CA2441195A1 - Voice response system - Google Patents

Voice response system Download PDF

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Publication number
CA2441195A1
CA2441195A1 CA002441195A CA2441195A CA2441195A1 CA 2441195 A1 CA2441195 A1 CA 2441195A1 CA 002441195 A CA002441195 A CA 002441195A CA 2441195 A CA2441195 A CA 2441195A CA 2441195 A1 CA2441195 A1 CA 2441195A1
Authority
CA
Canada
Prior art keywords
dialogue
user
question
voice response
wording
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002441195A
Other languages
French (fr)
Other versions
CA2441195C (en
Inventor
Michael Andrew Harrison
Paul Ian Popay
Neil Lewis Watton
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
British Telecommunications PLC
Original Assignee
British Telecommunications Public Limited Company
Michael Andrew Harrison
Paul Ian Popay
Neil Lewis Watton
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by British Telecommunications Public Limited Company, Michael Andrew Harrison, Paul Ian Popay, Neil Lewis Watton filed Critical British Telecommunications Public Limited Company
Publication of CA2441195A1 publication Critical patent/CA2441195A1/en
Application granted granted Critical
Publication of CA2441195C publication Critical patent/CA2441195C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/35—Aspects of automatic or semi-automatic exchanges related to information services provided via a voice call
    • H04M2203/355—Interactive dialogue design tools, features or methods
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2218—Call detail recording
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks

Abstract

With interactive voice response services, it can be frustrating for a user to become stuck in a dialogue where the same question is asked repetitively. In this invention the wording of questions used by the system are varied throughout a dialogue depending upon how many times a user has visited a dialogue state ever in their call history. Furthermore the wording of the question is also varied in dependence upon the way in which the question was asked the last time the user was in a particular dialogue state.
CA002441195A 2001-04-19 2002-04-08 Voice response system Expired - Fee Related CA2441195C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
EP01303600.9 2001-04-11
EP01303600 2001-04-19
PCT/GB2002/001643 WO2002087202A1 (en) 2001-04-19 2002-04-08 Voice response system

Publications (2)

Publication Number Publication Date
CA2441195A1 true CA2441195A1 (en) 2002-10-31
CA2441195C CA2441195C (en) 2008-08-26

Family

ID=8181905

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002441195A Expired - Fee Related CA2441195C (en) 2001-04-19 2002-04-08 Voice response system

Country Status (4)

Country Link
US (2) US7245706B2 (en)
EP (1) EP1380154A1 (en)
CA (1) CA2441195C (en)
WO (1) WO2002087202A1 (en)

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Also Published As

Publication number Publication date
USRE45096E1 (en) 2014-08-26
WO2002087202A1 (en) 2002-10-31
EP1380154A1 (en) 2004-01-14
US7245706B2 (en) 2007-07-17
CA2441195C (en) 2008-08-26
US20040120476A1 (en) 2004-06-24

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