# US 9,521,260 B1 · Automated response system providing customized prompts based on user situation

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- Number: US 9,521,260 B1
- Document ID: US9521260B1
- Status: Granted
- Kind: B1
- Application number: 15/183,651
- Filed: 2016-06-15
- Granted: 2016-12-13
- Earliest claimed: 2016-02-19
- Assignees: International Business Machines Corporation
- Applicants: International Business Machines Corporation
- Inventors: Lisa M. Wood Bradley; Aaron J. Quirk; Lin Sun
- Web page: https://patentgrep.com/patent/US9521260B1

## CPC

- H04M 3/527: Centralised call answering arrangements not requiring operator intervention
- G06F 3/167: {Audio in a user interface, e.g. using voice commands for navigating, audio feedback}
- G10L 15/26: Speech to text systems (G10L15/08 takes precedence)
- G10L 25/48: specially adapted for particular use
- H04M 3/42357: {where the information is provided to a monitoring entity such as a potential calling party or a call processing server}
- H04M 3/493: Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals}
- H04W 4/18: Information format or content conversion, e.g. adaptation by the network of the transmitted or received information for the purpose of wireless delivery to users or terminals
- G10L 13/00: Speech synthesis; Text to speech systems
- H04M 2242/30: Determination of the location of a subscriber
- H04M 2250/74: with voice recognition means
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G06F: ELECTRIC DIGITAL DATA PROCESSING (computer systems based on specific computational models G06N)
- G10L: SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- H04W: WIRELESS COMMUNICATION NETWORKS (broadcast communication H04H; communication systems using wireless links for non-selective communication, e.g. wireless extensions H04M1/72)

## Abstract

One embodiment provides a device comprising at least one processor, and a storage device storing instructions that when executed by the at least one processor causes the at least one processor to perform operations. The operations include receiving one or more user preferences for a first user, and, in response to the first user of the device initiating a communication, determining a current context of the first user. The current context identifies at least one of the following: a current location of the first user, whether the first user is stationary or driving, and a type of communication channel utilized for the communication. The operations further include selecting a communication format to facilitate the communication based on the current context, a recipient of the communication, and the one or more user preferences for the first user.

## Claims

### Claim 1

A system, comprising:
at least one processor; and
a storage device storing instructions that when executed by the at least one processor causes the at least one processor to perform operations including:
receiving, from a device of a first user, a communication;
in response to receiving the communication:
determining a current context of the first user, wherein the current context identifies at least one of the following: a current location of the first user, whether the first user is stationary or driving, and a type of communication channel utilized for the communication; and
selecting a communication format to continue the communication based on the current context of the first user and communication capabilities of the system;
wherein, if the communication capabilities of the system support voice prompts and the first user is driving, the communication format selected comprises utilizing at least one voice prompt to collect voice data from the first user;
wherein, if the communication capabilities of the system does not support voice prompts and the first user is driving, the communication format selected comprises one of the following: utilizing a directive to instruct the first user to speak directly with a representative, or textual data obtained from converting voice data from the first user to text;
wherein, if the communication capabilities of the system support textual input and the first user is in a public location, the communication format selected comprises textual data obtained from textual input entered by the first user; and
wherein, if the communication capabilities of the system support voice prompts only and the first user is in a public location, the communication format selected comprises voice data obtained from converting textual input entered by the first user to voice.