US20040042592A1 - Method, system and apparatus for providing an adaptive persona in speech-based interactive voice response systems - Google Patents
Method, system and apparatus for providing an adaptive persona in speech-based interactive voice response systems Download PDFInfo
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- US20040042592A1 US20040042592A1 US10/230,708 US23070802A US2004042592A1 US 20040042592 A1 US20040042592 A1 US 20040042592A1 US 23070802 A US23070802 A US 23070802A US 2004042592 A1 US2004042592 A1 US 2004042592A1
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/08—Speech classification or search
- G10L15/18—Speech classification or search using natural language modelling
- G10L15/1822—Parsing for meaning understanding
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F8/00—Arrangements for software engineering
- G06F8/20—Software design
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/10—Office automation; Time management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M15/00—Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP
Definitions
- the present invention relates generally to customer service delivery and, more particularly, to providing adaptive customer service delivery via interactive voice response systems.
- IVR interactive voice response
- FIG. 1 illustrates a block diagram showing a system incorporating teachings of the present invention
- FIGS. 2 - 4 illustrate flow diagrams depicting a method incorporating teachings of the present invention for conducting a dialog exchange between an interactive voice response system and a user.
- FIGS. 1 through 4 wherein like numbers may be used to indicate like and corresponding parts.
- a single persona may be assigned to the IVR system.
- users of automated systems tend to view automated systems more favorably when the persona or personality of the system matches the user's personality.
- introverts and extroverts tend to be more satisfied with, likely to trust and likely to make a purchase from an automated system possessing voice characteristics similar to their own.
- FIG. 1 generally illustrates one embodiment of a customer service delivery solution incorporating teachings of the present invention and operable to provide automated or computer based customer service to callers using an interactive voice response (IVR) system.
- System 10 of FIG. 1 preferably enables an operator of a customer service call center, for example, to achieve, among other benefits, greater numbers of favorable responses to system prompts by matching the active persona of the IVR system 12 to one or more personality traits or characteristics of a current caller into the call center.
- system 10 preferably includes at least one IVR system 12 .
- IVR system 12 may include one or more traffic handling devices 14 .
- Traffic handling devices may include, but are not limited to, such devices as routers, switches, hubs, bridges, content accelerators, or other similar devices.
- one or more traffic handling devices 14 may be coupled between communications link 16 and computer system 18 .
- Communications technologies which may be used as communications link 16 include, but are not limited to, a PSTN (public switched telephone network), the Internet using voice over IP (Internet Protocol), such mobile technologies as satellite and PCS (personal communication service), as well as others.
- IVR system 12 having a component or storage system 20 which is maintained separately from computer system 18 , as depicted in FIG. 1, one or more traffic handling devices 14 may be included and coupled between computer system 18 and such a storage system 20 .
- traffic handling devices 14 may be included and coupled between computer system 18 and such a storage system 20 .
- storage system 20 or portions thereof may be incorporated into computer system 18 , according to teachings of the present invention.
- Computer system 18 may be constructed according to a variety of configurations. Preferably, however, computer system 18 includes one or more processors or microprocessors 22 .
- Processors or microprocessors 22 may include such computer processing devices as those manufactured by Intel, Advanced Micro Devices, Motorola, Transmeta, as well as others.
- Operably coupled to microprocessor(s) 22 are one or more memory devices 24 .
- Memory devices 24 may include, but are not limited to, such memory devices as SDRAM (synchronous dynamic random access memory), RDRAM (Rambus dynamic random access memory), FLASH memory, or other memory device operable to functioning with the microprocessor(s) 22 of choice.
- Communications interface 26 may employ wire-line and/or wireless technologies.
- wire-line based communications interfaces 26 may include, but are not limited to, such wire-line technologies as PSTN (public switched telephone networks), Ethernet, Token-Ring, coaxial, fiber optic, as well as others.
- wireless technology based communications interfaces 26 may include, but are not limited to, such wireless technologies as Bluetooth and IEEE (Institute of Electrical and Electronic Engineers) 802.11b, as well as others.
- component systems interfaces 28 are also preferably included and coupled to microprocessor 22 .
- component systems interfaces 28 preferably couple one or more component systems to microprocessor(s) 22 such that microprocessor(s) 22 may access the functionality included therein.
- component systems include storage system 20 , video displays, storage devices, scanners, CD-ROM (compact-disc-read only memory) systems, input/output devices, etc.
- Component systems interfaces 28 may include, for example, ISA (industry standard architecture) connections, PCI (peripheral component interconnect) connections, PCI-X (peripheral component interconnect-extended) connections, SCSI (small computer systems interface) connections, USB (universal serial bus) connections, FC-AL (fibre-channel arbitrated loop) connections, serial connections, parallel connections, Ethernet connections, IEEE 802.11b receivers/transmitters, Bluetooth receivers/transmitters, as well as others.
- component systems interfaces 28 may be provided to couple one or more components system internal to computer system 18 , such as hard disc drive (HDD) devices, CD-ROM read/write devices, etc., to microprocessor(s) 22 .
- HDD hard disc drive
- CD-ROM read/write devices etc.
- one or more traffic handling devices 14 may be coupled between computer system 18 and storage system 20 .
- storage system 20 may be included within or internal to computer system 18 .
- storage system 20 or one or more components thereof may be directly coupled to the one or more component systems interfaces 28 .
- Component or storage system 20 may include a variety of computing devices and is preferably not limited to one or more types of storage device.
- a plurality of storage devices preferably storing one or more applications and databases for use in accordance with teachings of the present invention, may be provided.
- component or storage system 20 may include one or more hard disc drive (HDD) devices 30 , digital linear tape (DLT) libraries (not expressly shown), CD-ROM libraries and/or one or more storage area networks (SAN) 32 .
- HDD hard disc drive
- DLT digital linear tape
- SAN storage area networks
- one or more HDD devices 30 may be included in computer system 18 with one or more SANs 32 included in storage system 20 .
- a variety of applications 34 may be used to leverage the functionality or processing capability of computer system 18 .
- a plurality of applications 34 may be effectively included in storage system 20 , on one or more HDD devices 30 and/or on one or more SANs 32 .
- one or more communications applications operable to establish a communication connection with one or more users via communication link 16 may be included in storage system 20 .
- one or more speech recognition or voice analysis applications are preferably included on HDD devices 30 and/or SAN 32 for use as described below.
- a variety of additional applications 34 may also be included on one or more of HDD devices 30 and/or SANs 32 .
- persona libraries 36 are preferably included on storage system 20 .
- Persona libraries 36 preferably include a plurality of IVR system personas, one or more of which may be selected for use during a transaction with a given user.
- the personas stored in persona libraries 36 may be pre-existing, i.e., a complete persona or one having a defined gender, rate of speech, system prompt menu, etc., needing only to be selected and activated for use in the IVR system.
- Each persona in the library may also include a number of styles or strategies.
- the library may include a first subset of prompts or scripted dialog designed to help novice callers, a second subset designed to help expert callers, a third subset designed to sound sympathetic and soothing and a fourth subset designed to be more abrupt.
- These different subsets or styles may be produced by altering characteristics of the persona such as speaking rate, choice of formal or informal words, use of terse or verbose utterances, etc.
- IVR system 12 may dynamically change from one style to another in response to detected changes in the speech characteristics of a caller.
- persona libraries 36 may contain a plurality of IVR system persona components, such as gender, rate of speech, tone, inflection, prompt menus, etc.
- An overall IVR system persona may be selected and compiled from selected components to create an IVR system persona which has been determined, according to teachings of the present invention, to be the persona most likely to elicit favorable responses from the user as well as to achieve other benefits.
- one or more user persona profiles 38 may be stored on HDD devices 30 and/or on SANs 32 .
- the IVR system 12 may be implemented such that the user can be identified, e.g., from one or more call characteristics, and the user's preferred or most recent IVR system persona may be initiated by the IVR system 12 .
- one or more responses from the user to prompts from the user's stored persona 38 may initiate a change in the persona used to complete the user's desired transaction.
- method 50 preferably identifies one or more personality traits or characteristics of a caller or user and activates an IVR system persona likely to put the user at ease during the user's interaction with the IVR system 12 , elicit desirable responses to IVR system 12 prompts, such as sales prompts, as well as achieve other benefits.
- Method 50 may be implemented in a variety of ways.
- method 50 may be implemented in the form of a program of instructions storable on and readable or executable from one or more computer readable media such as floppy discs, CD-ROM, HDD devices, FLASH memory, etc.
- method 50 may be implemented in one or more ASIC (application specific integrated circuits).
- method 50 may be implemented using both ASIC and computer readable media.
- Other methods of enabling method 50 to be stored and/or executed by a computer system, such as system 18 are contemplated and considered within the scope of the present invention.
- Alternative embodiments of the invention also include computer-usable media encoding logic such as computer instructions for performing the operations of the invention.
- Such computer-usable media may include, without limitation, storage media such as floppy disks, hard disks, CD-ROMs, read-only memory, and random access memory; as well as communications media such as wires, optical fibers, microwaves, radio waves, and other electromagnetic or optical carriers.
- the control logic may also be referred to as a program product.
- method 50 begins at 52 where IVR system 12 is preferably initialized. Upon initialization of IVR system 12 at 52 , method 50 preferably proceeds to 54 .
- method 50 preferably remains or loops in a wait-state where a call from a user may be awaited.
- IVR system 12 may perform additional tasks, i.e., multi-task, while in a wait-state at 54 .
- IVR system 12 may perform one or more other computing or data processing functions while awaiting an incoming call at 54 .
- Method 50 preferably maintains IVR system 12 in a wait-state at 54 while there is no call detected or being received on communications link 16 .
- one or more escape routines may be run alongside or in conjunction with method 50 which will enable a system administrator or other IVR system 12 operator to interrupt method 50 and thereby free up one or more resources of IVR system 12 .
- method 50 preferably proceeds to 56 where a communication connection between IVR system 12 and the user's communications device 40 may be established.
- User communications device 40 is preferably operable to allow a user to submit voice, touch-tone or other responses to prompts communicated from IVR system 12 .
- Examples of user communications devices include, but are not limited to, telephones, mobile phones, PDAs (personal digital assistant), personal computers, portable computers, etc.
- a user may contact IVR system 12 via communications link 16 .
- Establishing a communications connection by IVR system 12 can include initiating a program or software sequence operable to accept an incoming call from a calling user.
- IVR system 12 may include functionality operable to permit IVR system 12 to initiate contact with one or more users.
- IVR system 12 may be configured with auto-dialer type capabilities. Other methods of establishing a communication connection between IVR system 12 and a user communication device 40 are contemplated within the scope and spirit of the present invention.
- IVR system 12 may be configured to evaluate or identify one or more characteristics of the call or communication connection from the current user at 58 . For example, if the user dialed into a specific one of a plurality of IVR system 12 access numbers, the specific number dialed might be associated with users from a specific geographic region, a specific service, sale, lease or use of a specific product, etc. In addition, IVR system 12 may also be configured to determine whether the user is calling during a holiday, at a particular time of day, etc. IVR system 12 may be further configured with automatic number identification (ANI), enabling IVR system 12 to identify one or more personal, geographic or other characteristic of the user from their calling number by referring to a customer database.
- ANI automatic number identification
- a first prompt for the user may be generated.
- the first prompt generated by IVR system 12 includes a request for a user response.
- the request for a user response will preferably encourage the user to respond with a spoken or verbal response.
- the request for a user response may assume other preferred constructs.
- the text, voice, gender, rate of speech and other characteristics of the first prompt may be determined or dictated by the information gathered from the user's incoming call, from one or more IVR system 12 settings, as well as from other factors.
- method 50 Upon generation of a first user prompt at 60 , method 50 preferably proceeds to 62 .
- the first user prompt may be communicated to the user.
- IVR system 12 preferably communicates the first prompt to the user over communications link 16 to user communication device 40 via communications interface 26 .
- the first prompt may be generated using one or more speech generation applications and/or hardware devices and according to the IVR system persona then in effect, e.g., a default IVR system persona or an IVR system persona identified from one or more call characteristics.
- method 50 Upon communication of the first prompt to the user at 62 , method 50 preferably proceeds to 64 .
- IVR system 12 preferably awaits a user response to the first prompt. To avoid trapping IVR system 12 in a loop waiting for the current user to respond to the first prompt, if no response is detected within a reasonable delay after prompting, method 50 preferably proceeds to 66 .
- a determination is made as to whether a predetermined amount of overall or total wait time for a user response has been exhausted. If the predetermined amount of overall or total wait time has not been exhausted, method 50 preferably loops at 66 until such an amount of time has lapsed or passed.
- method 50 preferably proceeds to 68 .
- IVR system 12 may determine whether a predetermined number of first prompt communication attempts have been exhausted. Again, to aid in the avoidance of locking IVR system 12 in a loop waiting for a user response, a limit to the number of first prompt communication attempts may be implemented in method 50 .
- method 50 preferably returns to 62 where the first prompt may again be communicated to the user. Upon re-prompting the user, method 50 preferably reiterates through the processes indicated at 64 , 66 and 68 . However, if at 68 it is determined that the number of first prompt communication attempts has been exhausted, method 50 preferably proceeds to 70 where the communication connection with the current user is preferably severed. Once the communications link between the current user and IVR system 12 has been severed, method 50 preferably returns to 54 where the next user call may be awaited.
- IVR system 12 may transfer the caller to a human operator.
- Method 50 preferably proceeds to 72 of FIG. 3 as a result of the detection of a user response to the first IVR system prompt at 64 of FIG. 2.
- the detected and received user response is preferably interrogated or otherwise analyzed to identify one or more of its characteristics.
- IVR system 12 will preferably identify one or more speech characteristics associated with the verbal response.
- the characteristics of speech which may be analyzed by IVR system 12 include, but are not limited to, the speaker's gender, rate of speech, fundamental frequency, frequency range, and amplitude. According to behavioral research, for example, an introvert can be discerned from an extrovert by analyzing the rate, fundamental frequency, frequency range and amplitude of the speaker's speech. Many other speech characteristics may be identified from a speaker's speech and used in the method of the present invention.
- the delay between an IVR system 12 prompt and the user response may also be monitored and analyzed by IVR system 12 , for example, to determine whether the current user is a novice or experienced IVR system 12 user. Additional characteristics or parameters of a user's responses to IVR system 12 prompts may be monitored and analyzed without departing from the spirit and scope of the present invention.
- IVR system 12 may begin processing the user response at 74 generally concurrently with the analysis of the user response at 72 . For example, if the first prompt generated by IVR system 12 at 60 presented a plurality of transaction options from which the user was to select one, processing the user's response and selection of a desired transaction at 74 would allow IVR system 12 to initiate the desired user transaction. Alternatively, if the first prompt generated by IVR system 12 requested the caller's IVR system 12 user identifier, for example, any information associated with the user identifier stored by the IVR system 12 may be retrieved at 74 before, after or generally concurrent with the analysis and identification of the speech characteristics of the user's response at 72 .
- IVR system 12 may interrogate one or more of the persona libraries 36 preferably stored in storage system 20 on HDD device 30 and/or SAN 32 .
- One goal of the persona library 36 interrogation at 76 is for IVR system 12 to identify a persona available in a persona library 36 which best comports with or matches the current personality or demeanor of the user.
- IVR system 12 may be configured to select from a plurality of persona characteristics to create an IVR system persona which best matches the current personality or demeanor of the user.
- IVR system 12 persona that comports with or matches the current personality or demeanor of the user, according to teachings of the present invention, the user's interaction with IVR system 12 is more likely to be relaxed and the user is more likely to favorably respond to IVR system 12 prompts.
- the personality or demeanor of a user may be defined in a variety of ways.
- a user personality or demeanor may include IVR system 12 analysis to determine whether a user is likely a novice or experienced IVR system 12 user.
- a user's personality or demeanor may include the gender of the caller, whether the caller may be characterized as an introvert or extrovert, whether the user is agitated, seems confused or is questioning the system.
- IVR system 12 may be configured to identify when a user is struggling with the system by recognizing that a user has increased the duration and amplitude of their speech. Further, IVR system 12 may be configured to identify tension in a user's voice.
- Other categories or types of user personalities or demeanors are considered within the scope of the present invention.
- an IVR system persona is selected or created at 78 .
- the IVR system 12 persona may be activated at 80 .
- Activation of an IVR system persona may include, but is not limited to, loading one or more person characteristic, i.e., gender, speech rate, etc., into a memory accessible to voice generation software or hardware.
- the persona of IVR system 12 can have a significant impact on the responsiveness of a user. Accordingly, selection of a preferable, optimal or appropriate IVR system persona and the subsequent dialog exchange with the user in accordance with the IVR system persona provide computer-based call centers an advantage over single persona IVR system 12 based call centers.
- a plurality of user prompts may be generated by IVR system 12 in accordance with the IVR system persona selected at 78 . For example, if it is determined that the current user is an experienced IVR system 12 user, quick, brief system prompts may be included in the preferred persona. Similarly, if it is determined that the user is a novice user or is struggling with system, slow, detailed instructions may be provided in accordance with the selected or created persona.
- the plurality of user prompts generated at 82 are generally directed to completing a user desired transaction, i.e., the purpose for which the current user contacted IVR system 12 , such as to check a balance or pay on an account.
- method 50 preferably proceeds to 84 where the one or more user prompts may be communicated to the user.
- IVR system 12 determines at 72 that the current user is a shy male seeking to check an account balance
- the selected IVR system persona may have the characteristics of being a soft spoken male that prompts the user for an account number, asks whether the user would like an account statement mailed to his address of record or whether the user would like his balance spoken to him over the communications link, etc.
- method 50 preferably proceeds to 86 where a user response to the prompt is awaited. In the event a user response is not detected within a reasonable delay after prompting, method 50 preferably proceeds to 88 . At 88 , a determination is made as to whether a predetermined overall or total wait period for a user response to the IVR system 12 prompt has been exhausted. In the event that the predetermined time period has not been exhausted, method 50 preferably loops at 88 until the predetermined time period has been exhausted. Once the predetermined time period has been exhausted, method 50 preferably proceeds to 90 .
- Method 50 preferably proceeds to 94 of FIG. 4 in response to detection or reception of a user response to the IVR system 12 prompt directed to completing the desired user transaction communicated at 84 .
- each user response to an IVR system prompt may be evaluated for a change in the user's personality or demeanor.
- only selected user responses to IVR system prompts may be evaluated for a change in the user's personality or demeanor.
- IVR system 12 may process the user response in furtherance of the desired user transaction, as indicated at 96 .
- IVR system 12 preferably compares or otherwise determines whether any differences exist between the user's current personality or demeanor and the personality or demeanor previously detected, e.g., at 72 of FIG. 3. Specifically, according to teachings of the present invention, IVR system 12 is attempting to monitor the user's personality or demeanor to determine whether a new IVR system persona or change in style of the current persona is likely to elicit more favorable responses from the user, put the user at ease, or otherwise enhance the user's interaction with IVR system 12 . In addition, IVR system 12 may be configured to detect whether the user is having difficulty using or interacting with the system and to access and communicate one or more help prompts to aid the user in such instances.
- method 50 may return to 76 of FIG. 3 where the one or more persona libraries 36 may again be interrogated to identify one or more IVR system personas which best comport or match the user's current demeanor or personality.
- the style of the current persona may be changed or one or more persona characteristics may be compiled to create an overall IVR system persona which best matches or comports with the user's present demeanor or personality.
- method 50 preferably again proceeds through selection at 78 and activation at 80 of a new IVR system persona or style. If at 98 there is no detected change in the user's demeanor or personality detected, method 50 preferably proceeds to 100 .
- IVR system 12 preferably determines whether the desired user transaction has been completed, i.e., whether the user has received all desired information or whether the user has provided all of the information requested by IVR system 12 . If it is determined at 100 that the desired user transaction is incomplete, method 50 preferably returns to 82 of FIG. 3 where the next prompt in the sequence of prompts directed to completing a desired user transaction may be generated for communication at 84 .
- method 50 may proceed to 102 .
- personas for users of IVR system 12 may be stored for use during subsequent transactions or dialog exchanges with the user.
- the persona for the last transaction with the current user for example, may be stored in one or more stored user persona profiles 38 on one or more HDD devices 30 or SANs 32 .
- stored user persona profiles 38 may be used by IVR system 12 in those instances where the caller can be identified prior to the communication of the first prompt to the user as well as in other instances.
- method 50 After the persona for the current user has been stored, method 50 preferably proceeds to 104 where the communications link with the user may be severed. Once the communications link has been effectively severed, method 50 preferably returns to 54 of FIG. 2 where IVR system 12 may await the next incoming call.
- a stored user persona 38 may be used to implement one or more security measures. For example, if a stored user persona 38 is supposed to be used by only one user, when IVR system 12 detects a suspect voice pattern a security alert may be generated. Such a security alert might prompt the user to enter an additional password. Alternatively, such an alert might notify IVR system 12 personnel of the potential breach and leave the matter for the personnel to address. Alternative embodiments of securing a user account using teachings of the present invention are contemplated and considered within the scope hereof.
Abstract
Description
- The present invention relates generally to customer service delivery and, more particularly, to providing adaptive customer service delivery via interactive voice response systems.
- In many telecommunications based customer service departments, interactive voice response (IVR) systems are employed to handle customer calls which may not require a human operator's assistance. In typical IVR systems, the caller or user and the IVR system generally proceed through desired transactions using a series of dialog exchanges. Such exchanges may include IVR system prompts and user touch-tone responses, voice responses or some combination thereof. Due to the cost savings of IVR system use, typically through the reduction in customer service staff, IVR systems continue to enjoy widespread use. However, IVR system technology has yet to be perfected.
- A more complete understanding of the present embodiments and advantages thereof may be acquired by referring to the following description taken in conjunction with the accompanying drawings, in which like reference numbers indicate like features, and wherein:
- FIG. 1 illustrates a block diagram showing a system incorporating teachings of the present invention; and
- FIGS.2-4 illustrate flow diagrams depicting a method incorporating teachings of the present invention for conducting a dialog exchange between an interactive voice response system and a user.
- Preferred embodiments and their advantages are best understood with reference to FIGS. 1 through 4, wherein like numbers may be used to indicate like and corresponding parts.
- In most IVR system implementations, a single persona may be assigned to the IVR system. However, according to behavioral research, users of automated systems tend to view automated systems more favorably when the persona or personality of the system matches the user's personality. For example, a recent study suggests that introverts and extroverts tend to be more satisfied with, likely to trust and likely to make a purchase from an automated system possessing voice characteristics similar to their own. Similarly, evidence exists showing that many IVR system users prefer an IVR system having a system voice matching their own gender.
- FIG. 1 generally illustrates one embodiment of a customer service delivery solution incorporating teachings of the present invention and operable to provide automated or computer based customer service to callers using an interactive voice response (IVR) system.
System 10 of FIG. 1 preferably enables an operator of a customer service call center, for example, to achieve, among other benefits, greater numbers of favorable responses to system prompts by matching the active persona of theIVR system 12 to one or more personality traits or characteristics of a current caller into the call center. - As depicted in FIG. 1,
system 10 preferably includes at least oneIVR system 12. In one embodiment,IVR system 12 may include one or moretraffic handling devices 14. Traffic handling devices may include, but are not limited to, such devices as routers, switches, hubs, bridges, content accelerators, or other similar devices. As depicted, one or moretraffic handling devices 14 may be coupled betweencommunications link 16 andcomputer system 18. Communications technologies which may be used ascommunications link 16 include, but are not limited to, a PSTN (public switched telephone network), the Internet using voice over IP (Internet Protocol), such mobile technologies as satellite and PCS (personal communication service), as well as others. - In an embodiment of
IVR system 12 having a component orstorage system 20 which is maintained separately fromcomputer system 18, as depicted in FIG. 1, one or moretraffic handling devices 14 may be included and coupled betweencomputer system 18 and such astorage system 20. As described below,storage system 20 or portions thereof may be incorporated intocomputer system 18, according to teachings of the present invention. -
Computer system 18 may be constructed according to a variety of configurations. Preferably, however,computer system 18 includes one or more processors ormicroprocessors 22. Processors ormicroprocessors 22 may include such computer processing devices as those manufactured by Intel, Advanced Micro Devices, Motorola, Transmeta, as well as others. Operably coupled to microprocessor(s) 22 are one ormore memory devices 24.Memory devices 24 may include, but are not limited to, such memory devices as SDRAM (synchronous dynamic random access memory), RDRAM (Rambus dynamic random access memory), FLASH memory, or other memory device operable to functioning with the microprocessor(s) 22 of choice. - Also operably coupled to microprocessor(s)22 are one or
more communications interfaces 26.Communications interface 26 may employ wire-line and/or wireless technologies. For example, wire-line basedcommunications interfaces 26 may include, but are not limited to, such wire-line technologies as PSTN (public switched telephone networks), Ethernet, Token-Ring, coaxial, fiber optic, as well as others. Examples of wireless technology basedcommunications interfaces 26 may include, but are not limited to, such wireless technologies as Bluetooth and IEEE (Institute of Electrical and Electronic Engineers) 802.11b, as well as others. - One or more
component systems interfaces 28 are also preferably included and coupled tomicroprocessor 22. According to teachings of the present invention, component systems interfaces 28 preferably couple one or more component systems to microprocessor(s) 22 such that microprocessor(s) 22 may access the functionality included therein. Examples of component systems includestorage system 20, video displays, storage devices, scanners, CD-ROM (compact-disc-read only memory) systems, input/output devices, etc.Component systems interfaces 28 may include, for example, ISA (industry standard architecture) connections, PCI (peripheral component interconnect) connections, PCI-X (peripheral component interconnect-extended) connections, SCSI (small computer systems interface) connections, USB (universal serial bus) connections, FC-AL (fibre-channel arbitrated loop) connections, serial connections, parallel connections, Ethernet connections, IEEE 802.11b receivers/transmitters, Bluetooth receivers/transmitters, as well as others. In addition,component systems interfaces 28 may be provided to couple one or more components system internal tocomputer system 18, such as hard disc drive (HDD) devices, CD-ROM read/write devices, etc., to microprocessor(s) 22. - As illustrated in FIG. 1 and mentioned above, one or more
traffic handling devices 14 may be coupled betweencomputer system 18 andstorage system 20. In an alternate embodiment, however,storage system 20 may be included within or internal tocomputer system 18. In such an embodiment,storage system 20 or one or more components thereof may be directly coupled to the one or morecomponent systems interfaces 28. - Component or
storage system 20 may include a variety of computing devices and is preferably not limited to one or more types of storage device. In the embodiment ofstorage system 20 illustrated in FIG. 1, a plurality of storage devices, preferably storing one or more applications and databases for use in accordance with teachings of the present invention, may be provided. Specifically, component orstorage system 20 may include one or more hard disc drive (HDD)devices 30, digital linear tape (DLT) libraries (not expressly shown), CD-ROM libraries and/or one or more storage area networks (SAN) 32. In yet another embodiment ofIVR system 12, one ormore HDD devices 30 may be included incomputer system 18 with one ormore SANs 32 included instorage system 20. - As with many computer systems, a variety of
applications 34 may be used to leverage the functionality or processing capability ofcomputer system 18. In the present invention, a plurality ofapplications 34 may be effectively included instorage system 20, on one ormore HDD devices 30 and/or on one ormore SANs 32. For example, one or more communications applications operable to establish a communication connection with one or more users viacommunication link 16 may be included instorage system 20. In addition, one or more speech recognition or voice analysis applications are preferably included onHDD devices 30 and/orSAN 32 for use as described below. A variety ofadditional applications 34 may also be included on one or more ofHDD devices 30 and/orSANs 32. - As will be described in more detail below with respect to one embodiment of a method according to the present invention, one or
more persona libraries 36 are preferably included onstorage system 20.Persona libraries 36 preferably include a plurality of IVR system personas, one or more of which may be selected for use during a transaction with a given user. In one embodiment, the personas stored inpersona libraries 36 may be pre-existing, i.e., a complete persona or one having a defined gender, rate of speech, system prompt menu, etc., needing only to be selected and activated for use in the IVR system. Each persona in the library may also include a number of styles or strategies. For example, within a persona designed to communicate like a calm, caring, mature female (i.e., a motherly persona), the library may include a first subset of prompts or scripted dialog designed to help novice callers, a second subset designed to help expert callers, a third subset designed to sound sympathetic and soothing and a fourth subset designed to be more abrupt. These different subsets or styles may be produced by altering characteristics of the persona such as speaking rate, choice of formal or informal words, use of terse or verbose utterances, etc. As described below,IVR system 12 may dynamically change from one style to another in response to detected changes in the speech characteristics of a caller. - In an alternate embodiment,
persona libraries 36 may contain a plurality of IVR system persona components, such as gender, rate of speech, tone, inflection, prompt menus, etc. An overall IVR system persona may be selected and compiled from selected components to create an IVR system persona which has been determined, according to teachings of the present invention, to be the persona most likely to elicit favorable responses from the user as well as to achieve other benefits. - Also as described below with respect to one embodiment of a method of the present invention, one or more
user persona profiles 38 may be stored onHDD devices 30 and/or onSANs 32. According to teachings of the present invention, when a repeat usercontacts IVR system 12, theIVR system 12 may be implemented such that the user can be identified, e.g., from one or more call characteristics, and the user's preferred or most recent IVR system persona may be initiated by theIVR system 12. As will be described in more detail below, one or more responses from the user to prompts from the user'sstored persona 38 may initiate a change in the persona used to complete the user's desired transaction. - Referring now to FIGS. 2 through 4, a method for conducting a dialog exchange between a user and an
IVR system 12 is generally depicted. In general,method 50 preferably identifies one or more personality traits or characteristics of a caller or user and activates an IVR system persona likely to put the user at ease during the user's interaction with theIVR system 12, elicit desirable responses toIVR system 12 prompts, such as sales prompts, as well as achieve other benefits. -
Method 50 may be implemented in a variety of ways. For example,method 50 may be implemented in the form of a program of instructions storable on and readable or executable from one or more computer readable media such as floppy discs, CD-ROM, HDD devices, FLASH memory, etc. Alternatively,method 50 may be implemented in one or more ASIC (application specific integrated circuits). In a further embodiment,method 50 may be implemented using both ASIC and computer readable media. Other methods of enablingmethod 50 to be stored and/or executed by a computer system, such assystem 18, are contemplated and considered within the scope of the present invention. - Alternative embodiments of the invention also include computer-usable media encoding logic such as computer instructions for performing the operations of the invention. Such computer-usable media may include, without limitation, storage media such as floppy disks, hard disks, CD-ROMs, read-only memory, and random access memory; as well as communications media such as wires, optical fibers, microwaves, radio waves, and other electromagnetic or optical carriers. The control logic may also be referred to as a program product.
- Specifically referring to FIG. 2,
method 50 begins at 52 whereIVR system 12 is preferably initialized. Upon initialization ofIVR system 12 at 52,method 50 preferably proceeds to 54. - At54,
method 50 preferably remains or loops in a wait-state where a call from a user may be awaited. As with many computer-based systems,IVR system 12 may perform additional tasks, i.e., multi-task, while in a wait-state at 54. In other words,IVR system 12 may perform one or more other computing or data processing functions while awaiting an incoming call at 54.Method 50 preferably maintainsIVR system 12 in a wait-state at 54 while there is no call detected or being received oncommunications link 16. As with many computer-based systems, one or more escape routines may be run alongside or in conjunction withmethod 50 which will enable a system administrator orother IVR system 12 operator to interruptmethod 50 and thereby free up one or more resources ofIVR system 12. - Once an incoming call is detected or being received at54,
method 50 preferably proceeds to 56 where a communication connection betweenIVR system 12 and the user'scommunications device 40 may be established.User communications device 40 is preferably operable to allow a user to submit voice, touch-tone or other responses to prompts communicated fromIVR system 12. Examples of user communications devices include, but are not limited to, telephones, mobile phones, PDAs (personal digital assistant), personal computers, portable computers, etc. - As mentioned above, a user may contact
IVR system 12 via communications link 16. Establishing a communications connection byIVR system 12 can include initiating a program or software sequence operable to accept an incoming call from a calling user. Alternatively,IVR system 12 may include functionality operable to permitIVR system 12 to initiate contact with one or more users. For example,IVR system 12 may be configured with auto-dialer type capabilities. Other methods of establishing a communication connection betweenIVR system 12 and auser communication device 40 are contemplated within the scope and spirit of the present invention. - In one embodiment of
method 50,IVR system 12 may be configured to evaluate or identify one or more characteristics of the call or communication connection from the current user at 58. For example, if the user dialed into a specific one of a plurality ofIVR system 12 access numbers, the specific number dialed might be associated with users from a specific geographic region, a specific service, sale, lease or use of a specific product, etc. In addition,IVR system 12 may also be configured to determine whether the user is calling during a holiday, at a particular time of day, etc.IVR system 12 may be further configured with automatic number identification (ANI), enablingIVR system 12 to identify one or more personal, geographic or other characteristic of the user from their calling number by referring to a customer database. - Using either the information gathered from the user's incoming call or from one or
more IVR system 12 configurations and settings,method 50 preferably then proceeds to 60 where a first prompt for the user may be generated. Preferably, the first prompt generated byIVR system 12 includes a request for a user response. Further, the request for a user response will preferably encourage the user to respond with a spoken or verbal response. Depending on the type of communications link 16, anduser communication device 40, the request for a user response may assume other preferred constructs. The text, voice, gender, rate of speech and other characteristics of the first prompt may be determined or dictated by the information gathered from the user's incoming call, from one ormore IVR system 12 settings, as well as from other factors. - In one embodiment of the present invention,
IVR system 12 may identify the user from one or more communication link characteristics of the user's incoming call and accesses a stored user persona profile for the calling user, such as a persona from stored user persona profiles 38. For example, ANI information may be used to identify the caller. The stored user persona profile may contain theIVR system 12 persona used during the user's last call, for example. The first prompt may be generated based on one or more speech parameters identified in the stored user persona profile. - Upon generation of a first user prompt at60,
method 50 preferably proceeds to 62. At 62, the first user prompt may be communicated to the user. In general,IVR system 12 preferably communicates the first prompt to the user over communications link 16 touser communication device 40 viacommunications interface 26. The first prompt may be generated using one or more speech generation applications and/or hardware devices and according to the IVR system persona then in effect, e.g., a default IVR system persona or an IVR system persona identified from one or more call characteristics. - Upon communication of the first prompt to the user at62,
method 50 preferably proceeds to 64. At 64,IVR system 12 preferably awaits a user response to the first prompt. To avoid trappingIVR system 12 in a loop waiting for the current user to respond to the first prompt, if no response is detected within a reasonable delay after prompting,method 50 preferably proceeds to 66. At 66, a determination is made as to whether a predetermined amount of overall or total wait time for a user response has been exhausted. If the predetermined amount of overall or total wait time has not been exhausted,method 50 preferably loops at 66 until such an amount of time has lapsed or passed. - Once the predetermined wait time has been exhausted at66,
method 50 preferably proceeds to 68. At 68,IVR system 12 may determine whether a predetermined number of first prompt communication attempts have been exhausted. Again, to aid in the avoidance of lockingIVR system 12 in a loop waiting for a user response, a limit to the number of first prompt communication attempts may be implemented inmethod 50. - If at64 a user response has not been received, at 66 the predetermined wait period for the most recent first prompt communication has been exhausted and at 68 the number of first prompt communication retries have not been exhausted,
method 50 preferably returns to 62 where the first prompt may again be communicated to the user. Upon re-prompting the user,method 50 preferably reiterates through the processes indicated at 64, 66 and 68. However, if at 68 it is determined that the number of first prompt communication attempts has been exhausted,method 50 preferably proceeds to 70 where the communication connection with the current user is preferably severed. Once the communications link between the current user andIVR system 12 has been severed,method 50 preferably returns to 54 where the next user call may be awaited. Alternative implementations of preventingIVR system 12 from being trapped in a loop awaiting a user response to anIVR system 12 prompt are contemplated and should be included within the spirit and scope of the present invention. For example, atblock 70,IVR system 12 may transfer the caller to a human operator. - Referring now to FIG. 3, a flow diagram depicting one embodiment of the continuation of
method 50 is illustrated.Method 50 preferably proceeds to 72 of FIG. 3 as a result of the detection of a user response to the first IVR system prompt at 64 of FIG. 2. - At72, the detected and received user response is preferably interrogated or otherwise analyzed to identify one or more of its characteristics. For example, if the user response is verbal or spoken,
IVR system 12 will preferably identify one or more speech characteristics associated with the verbal response. The characteristics of speech which may be analyzed byIVR system 12 include, but are not limited to, the speaker's gender, rate of speech, fundamental frequency, frequency range, and amplitude. According to behavioral research, for example, an introvert can be discerned from an extrovert by analyzing the rate, fundamental frequency, frequency range and amplitude of the speaker's speech. Many other speech characteristics may be identified from a speaker's speech and used in the method of the present invention. The delay between anIVR system 12 prompt and the user response may also be monitored and analyzed byIVR system 12, for example, to determine whether the current user is a novice orexperienced IVR system 12 user. Additional characteristics or parameters of a user's responses toIVR system 12 prompts may be monitored and analyzed without departing from the spirit and scope of the present invention. - In one embodiment of
method 50 of the present invention,IVR system 12 may begin processing the user response at 74 generally concurrently with the analysis of the user response at 72. For example, if the first prompt generated byIVR system 12 at 60 presented a plurality of transaction options from which the user was to select one, processing the user's response and selection of a desired transaction at 74 would allowIVR system 12 to initiate the desired user transaction. Alternatively, if the first prompt generated byIVR system 12 requested the caller'sIVR system 12 user identifier, for example, any information associated with the user identifier stored by theIVR system 12 may be retrieved at 74 before, after or generally concurrent with the analysis and identification of the speech characteristics of the user's response at 72. - Once the
IVR system 12 has identified one or more characteristics or parameters of the user response relevant for its determination of the user's personality or demeanor at 72,method 50 preferably proceeds to 76. At 76,IVR system 12 may interrogate one or more of thepersona libraries 36 preferably stored instorage system 20 onHDD device 30 and/orSAN 32. One goal of thepersona library 36 interrogation at 76 is forIVR system 12 to identify a persona available in apersona library 36 which best comports with or matches the current personality or demeanor of the user. Alternatively,IVR system 12 may be configured to select from a plurality of persona characteristics to create an IVR system persona which best matches the current personality or demeanor of the user. By activating anIVR system 12 persona that comports with or matches the current personality or demeanor of the user, according to teachings of the present invention, the user's interaction withIVR system 12 is more likely to be relaxed and the user is more likely to favorably respond toIVR system 12 prompts. - According to teachings of the present invention, the personality or demeanor of a user may be defined in a variety of ways. For example, a user personality or demeanor may include
IVR system 12 analysis to determine whether a user is likely a novice orexperienced IVR system 12 user. Further, according to aspects of the present invention, a user's personality or demeanor may include the gender of the caller, whether the caller may be characterized as an introvert or extrovert, whether the user is agitated, seems confused or is questioning the system. Forexample IVR system 12 may be configured to identify when a user is struggling with the system by recognizing that a user has increased the duration and amplitude of their speech. Further,IVR system 12 may be configured to identify tension in a user's voice. Other categories or types of user personalities or demeanors are considered within the scope of the present invention. - After interrogating one or more of the
persona libraries 36 preferably included on one ormore HDD device 30 orSAN 32 at 76 to identify at least one preferred or optimal IVR system persona, an IVR system persona is selected or created at 78. Upon selection of an IVR system persona at 78, theIVR system 12 persona may be activated at 80. Activation of an IVR system persona may include, but is not limited to, loading one or more person characteristic, i.e., gender, speech rate, etc., into a memory accessible to voice generation software or hardware. Once the selectedIVR system 12 persona is activated at 80,method 50 preferably proceeds to 82. - According to teachings of the present invention, the persona of
IVR system 12 can have a significant impact on the responsiveness of a user. Accordingly, selection of a preferable, optimal or appropriate IVR system persona and the subsequent dialog exchange with the user in accordance with the IVR system persona provide computer-based call centers an advantage over singlepersona IVR system 12 based call centers. - Generally at82, a plurality of user prompts may be generated by
IVR system 12 in accordance with the IVR system persona selected at 78. For example, if it is determined that the current user is anexperienced IVR system 12 user, quick, brief system prompts may be included in the preferred persona. Similarly, if it is determined that the user is a novice user or is struggling with system, slow, detailed instructions may be provided in accordance with the selected or created persona. - The plurality of user prompts generated at82 are generally directed to completing a user desired transaction, i.e., the purpose for which the current user contacted
IVR system 12, such as to check a balance or pay on an account. Upon the generation of one or more user prompts directed to completing a desired user transaction,method 50 preferably proceeds to 84 where the one or more user prompts may be communicated to the user. For example, ifIVR system 12 determines at 72 that the current user is a shy male seeking to check an account balance, the selected IVR system persona may have the characteristics of being a soft spoken male that prompts the user for an account number, asks whether the user would like an account statement mailed to his address of record or whether the user would like his balance spoken to him over the communications link, etc. - Once the next user prompt has been communicated to the user at84,
method 50 preferably proceeds to 86 where a user response to the prompt is awaited. In the event a user response is not detected within a reasonable delay after prompting,method 50 preferably proceeds to 88. At 88, a determination is made as to whether a predetermined overall or total wait period for a user response to theIVR system 12 prompt has been exhausted. In the event that the predetermined time period has not been exhausted,method 50 preferably loops at 88 until the predetermined time period has been exhausted. Once the predetermined time period has been exhausted,method 50 preferably proceeds to 90. - At90, a determination is made as to whether a predetermined total number of
IVR system 12 prompt retries has been exhausted. If the predetermined total number ofIVR system 12 prompt retries has not been exhausted,method 50 preferably returns to 84 where theIVR system 12 prompt directed to completing the user desired transaction is preferably repeated to the user. However, if at 90 it is determined that the predetermined number ofIVR system 12 prompt retries has been exhausted,method 50 preferably proceeds to 92 where the communications connection with the current user may be severed or a bail-out to a human operator effected. Upon severance of the current user's communications connection at 92,method 50 preferably returns to 54 where the next incoming call from a user is awaited. - Referring now to FIG. 4, a continuation of
method 50 as illustrated in FIGS. 2 and 3, is shown according to teachings of the present invention.Method 50 preferably proceeds to 94 of FIG. 4 in response to detection or reception of a user response to theIVR system 12 prompt directed to completing the desired user transaction communicated at 84. - At94, one or more parameters or characteristics of the user's response are preferably identified, analyzed or otherwise isolated. In one embodiment of the present invention, each user response to an IVR system prompt may be evaluated for a change in the user's personality or demeanor. In a further embodiment, only selected user responses to IVR system prompts may be evaluated for a change in the user's personality or demeanor. As mentioned above, generally concurrently with or after receipt of a user response,
IVR system 12 may process the user response in furtherance of the desired user transaction, as indicated at 96. - At98,
IVR system 12 preferably compares or otherwise determines whether any differences exist between the user's current personality or demeanor and the personality or demeanor previously detected, e.g., at 72 of FIG. 3. Specifically, according to teachings of the present invention,IVR system 12 is attempting to monitor the user's personality or demeanor to determine whether a new IVR system persona or change in style of the current persona is likely to elicit more favorable responses from the user, put the user at ease, or otherwise enhance the user's interaction withIVR system 12. In addition,IVR system 12 may be configured to detect whether the user is having difficulty using or interacting with the system and to access and communicate one or more help prompts to aid the user in such instances. - If at98 a change is detected in the user's demeanor or personality,
method 50 may return to 76 of FIG. 3 where the one ormore persona libraries 36 may again be interrogated to identify one or more IVR system personas which best comport or match the user's current demeanor or personality. Alternatively, as mentioned above, the style of the current persona may be changed or one or more persona characteristics may be compiled to create an overall IVR system persona which best matches or comports with the user's present demeanor or personality. Upon a return to 76,method 50 preferably again proceeds through selection at 78 and activation at 80 of a new IVR system persona or style. If at 98 there is no detected change in the user's demeanor or personality detected,method 50 preferably proceeds to 100. - At100,
IVR system 12 preferably determines whether the desired user transaction has been completed, i.e., whether the user has received all desired information or whether the user has provided all of the information requested byIVR system 12. If it is determined at 100 that the desired user transaction is incomplete,method 50 preferably returns to 82 of FIG. 3 where the next prompt in the sequence of prompts directed to completing a desired user transaction may be generated for communication at 84. - However, if at100 it is determined that the desired user transaction has been completed,
method 50 may proceed to 102. In one embodiment of the present invention, personas for users ofIVR system 12 may be stored for use during subsequent transactions or dialog exchanges with the user. In such anIVR system 12, the persona for the last transaction with the current user, for example, may be stored in one or more stored user persona profiles 38 on one ormore HDD devices 30 orSANs 32. As mentioned above, such stored user persona profiles 38 may be used byIVR system 12 in those instances where the caller can be identified prior to the communication of the first prompt to the user as well as in other instances. - After the persona for the current user has been stored,
method 50 preferably proceeds to 104 where the communications link with the user may be severed. Once the communications link has been effectively severed,method 50 preferably returns to 54 of FIG. 2 whereIVR system 12 may await the next incoming call. - In an embodiment of the present invention, a stored
user persona 38 may be used to implement one or more security measures. For example, if a storeduser persona 38 is supposed to be used by only one user, whenIVR system 12 detects a suspect voice pattern a security alert may be generated. Such a security alert might prompt the user to enter an additional password. Alternatively, such an alert might notifyIVR system 12 personnel of the potential breach and leave the matter for the personnel to address. Alternative embodiments of securing a user account using teachings of the present invention are contemplated and considered within the scope hereof. - Although the disclosed embodiments have been described in detail, it should be understood that various changes, substitutions and alterations can be made to the embodiments without departing from their spirit and scope.
Claims (31)
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US7551723B2 (en) | 2009-06-23 |
US7379537B2 (en) | 2008-05-27 |
US8131524B2 (en) | 2012-03-06 |
WO2004006092A8 (en) | 2004-09-02 |
AU2003253680A1 (en) | 2004-01-23 |
US20050078805A1 (en) | 2005-04-14 |
US20020196277A1 (en) | 2002-12-26 |
US20080313571A1 (en) | 2008-12-18 |
AU2003253680A8 (en) | 2004-01-23 |
US20040006473A1 (en) | 2004-01-08 |
WO2004006092A2 (en) | 2004-01-15 |
US6842504B2 (en) | 2005-01-11 |
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