U.S. patent application number 10/230708 was filed with the patent office on 2004-03-04 for method, system and apparatus for providing an adaptive persona in speech-based interactive voice response systems.
This patent application is currently assigned to SBC Properties, L.P.. Invention is credited to Bushey, Robert Randal, Edwards, Gregory W., Knott, Benjamin A., Martin, John M..
Application Number | 20040042592 10/230708 |
Document ID | / |
Family ID | 30119294 |
Filed Date | 2004-03-04 |
United States Patent
Application |
20040042592 |
Kind Code |
A1 |
Knott, Benjamin A. ; et
al. |
March 4, 2004 |
Method, system and apparatus for providing an adaptive persona in
speech-based interactive voice response systems
Abstract
A method, system and apparatus are provided for conducting a
dialog exchange between an interactive voice response (IVR) system
and a user. In general, the dialog exchange between the user and
the IVR system is effected by the persona of the IVR system. The
persona is selected from a library of personas in accordance with
the user's personality or demeanor. To determine the user's
personality or demeanor, the IVR system monitors the user's
responses, verbal or otherwise, to system prompts and adjusts the
IVR system's persona in response to changes in the user's
personality or demeanor.
Inventors: |
Knott, Benjamin A.; (Round
Rock, TX) ; Martin, John M.; (Austin, TX) ;
Bushey, Robert Randal; (Cedar Park, TX) ; Edwards,
Gregory W.; (Austin, TX) |
Correspondence
Address: |
BAKER BOTTS L.L.P.
PATENT DEPARTMENT
98 SAN JACINTO BLVD., SUITE 1500
AUSTIN
TX
78701-4039
US
|
Assignee: |
SBC Properties, L.P.
Reno
NV
|
Family ID: |
30119294 |
Appl. No.: |
10/230708 |
Filed: |
August 29, 2002 |
Current U.S.
Class: |
379/88.16 ;
379/88.04 |
Current CPC
Class: |
G06F 8/20 20130101; H04M
15/00 20130101; G10L 15/1822 20130101; G06Q 10/10 20130101 |
Class at
Publication: |
379/088.16 ;
379/088.04 |
International
Class: |
H04M 001/64; H04M
011/00 |
Claims
What is claimed is:
1. A method of operating an interactive voice response (IVR) system
comprising: establishing a communication connection with a user;
generating a first prompt, the first prompt operable to elicit a
response; communicating the first prompt to the user; awaiting a
response from the user to the first prompt; analyzing at least one
aspect of the response to identify at least one characteristic
relevant to IVR system persona selection; interrogating a library
of personas to identify a persona which comports with the at least
one identified characteristic; selecting the identified persona
from the library of personas; activating the selected persona, the
selected persona operable to generate and communicate one or more
subsequent IVR system prompts directed to continuing a desired user
transaction; monitoring responses from the user to the subsequent
IVR system prompts; analyzing at least one user response to the
subsequent prompts to identify a change in a user characteristic
relevant to IVR system persona selection; and modifying a style of
the selected person in response to the identified change in the
user characteristic relevant to IVR system persona selection.
2. A method for conducting a dialog exchange between an interactive
voice response (IVR) system and a user comprising: identifying at
least one user personality trait; selecting an IVR system persona
based on the identified user personality trait; and activating the
selected IVR system persona.
3. The method of claim 2, further comprising: generating, by the
IVR system, a first prompt requesting a user response; and
communicating the first prompt to the user.
4. The method of claim 3, further comprising generating the first
prompt based on at least one call characteristic.
5. The method of claim 3, further comprising identifying the user
personality trait based on the user response to the first
prompt.
6. The method of claim 3, further comprising identifying the user
personality trait from at least one speech characteristic
associated with a user's verbal response to the first prompt.
7. The method of claim 3, further comprising: generating, in
accordance with one or more IVR system persona parameters, at least
one additional prompt, the additional prompt associated with
continuing a desired user transaction; and communicating the
additional prompt to the user.
8. The method of claim 7, further comprising: analyzing at least
one aspect of a user response to the additional prompt; and
determining from the at least one aspect of the user response,
whether a user personality trait associated with the user response
suggests a change for the selected persona.
9. The method of claim 8, further comprising automatically
selecting a new style for the selected persona in response to
determining that the user personality train suggests a change for
the selected persona.
10. The method of claim 8, further comprising automatically
selecting a new IVR system persona in response to determining that
the user personality trait suggests a change for the selected
persona.
11. The method of claim 8, further comprising repeating the
analyzing and determining steps during the prompt and response
dialog exchange such that a new IVR system persona may be selected
in response to an identified change in a user personality
trait.
12. The method of claim 2, further comprising selecting the IVR
system persona from a library of personas operably associated with
the interactive voice response system.
13. An interactive voice response (IVR) system comprising: at least
one processor; memory operably coupled to the processor; and a
program of instructions storable in the memory and executable in
the processor, the program of instructions operable to generate and
exchange dialog with a user in accordance with an IVR system
persona selected from a library of personas and wherein the persona
is selected according to at least one personality characteristic of
the user.
14. The system of claim 13, further comprising: a communications
interface; and the program of instructions further operable to
select a first prompt based on at least one call characteristic,
the first prompt operable to request a response from the user, and
communicate the first prompt to the user via the communications
interface.
15. The system of claim 14, further comprising the program of
instructions further operable to identify the at least one
personality characteristic of the user from the user response to
the first prompt.
16. The system of claim 15, further comprising the program of
instructions further operable to identify at least one speech
parameter of a verbal user response to the first prompt and
determine the at least one personality characteristic of the user
from the identified speech parameter.
17. The system of claim 13, further comprising the program of
instructions further operable to identify a desired user
transaction, generate at least one additional prompt directed to
completion of the desired user transaction and communicate the at
least one additional prompt to the user.
18. The system of claim 17, further comprising the program of
instructions further operable to interrogate a user response to the
additional prompt and determine, based on the interrogation,
whether the user response to the additional prompt suggests a need
for an IVR system persona change.
19. The system of claim 18, further comprising the program of
instructions further operable to select a new IVR system persona in
response to the suggestion of a need for a new IVR system persona
and activate the new IVR system persona.
20. The system of claim 18, further comprising the program of
instructions further operable to automatically select a new style
for the selected persona in response to determining that the user
personality characteristic suggests a change for the selected
persona.
21. The system of claim 13, further comprising: a component systems
interface operably coupled to the processor; at least one component
storage system operably coupled to the component systems interface;
and the library of personas stored on the at least one component
storage system.
22. A dialog exchange system comprising: at least one processor;
memory operably coupled to the processor; a communications
interface operably coupled to the processor, the communications
interface operable to communicate dialog between a user and the
system via a communications link; a component systems interface
operably coupled to the processor, the component systems interface
operable to transmit information to and receive information from at
least one storage device; a library of personas stored on the at
least one storage device, each persona in the library corresponding
to one or more user personality traits; and a program of
instructions storable in the memory and executable in the
processor, the program of instructions operable to identify at
least one user personality trait and activate a dialog exchange
system persona selected from the library of personas according to
the at least one identified user personality trait.
23. The dialog exchange system of claim 22, further comprising the
program of instructions further operable to generate one or more
prompts directed to completing a desired user transaction and
analyze one or more selected user responses to the one or more
prompts to determine whether the selected dialog exchange system
persona should be changed.
24. The dialog exchange system of claim 23, further comprising the
program of instructions further operable to change the dialog
exchange system persona in response to a determination that the
selected dialog exchange system persona should be changed, and
monitor user responses to prompts generated in accordance with the
changed dialog exchange system persona such that a determination
may be made as to the need for yet another change to the dialog
exchange system persona.
25. A computer readable medium encoding a program of instructions,
the program of instructions operable to: select an interactive
voice response (IVR) system persona based on at least one
personality trait identified in a user response; and conduct a
dialog exchange in accordance with the selected IVR system
persona.
26. The computer readable medium of claim 25, wherein the program
of instructions is further operable to select the IVR system
persona from a library of personas.
27. The computer readable medium of claim 25, wherein the program
of instructions is further operable to create a user persona from a
plurality of IVR system persona characteristics.
28. The computer readable medium of claim 25, wherein the program
of instructions is further operable to monitor user responses to
subsequent IVR system prompts to determine whether a change in one
or more user personality traits suggests a need for changing the
selected IVR system persona.
29. The computer readable medium of claim 28, wherein the program
of instructions is further operable to: select a new IVR system
persona in response to the suggestion of a need; and conduct a
dialog exchange directed to completing a user desired transaction
in accordance with the newly selected IVR system.
30. The computer readable medium of claim 28, wherein the program
of instructions is further operable to automatically select a new
style for the selected persona in response to detecting the need
for changing the selected IVR system persona.
31. The computer readable medium of claim 25, wherein the program
of instructions is further operable to select an IVR system persona
from a plurality of user personality traits identified in a verbal
user response.
Description
TECHNICAL FIELD OF THE INVENTION
[0001] The present invention relates generally to customer service
delivery and, more particularly, to providing adaptive customer
service delivery via interactive voice response systems.
BACKGROUND OF THE INVENTION
[0002] 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.
BRIEF DESCRIPTION OF THE DRAWINGS
[0003] 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:
[0004] FIG. 1 illustrates a block diagram showing a system
incorporating teachings of the present invention; and
[0005] 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.
DETAILED DESCRIPTION OF THE INVENTION
[0006] 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.
[0007] 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.
[0008] 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.
[0009] As depicted in FIG. 1, system 10 preferably includes at
least one IVR system 12. In one embodiment, 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. As depicted, 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.
[0010] In an embodiment of 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. As described below, storage system 20
or portions thereof may be incorporated into computer system 18,
according to teachings of the present invention.
[0011] 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.
[0012] 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 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. Examples of 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.
[0013] One or more component systems interfaces 28 are also
preferably included and coupled to microprocessor 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
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. In addition, 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.
[0014] As illustrated in FIG. 1 and mentioned above, one or more
traffic handling devices 14 may be coupled between computer system
18 and storage system 20. In an alternate embodiment, however,
storage system 20 may be included within or internal to computer
system 18. In such an embodiment, storage system 20 or one or more
components thereof may be directly coupled to the one or more
component systems interfaces 28.
[0015] 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 of storage 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 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. In yet another embodiment
of IVR system 12, one or more HDD devices 30 may be included in
computer system 18 with one or more SANs 32 included in storage
system 20.
[0016] As with many computer systems, a variety of applications 34
may be used to leverage the functionality or processing capability
of computer system 18. In the present invention, 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. For
example, 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. In
addition, 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.
[0017] 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 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. In one embodiment, 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. 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.
[0018] 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.
[0019] 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 on HDD devices 30 and/or on SANs 32. According to
teachings of the present invention, when a repeat user contacts IVR
system 12, 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. As will be described in more detail
below, 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.
[0020] 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 the IVR system 12, elicit
desirable responses to IVR system 12 prompts, such as sales
prompts, as well as achieve other benefits.
[0021] 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
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.
[0022] 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.
[0023] Specifically referring to FIG. 2, 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.
[0024] At 54, 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 maintains IVR system 12 in a wait-state at 54 while
there is no call detected or being received on communications link
16. As with many computer-based systems, 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.
[0025] Once an incoming call is detected or being received at 54,
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.
[0026] As mentioned above, 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.
Alternatively, IVR system 12 may include functionality operable to
permit IVR 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 between IVR system 12 and a user communication device 40
are contemplated within the scope and spirit of the present
invention.
[0027] 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
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.
[0028] 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 by IVR 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, and user 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
or more IVR system 12 settings, as well as from other factors.
[0029] 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 the IVR 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.
[0030] Upon generation of a first user prompt at 60, 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 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.
[0031] Upon communication of the first prompt to the user at 62,
method 50 preferably proceeds to 64. At 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. 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.
[0032] Once the predetermined wait time has been exhausted at 66,
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 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.
[0033] If at 64 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 and IVR system 12 has been severed,
method 50 preferably returns to 54 where the next user call may be
awaited. Alternative implementations of preventing IVR system 12
from being trapped in a loop awaiting a user response to an IVR
system 12 prompt are contemplated and should be included within the
spirit and scope of the present invention. For example, at block
70, IVR system 12 may transfer the caller to a human operator.
[0034] 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.
[0035] At 72, 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 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.
[0036] 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 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.
[0037] 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 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. 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 an 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.
[0038] 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
or experienced 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. For example 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.
[0039] After interrogating one or more of the persona libraries 36
preferably included on one or more HDD device 30 or SAN 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, 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. Once the selected IVR system 12
persona is activated at 80, method 50 preferably proceeds to
82.
[0040] 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 single
persona IVR system 12 based call centers.
[0041] Generally at 82, 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.
[0042] 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. 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, if
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.
[0043] Once the next user prompt has been communicated to the user
at 84, 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.
[0044] At 90, 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 of IVR system 12 prompt retries has
not been exhausted, method 50 preferably returns to 84 where the
IVR 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 of IVR 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.
[0045] 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 the
IVR system 12 prompt directed to completing the desired user
transaction communicated at 84.
[0046] At 94, 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.
[0047] At 98, 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.
[0048] If at 98 a change is detected in the user's demeanor or
personality, 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. 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.
[0049] At 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.
[0050] However, if at 100 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 of IVR
system 12 may be stored for use during subsequent transactions or
dialog exchanges with the user. In such an IVR 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 or more HDD devices 30 or SANs 32. As mentioned above,
such 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.
[0051] 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.
[0052] 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 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.
[0053] 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.
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