Providing automated voice responses with variable user prompting
US6385584B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Apr 30, 1999 |
| Grant date | May 7, 2002 |
| Priority date | — |
| Expiry date | Apr 30, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2201/40
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A voice response unit (VRU) includes a library of content equivalent messages and prompts which may be substituted for one another to vary the presentation of messages provided to a user and thereby more closely simulate a human operator. Groups of content equivalent messages and prompts include multiple audio files, each with a slightly different wording or phraseology, but conveying substantially the same information. After a particular message content is selected, the corresponding group of messages is identified and a random number is generated and used to select one of the audio files of the group for playback. The VRU may be included as part of an automated dialer or auto attendant. In such a system, a calling party is greeted by the VRU and is prompted by a randomly selected prompt to speak the name of the called party. The system accesses a telephone directory, attempts to identify a name corresponding to the name spoken, and dials the number. The caller may interrupt or request alternative processing during a predetermined time period after the system has selected and read back a closest matching name or its corresponding telephone number. If processing is halted by the ca…
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.