Automatic voice response system using voice recognition means and method of the same

Method of automatic voice interaction for receiving a voice request from a caller and for transmitting a voice message to the caller comprising the steps of:

• receiving a call at automatic voice response means;
• storing the caller's voice utterance;
• analyzing the caller's voice utterance in voice recognition means for intelligible information;
• generating a voice recognition result containing the intelligible information;
• synthesizing the voice recognition result into a voice message to the caller;
• and when the caller responds negatively to a confirmation voice message synthesized by the voice response means from the voice recognition result generated by the voice recognition means:
• reproducing at a screener interface, voiced audio from the stored voice utterance;
• receiving at the screener interface, a screener's recognition result entered by a person screening the reproduced voiced audio;
• synthesizing the screener's recognition result into a voice message to the caller:
• and
• controlling switching means to switch a call from the automatic voice response means to an operator interface for allowing an operator to speak directly with the caller when the caller responds negatively to the synthesized voice message based upon the screener's recognition result.

Method of automatic voice interaction for receiving a voice request from a caller and for transmitting a voice message to the caller comprising the steps of:

• receiving a call at automatic voice response means;
• storing the caller's voice utterance;
• analyzing the caller's voice utterance in voice recognition means for intelligible information;
• generating a plurality of voice recognition results from the caller's voice utterance;
• transmitting a confirmation message based on the recognition result having a highest recognition probability to the caller when a recognition probability of more than one of the recognition results are higher than a predetermined value;
• transmitting a confirmation message based on the recognition result of the second highest recognition probability to the caller when a response of the caller to the confirmation message based on the recognition result of the highest recognition probability is negative;
• reproducing at a screener interface, voiced audio from the stored voice utterance when all of the responses of the caller to the confirmation messages based on the plurality of recognition results having recognition probabilities greater than the predetermined value are negative;
• receiving at the screener interface, a screener's recognition result entered by a person screening the reproduced voiced audio;
• synthesizing the screener's recognition result into a voice message to the caller;
• and
• controlling switching means to switch a call from the automatic voice response means to an operator interface for allowing an operator to speak directly with the caller when the caller responds negatively to the synthesized voice message based upon the screener's recognition result.

Method of automatic voice interaction for receiving a voice request from a caller and for transmitting a voice message to the caller comprising the steps of:

• receiving a call at automatic voice response means;
• storing the caller's voice utterance;
• analyzing the caller's voice utterance in voice recognition means for intelligible information;
• generating a plurality of voice recognition results from the caller's voice utterance;
• reproducing at a screener interface, voiced audio from stored voice utterance when a recognition probability of each of the recognition results is lower than a predetermined value;
• receiving at the screener interface, a screener's recognition result entered by a person screening the reproduced voiced audio;
• synthesizing the screener's recognition result into a voice message to the caller;
• and
• controlling switching means to switch a call from the automatic voice response means to an operator interface for allowing an operator to speak directly with the caller when the caller responds negatively to the synthesized voice message based upon the screener's recognition result.

A computer program product comprising:

• a computer useable medium having computer readable program code means embodied therein for operating an automatic voice interaction system which receives a voice request from a caller and transmits a voice message to the caller comprising:
• program code means for receiving a call at an automatic voice response system;
• program code means for storing the caller's voice utterance;
• program code means for analyzing the callers voice utterance for intelligible information;
• program code means for generating a voice recognition result containing the intelligible information;
• program code means for synthesizing the voice recognition result into a voice message to the caller;
• program code means for reproducing at a screener interface, voiced audio from stored voice utterance when the caller responds negatively to a confirmation voice message synthesized by the voice response means from the voice cognition result generated by the voice recognition means;
• program code means for receiving at the screener interface, a screener's recognition result entered by a screener of the reproduced voiced audio;
• program code means for synthesizing the screener's recognition result into a voice message to the caller;
• and
• program code means for controlling switching means to switch a call from the automatic voice response means to an operator interface for allowing an operator to speak directly with the caller when the caller responds negatively to the synthesized voice message based upon the screener's recognition result.

A computer program product comprising:

• a computer useable medium having computer readable program code means embodied therein for operating an automatic voice interaction system which receives a voice request from a caller and transmits a voice message to the caller comprising:
• program code means for receiving a call at an automatic voice response system;
• program code means for synthesizing a question message for transmission to the caller;
• program code means for storing the caller's voice utterance which follows the question message;
• program code means for analyzing the caller's voice utterance for intelligible information by selecting from a stored list of proposed words to be recognized, a word from proposed words in the list of words corresponding to an intelligible response to the synthesized question message;
• program code means for generating a voice recognition result corresponding to the intelligible information;
• program code means for synthesizing the voice recognition result into a confirmation voice message to the caller;
• program code means for reproducing at a screener interface, voiced audio from stored voice utterance when the caller responds negatively to the confirmation voice message;
• program code means for receiving at the screener interface, a screener's recognition result entered by a screener of the reproduced voiced audio;
• program code means for synthesizing the screener's recognition result into a confirmation voice message to the caller;
• and
• program code means for controlling switching means to switch a call from the automatic voice response means to an operator interface for allowing an operator to speak directly with the caller when the caller responds negatively to the synthesized confirmation voice message.

A computer program product comprising computer readable program code means for operating an automatic voice interaction system which receives a voice request from a caller and transmits a voice message to the caller comprising:

• program code means for receiving a call at an automatic voice response system;
• program code means for storing the caller's voice utterance;
• program code means for analyzing the caller's voice utterance for intelligible information
• program code means for generating a plurality of voice recognition results corresponding to the intelligible information;
• program code means for transmitting a confirmation message based on the recognition result having a highest recognition probability to the caller when a recognition probability of more than one of the recognition results are higher than a predetermined value;
• program code means for transmitting a confirmation message based on the recognition result of the second highest recognition probability to the caller when a response of the caller to the confirmation message based on the recognition result of the highest recognition probability is negative;
• program code means for reproducing at a screener interface, voiced audio from the stored voice utterance when all of the responses of the caller to the confirmation messages based on the plurality of recognition results having recognition probabilities greater than the predetermined value are negative;
• program code means for receiving at the screener interface, a screener's recognition result entered by a screener of the reproduced voiced audio;
• program code means for synthesizing the screener's recognition result into a confirmation voice message to the caller;
• and
• program code means for controlling switching means to switch a call from the automatic voice response means to an operator interface for allowing an operator to speak directly with the caller when the caller responds negatively to the synthesized confirmation voice message.

A computer program product comprising computer readable program code means for operating an automatic voice interaction system which receives a voice request from a caller and transmits a voice message to the caller comprising:

• program code means for receiving a call at an automatic voice response system;
• program code means for storing the callers voice utterance;
• program code means for analyzing the caller's voice utterance for intelligible information.
• program code means for generating a plurality of voice recognition results corresponding to the intelligible information:
• program code means for reproducing at a screener interface, voiced audio from the stored voice utterance when a recognition probability of each of the voice recognition results is lower than a predetermined value;
• program code means for receiving at the screener interface, a screener's recognition result entered by a screener of the reproduced voiced audio;
• program code means for synthesizing the screener's recognition result into a confirmation voice message to the caller;
• and
• program code means for controlling switching means to switch a call from the automatic voice response means to an operator interface for allowing an operator to speak directly with the caller when the caller responds negatively to the synthesized confirmation voice message.

An automatic voice response system comprising:

• automatic voice response means for receiving a voice from a caller and for transmitting a message to the caller;
• voice recognition means for analyzing the voice and for generating a voice recognition result;
• screener interface means for reproducing the voice and for entering the voice recognition result by a screener thereof;
• operator interface means by which an operator and the caller directly talks with each other;
• and
• line exchanging means for switching a talking with the caller between the automatic voice response means and the operator interface means,
• wherein the automatic voice response means transfers the voice of the caller to the voice recognition means, the voice recognition means generates the voice recognition result to transmit it to the automatic voice response means, and the automatic voice response means transmits a confirmation message based on the voice recognition result to the caller;
• when a response by the caller to the confirmation message is negative, the automatic voice response means supplies the voice of the caller already received to the screener interface means, the automatic voice response means receives the voice recognition result from the screener interface means to transmit the confirmation message based on the voice recognition result to the caller;
• and
• when the response by the caller to the confirmation message is negative, the line exchanging means switches the talking of the caller from the automatic voice response means to the operator interface means.