Interactive computerized communications systems with voice input and output

Abstract

A computerized system (10) and method for collecting input information from a person connected by telephone (14) to the computerized system (10). The system (10) calls up predetermined audio information to establish a dialogue with the person. An operator (62) dynamically reviews the ongoing dialogues and can modify the set of audio information being used. The system (10) analyzes the correctness of the person's input information and can request correction of the information or disconnect the person if a predetermined weighted error count is also exceeded. The person's input information also provides important sales information such as the relationship between the number of sales and the degree of operator involvement with the dialogue, the time of day, week or season of the dialogue and the time required to complete the dialogue.

Description

CROSS REFERENCE TO RELATED APPLICATION

This application is a continuation of U.S. Ser. No. 852,878, filed Apr. 16, 1986, now abandoned.

The present invention relates generally to an apparatus and method for collecting information from a person connected by telephone to the apparatus. More particularly, the invention relates to a computerized system for collecting input information from a person connected by telephone to the computerized system by carrying out a conversational dialogue with the person.

Previous systems for collecting information from a person connected by telephone to the system have been relatively unsophisticated in the manner of soliciting and collecting input information. The systems are generally inefficient in connecting the information and can even result in collecting useless and misleading information. Furthermore, in previous systems the dialogue between the person and the system has been quite stilted and unnatural due to a rigid script presented to the caller and also due to the inability to respond to circumstances which lie outside or deviate from the rigid script. In general such systems do not provide the person many options or degrees of freedom during the process of collecting information from the person. For example, the caller might commit errors in answering questions, have questions of particular interest or wish to provide information which cannot be accommodated by the computerized system.

BRIEF SUMMARY OF THE INVENTION

One of the primary objects of the invention is to provide an improved computerized communications system and method of operation thereof for collecting input information in a telephone dialogue with a person connected to the system.

A more particular object of the invention is to provide a novel computerized communications system enabling a person connected to the system various selectable methods of providing input information to the system.

Another object of the invention is to provide an improved computerized communications system capable of verifying selected information to a party connected thereto by telephone and also capable of analyzing erroneous inputs or the lack of an input and responding appropriately to the person.

An additional object of the invention is to provide a novel computerized communications system for collecting a variety of input information from a person connected to the system with the ability to associate and correlate the input information.

It is another object of the invention to provide an improved computerized communications system which has the ability to simultaneously collect input information from a plurality of different persons in a plurality of separate dialogues with the persons, selecting for use at least one of a plurality of respective associated sets of audio message signals.

A further object of the invention is to provide a novel apparatus for programming a computerized system to automatically collect information from a person connected to the system by telephone.

It is an additional object of the invention to provide an improved computerized communications system for collecting information from a person connected to the system and who can selectively verify, change and add input information.

In accordance with the invention an apparatus and method are provided for collecting input information in a telephone dialogue between a person and a connected computerized system. This system calls upon predetermined audio information, including computer software programs and prerecorded audio script, to carry out the telephone dialogue. The computerized system enables the collection of the input information, while allowing the person connected to the system various selectable optional ways of providing the input information to the system, such as by the person speaking directly to an operator, inputting input information to a storage means or by the person inputting data and encoded tones using a Touch Tone keypad on a telephone. The system efficiently collects a variety of information, such as marketing, sales and shipping information, which can all be associated and correlated among each type of information, as well as with the identity of the person providing the input information. Detailed statistical information is derivable from this body of input information. This input information is collected while still maintaining a smooth conversational flow to the telephonic dialogue by using carefully interspersed periods of collecting the input information and deactivating collection of the input information after detecting preselected periods of silence, wherein the sound level is below a predetermined sound threshold. The detected period of silence is typically followed by additional questions or comments output from the computerized system responsive to the silence or to receiving a specific response having significance to the computerized system. The computerized system further is able to selectively verify input information by asking the person to verify, correct or add to the input information. The accuracy and efficiency of the computerized digitizal digital form in the hard disc storage unit 48, and providing encoded data entries, such as by using tone generating pads of a push button form of the telephone 14.

B. Editing Options

In one aspect of the invention the person connected to the computerized system 10 is provided the ability to selectively verify, correct, edit and add further to the input information provided by the responses of the person. The central processing unit 42 responsive to the predetermined audio information provides in the audio message signals 75 to the person these various selectable options. The computerized system 10 can also selectively request verification of the input information, analyze the input information to determine the correctness thereof and inform the person through output of the audio message signals 75 of apparent errors in the input information or a need for additional information. In another aspect of the invention the user can edit the predetermined audio information to correct, add or further modify the audio information. This can, for example, be done by the user, or by the audio recorder and monitor 41 thru auxiliary audio interface 78. Computer software can be used to implement these functionalities and the relevant computer software programs are set forth in the Appendix maintained in the file wrapper of this case.

C. Statistical Associated Information

The computerized system 10 is useful for collecting a variety of input information, including, but not limited to, sales of goods or services from the responses of the person in the telephonic dialogue. During the dialogue the computerized system 10 generates a plurality of preselected questions and comments to collect the variety of input information. This input information can include coupled, associated marketing information, sales information and shipping information, The input information for the particular person is associated and coupled (such as by flag identification bits for each data entry associated with the person) to the person throughout various data files (or to some other chosen variable, such as location or time of day). Thus, cross correlation can be made to a marketing file concerned with the frequency of telephone calls and successful sales for various geographic regions and determined for different time periods (season, day and time of day).

Association and cross correlation can also be keyed to variables besides a person, such as geographic region or time. A sales file can be constructed in terms of sales statistics on the time required to complete a dialogue and the number of sales close in the automated mode without any operator intervention, as compared to partial or total operator involvement. Numerous variables can be studied and correlated to derive optimum sales benefits. Having available this type of extensive cross correlation ability enables substantial statisticalinformation statistical information to be developed from the responses of the persons. Using the mainframe computer 60, detailed sales and marketing models can be developed using the above discussed type of statistical information. Computer software to implement these various functionalities is set forth in the Appendix maintained in the file wrapper of this case.

D. Beginning and Ending of Input Information Collection

In order to be most efficient while remaining conversational during the collection of the input information in an automatic mode (at least for part of the time), the collecting means, such as an audio recorder and monitor 41 is selectively activated upon completing the preselected questions and comments. In some forms of the invention, activation of the collecting means can also require entry of a security code to gain access to the computerized system 10. The collecting means is deactivated upon achieving one or more predetermined conditions including, for example: (a) exceeding a preselected and user changeable silence time period while the sound level is below a predetermined audio threshold level, (b) the person inputting a specific number of user inputs or a particular user response (such as, for example, inputting ten tone entries for a phone number, no tone inputs being provided when some are expected and entering an improper security code to a system having access limited to appropriate parties) and (c) the person continuing to provide responses after a particular time period has elasped. Computer software to implement examples of some of these various functionalities is in the Appendix maintained in the file wrapper of this case.

E. Error Count

The significance and usefulness of the input information provided in the telephonic dialogue can be scrutinized, both during the dialogue and also after collecting the input information, by counting and categorizing errors made by the person. The hard disc storage unit 48, or other such storage device, can store predetermined error counts characteristic of the number and weight of various errors made in the responses of the person. The computerized system 10 can be operated either to count the errors and later evaluate the input information and/or to provide feedback in the audio message signals 75 presented to the person to enable correction of errors, branching to the operator 62 for assistance or terminating the call due either to the excessive number of errors or to the type of errors.

This functionality can also be coupled to the presence of unexpected periods of silence, such as no response at all or an insufficient duration of response to a question. The response expected can also be a DTMF input, a voice input or even a data input. Thus, for example, if no response is given after two requests for a name, phone number and address, the computerized system 10 could choose to disconnect from the person. Computer software to implement these functionalities is in the Appendix maintained in the file wrapper of this case.

While preferred embodiments of the present invention have been illustrated and described, it will be understood that changes and modifications can be made without departing from the invention in the broader aspects. Various features of the invention are set forth in the following claims.

Claims

1. A computerized communications system for collecting input information from responses including voice responses provided by a person through a telephonic dialogue between the person and said system, comprising:

means for storing predetermined audio information, said audio information comprising digital data comprising questions and statements for carrying out said dialogue with the person;

computer means coupled to said means for storing for providing a predetermined sequence of audio signals generated from said predetermined audio information supplied from said storing means;

means for providing a telephonic connection between the person and said computer means, said means for providing a telephonic connection including means for coupling to a telephone network and for providing the person's responses to the computer means;

means coupled to said computer means and to said means for providing a telephonic connection for providing an electronically modified form of the person's responses to said computer means;

audio means coupled to the computer means and to said means for providing a telephonic connection for outputting audio message signals to the person responsive to said audio signals provided by said computer means, said computer means comprising means for determining if the person has provided a response and if the response is of sufficient duration and if not, for generating audio signals giving the person the option to selectively verify, correct, edit and add to said input information; and

digital storage means coupled to said computer means for collecting the modified form of said input information from the person, said computer means providing selected portions of said input information stored in said collecting means to the person during the dialogue for allowing the person the opportunity to selectively verify, correct, edit and add to the input information.

2. A computerized communications system for collecting input information from responses including voice responses of a person through a telephonic dialogue between the person and said system, comprising:

means for storing predetermined audio information, said audio information comprising digital data comprising questions and statements for carrying out said dialogue with the person;

computer means coupled to said means for storing for providing a predetermined sequence of audio signals generated from said predetermined audio information supplied from said storing means, said computer means executing a predetermined program of operation to generate said predetermined sequence of audio signals;

means for providing a telephonic connection between the person and said computer means;

means coupled to the means for providing a telephonic connection and to the computer means for providing an electronically modified form of the responses of the person to said computer means;

audio means coupled to said means for providing a telephonic connection and to said computer means for outputting audio message signals to the person responsive to said audio signals provided from said computer means;

digital storage means coupled to said computer means for collecting said input information, said computer means comprising means for analyzing said input information to determine if the person has provided a response and if the response is of sufficient duration and if not, for providing a selected audio signal to said audio means to provide the person with an audio message signal to selectively request more of said input information to complete said dialogue, said computer means further providing selected portions of said input information stored in said digital storage means to the person during said dialogue to enable the person to determine the accuracy of the input information stored in said digital storage means.

3. The system as defined in claim 2 wherein said computer means responsive to said predetermined audio information provides the person the option of selectively verifying and changing said input information.

4. A computerized communications system for collecting input information from responses including voice responses input by a person in a telephonic dialogue between the person and said system, comprising:

computer means;

means for completing a telephonic connection between the person and said computer means;

means for storing predetermined audio information in a digitized form, said information comprising questions and statements for carrying out the dialogue with the person, said storing means electrically coupled to said computer means;

said computer means comprising means for providing a predetermined sequence of audio signals responsive to the input of said predetermined audio information from said storing means;

audio means coupled to the computer means and to said means for completing a telephonic connection for outputting audio message signals to the person responsive to said sequence of audio signals from the computer means and said audio means further adapted for presenting the person, in response to the computer means, with selectable options in said audio message signals for providing said input information and for giving the person the option to selectively verify, correct, edit and add to the input information; and

digital storage means coupled to the computer means for collecting said input information and associating the input information with (a) the degree of operator involvement in said dialogue, and (b) the time required to complete said dialogue;

said computer means providing selected portions of said input information stored in said collecting means to the person during the dialogue for allowing the person the opportunity to selectively verify, correct, edit and add to the input information;

said computer means including means for statistically analyzing the input information and for correlating the input information to a file related to the person.

5. The computerized communications system as defined in claim 4 wherein said input information comprises the number of sales closed.

6. A computerized communications system for collecting input information from responses including voice responses provided by a person through a telephonic dialogue between the person and the system, comprising:

means for storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

computer means coupled to the storing means for providing a predetermined sequence of audio signals generated from the predetermined audio information in the storing means;

means for providing a telephonic connection between the person and the computer means;

means coupled to the computer means and to the means for providing a telephonic connection for supplying an electronically modified form of the person's responses to the computer means, said means for supplying comprising analog to digital conversion means and means for receiving tone signals from the person's telephone;

audio means coupled to the computer means and to the means for providing a telephonic connection for providing audio message signals to the person generated from the audio signals from the computer means, said audio means including digital to analog conversion means;

digital storage means for storing the input information coupled to the analog to digital conversion means and to said computer means;

said computer means including means for analyzing the input information from the person and for determining if a response exceeds a set maximum time limit or a period of silence in the response exceeds a preset minimum time limit said computer means further comprising means for evaluating the input information to determine if the person has provided a response and if the response is of sufficient duration and if not, for providing a selected audio signal to the audio means to provide the person with an audio message signal to selectively request more of said input information to complete the dialogue, said computer means further providing selected portions of said input information stored in said digital storage means to the person during the dialogue to enable the person to determine the accuracy of the input information stored in the digital storage means.

7. The computerized communications system recited in claim 6 wherein said computer means comprises means for generating audio signals giving the person the option to selectively verify, correct, edit and add to the input information during the dialogue.

8. A method for collecting input information from responses including voice responses provided by a person through a telephonic dialogue between the person and a computerized communication system comprising the steps of:

storing predetermined audio information in a digital memory, said audio information comprising questions and statements for carrying out said dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from said predetermined audio information;

providing a telephonic connection between the person and the computer means and providing an electronically modified form of the person's responses to the statements and questions to the computer means;

determining if the person has provided a response and if the response is of sufficient duration and if not, outputting selected audio message signals to the person responsive to the audio signals provided by the computer means, said step of outputting further including generating audio signals giving the person an option to selectively verify, correct, edit and add to the input information; and

collecting the modified form of the input information in digital storage means from the person, and providing selected portions of the input information stored in the digital storage means to the person for giving the person the option to selectively verify, correct, edit and add to the input information.

9. A method for collecting input information from responses including voice responses of a person through a telephonic dialogue between the person and a computerized communication system comprising the steps of:

storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from the predetermined audio information the computer means executing a predetermined program of operation to generate the predetermined sequence of audio signals;

providing a telephonic connection between the person and the computer means;

providing an electronically modified form of the responses of the person to the computer means;

outputting audio message signals to the person responsive to the audio signals provided from the computer means;

collecting the input information and analyzing the input information to determine if the person has provided a response and if the response is of sufficient duration and if not, providing a selected audio signal to provide the person with an audio message signal to selectively request more of the input information to complete the dialogue, and further comprising the step of providing selected portions of the input information to the person during the dialogue to enable the person to determine the accuracy of the input information.

10. A method for collecting input information from responses including voice responses input by a person in a telephonic dialogue between the person and a computerized communication system comprising the steps of:

completing a telephonic connection between the person and the system;

storing predetermined audio information in a digitized form, the audio information comprising questions and statements for carrying out the dialogue with the person;

providing a predetermined sequence of audio signals responsive to the predetermined audio information;

outputting audio message signals to the person responsive to the sequence of audio signals from the computer means and presenting the person with selectable options in the audio message signals for providing the input information to the system and for giving the person the option to selectively verify, correct, edit and add to the input information;

collecting the input information and associating the input information with (a) the degree of operator involvement in the dialogue, and (b) the time required to complete the dialogue;

providing selected portions of said input information to the person during the dialogue for allowing the person the opportunity to selectively verify, correct, edit and add to the input information; and

statistically analyizing the input information and correlating the input information to a file related to the person. 11. A computerized communications system for collecting input information from responses provided by a person through a telephonic dialogue between said person and said system, with the system being capable of receiving only voice responses from the person, comprising:

means for storing predetermined audio information, said audio information comprising digital data comprising questions and statements for carrying out said dialogue with the person;

computer means coupled to said means for storing for providing a predetermined sequence of audio signals generated from said predetermined audio information supplied from said storing means;

means for providing a telephonic connection between the person and said computer means, said means for providing a telephonic connection including means for coupling to a telephone network and for providing the person's responses to the computer means;

means coupled to said computer means and to said means for providing a telephonic connection for providing an electronically modified form of the person's responses to said computer means;

audio means coupled to the computer means and to said means for providing a telephonic connection for outputting audio message signals to the person responsive to said audio signals provided by said computer means, said computer means comprising means for determining if the person has provided a complete response and if it is determined that the response is not complete, for generating audio signals giving the person the option to selectively verify, correct, edit, and add to said input information; and

digital storage means coupled to said computer means for collecting the modified form of said input information from the person, said computer means providing selected portions of said input information stored in said collecting means to the person during the dialogue for allowing the person the opportunity to selectively verify, correct, edit, and add to the input information. 12. A computerized communications system for collecting input information from responses of a person through a telephonic dialogue between the person and said system, with the system being capable of receiving only voice responses from the person, comprising:

means for storing predetermined audio information, said audio information comprising digital data comprising questions and statements for carrying out said dialogue with the person;

computer means coupled to said means for storing predetermined audio information for providing a predetermined sequence of audio signals generated from said predetermined audio information supplied from said storing means, said computer means executing a predetermined program of operation to generate said predetermined sequence of audio signal;

means for providing a telephonic connection between the person and said computer means;

means coupled to the means for providing the telephonic connection and to the computer means for providing an electronically modified form of the responses of the person to said computer means;

audio means coupled to said means for providing a telephonic connection and to said computer means for outputting audio message signals to the person responsive to said audio signals provided from said computer means; and

digital storage means coupled to said computer means for collecting said input information, said computer means comprising means for analyzing said input information to determine if the person has provided a complete response and if it is determined that the response is not complete, for providing a selected audio signal to said audio means to provide the person with an audio message signal to selectively request more of said input information to complete said dialogue, said computer means further providing selected portions of said input information stored in said digital storage means to the person during said dialogue to enable the person to determine the accuracy of the input information stored in said digital storage means. 13. The system as defined in claim 12, wherein said computer means responsive to said predetermined audio information provides the person the option of selectively verifying and changing said input information. 14. A computerized communications system for collecting input information from responses provided by a person through a telephonic dialogue between the person and the system, with the system being capable of receiving only voice responses from the person, comprising:

means for storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

computer means coupled to the storing means for providing a predetermined sequence of audio signals generated from the predetermined audio information in the storing means;

means for providing a telphonic connection between the person and the computer means;

means coupled to the computer means and to the means for providing a telephonic connection for supplying an electronically modified form of the person's responses to the computer means, said means for supplying comprising analog to digital conversion means and means for receiving tone signals from the person's telephone;

audio means coupled to the computer means and to the means for providing a telephonic connection for providing audio message signals to the person generated from the audio signals from the computer means said audio mean including digital to analog conversion means;

digital storage means for storing the input information coupled to the analog to digital conversion means and to said computer means; and

said computer means including means for analyzing the input information from the person and for determining if a response exceeds a set maximum time limit or a period of silence in the response exceeds a preset minimum time limit, said computer means further comprising means for evaluating the input information to determine if the person has provided a complete response and if it is determined that the response is not complete, for providing a selected audio signal to the audio means to provide the person with an audio message signal to selectively request more of said input information to complete the dialogue, said computer means further providing selected portions of said input information stored in said digital storage means to the person during the dialogue to enable the person to determine the accuracy of the input information stored in the digital storage means. 15. The computerized communications system recited in claim 14, wherein said computer means comprises means for generating audio signals giving the person the option to selectively verify, correct, edit, and add to the input information during the dialogue. 16. A method for collecting input information from responses provided by a person through a telephonic dialogue between the person and a computerized communication system, with a system operating according to the method being capable of receiving only voice responses, comprising the steps of:

storing predetermined audio information in a digital memory, said audio information comprising questions and statements for carrying out said dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from said predetermined audio information;

providing a telephonic connection between the person and the computer means and providing an electronically modified form of the person's responses to the statements and questions to the computer means;

determining if the person has provided a complete response and if it is determined that the response is not complete, outputting selected audio message signals to the person responsive to the audio signals provided by the computer means, said step of outputting further including generating audio signals giving the person an option to selectively verify, correct, edit, and add to the input information; and

collecting the modified form of the input information in digital storage means from the person, and providing selected portions of the input information stored in the digital storage means to the person for giving the person the option to selectively verify, correct, edit, and add to the input information. 17. A method for collecting input information from responses of a person through a telephonic dialogue between the person and a computerized communication system, with a system operating according to the method being capable of receiving only voice responses, comprising the steps of:

storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from the predetermined audio information, the computer means executing a predetermined program of operation to generate the predetermined sequence of audio signals;

providing a telephonic connection between the person and the computer means;

providing an electronically modified form of the responses of the person to the computer means;

outputting audio message signals to the person responsive to the audio signals provided from the computer means; and

collecting the input information and analyzing the input information to determine if the person has provided a complete response and if it is determined that the response is not complete, providing a selected audio signal to provide the person with an audio message signal to selectively request more of the input information to complete the dialogue, and further comprising the step of providing selected portions of the input information to the person during the dialogue to enable the person to determine the accuracy of the input information. 18. A method for collecting input information from responses of a person through a telephonic dialogue between the person and a computerized communication system, with a system operating according to the method being capable of receiving only voice responses, comprising the steps of:

storing predetermined audio information, the audio information comprising digital data comprising questions and statements for carrying out the dialogue with the person;

providing with computer means a predetermined sequence of audio signals generated from the predetermined audio information the computer means executing a predetermined program of operation to generate the predetermined sequence of audio signals;

providing a telephonic connection between the person and the computer means;

providing an electronically modified form of the responses of the person to the computer means;

outputting audio message signals to the person responsive to the audio signals provided from the computer means;

collecting the modified form of the input information in digital storage means from the person; and

analyzing the input information for determining if a response exceeds a set maximum time limit or a period of silence in the response exceeds a preset minimum time limit and further evaluating the input information to determine if the person has provided a complete response and if it is determined that the response is not complete, providing a selected audio signal to provide the person with an audio message signal to selectively request more of said input information to complete the dialogue, and further comprising the step of providing selected portions of the input information stored in said digital storage means to the person during the dialogue to enable the person to determine the accuracy of the input information.