested template element in said script.

10. The method of claim 9 wherein each of said template elements is a stock recording type, a custom recording type, a sound from key type, a name type, a text to speech type, or a number of items type.

11. The method of claim 10 further comprising recording a custom recording for each custom recording type template element.

12. The method of claim 9 further comprising, responsive to said testing, for each of said template elements, playing an audio file associated with said template element to a user.

13. The method of claim 9 wherein said testing is performed by user-selection of a graphical display element ("GDE") presented on a display of said PC.

14. The method of claim 9 further comprising, responsive to user selection of a graphical display element ("GDE") presented on a display of said PC, displaying a list of text representations of template elements stored in said database.

15. An apparatus for implementing an interactive voice mail/voice response (IVR) system on a personal computer ("PC"), the apparatus comprising:

means for creating a script for implementing a user-specified set of IVR functions, said script comprising a plurality of records each having a template associated therewith;

means for automatically splitting a text representation of said associated template of each of said records into template elements and searching a database to find said template elements;

means for assigning a type to each of said template elements, said type defining characteristics of said template element; and

means for storing a text representation of and an audio file associated with each of said template elements in said database.

16. The apparatus of claim 15 wherein each of said template elements is a stock recording type, a custom recording type, a sound from key type, a name type, a text to speech type, or a number of items type.

17. The apparatus of claim 16 further comprising means for recording a custom recording for each custom recording type template element.

18. The apparatus of claim 15 further comprising means for initiating testing each of said template elements.

19. The apparatus of claim 18 further comprising means responsive to said testing, for each of said tested template elements, for displaying a list of template elements similar to said tested template element and, responsive to user selection of one of said displayed template elements, substituting said selected template element for said tested template element in said script.

20. The apparatus of claim 18 further comprising means responsive to said testing, for each of said template elements, for playing an audio file associated with said template element to a user.

21. The apparatus of claim 18 wherein said means for initiating testing comprises a graphical display element ("GDE") presented on a display of said PC.

22. The apparatus of claim 15 further comprising, responsive to user selection of a graphical display element ("GDE") presented on a display of said PC, means for displaying a list of text representations of template elements stored in said database.

23. A computer program for implementing an interactive voice mail/voice response (IVR) system, the computer program being stored in a computer-readable medium for execution by a personal computer ("PC"), the computer program comprising:

instructions responsive to input from a user to create a script for implementing a user-specified set of IVR functions, said script comprising a plurality of records each having a template associated therewith;

instructions to automatically split a text representation of said associated template of each of said records into template elements and search a database for said template elements;

instructions for enabling a user to assign a type to each of said template elements, said type defining characteristics of said template element; and

instructions responsive to input from a user to store a text representation of and an audio file associated with each of said template elements in said database.

24. The computer program of claim 23 wherein each of said template elements is a stock recording type, a custom recording type, a sound from key type, a name type, a text to speech type, or a number of items type.

25. The computer program of claim 24 further comprising instructions for recording a custom recording for each custom recording type template element.

26. The computer program of claim 23 further comprising instructions for initiating testing each of said template elements.

27. The computer program of claim 26 further comprising instructions for displaying a list of template elements similar to said tested template element and, responsive to user selection of one of said displayed template elements, substituting said selected template element for said tested template element in said script.

28. The computer program of claim 26 further comprising instructions for playing an audio file associated with said tested template element to a user.

29. The computer program of claim 26 further comprising instructions for presenting a graphical display element ("GDE") on a display of said PC, wherein selection of said GDE initiates said testing.

30. The computer program of claim 23 further comprising instructions for displaying a list of text representations of template elements stored in said database responsive to user selection of a graphical display element ("GDE") presented on a display of said PC.