Patent•
VoiceXML and rule engine based switchboard for interactive voice response (IVR) services
26 Sep 2003-
TL;DR: In this paper, a call session data is routed to the destination interactive voice response (IVR) application when the destination IVR application is capable of supporting the external data interface.
Abstract: Call routing systems and methods are provided. A particular routing method comprises decoding a message based on an incoming call to determine whether a live agent is required. When a live agent is not required, a destination interactive voice response (IVR) application is identified, a determination of whether the destination IVR application is VoiceXML capable is made, and the incoming call is sent to the destination IVR application when the destination IVR application is VoiceXML capable. When the destination IVR application is not VoiceXML capable, a determination of whether the destination IVR application is capable of supporting an external data interface is made, and incoming call session data is routed to the destination IVR application when the destination IVR application is capable of supporting the external data interface. An audio file including one or more dual tone multi-frequency (DTMF) commands based on the incoming call session data is constructed and sent to the destination IVR application when the destination IVR application is not VoiceXML capable and is not capable of supporting an external data interface.
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Patent•
11 Jan 2011TL;DR: In this article, an intelligent automated assistant system engages with the user in an integrated, conversational manner using natural language dialog, and invokes external services when appropriate to obtain information or perform various actions.
Abstract: An intelligent automated assistant system engages with the user in an integrated, conversational manner using natural language dialog, and invokes external services when appropriate to obtain information or perform various actions. The system can be implemented using any of a number of different platforms, such as the web, email, smartphone, and the like, or any combination thereof. In one embodiment, the system is based on sets of interrelated domains and tasks, and employs additional functionally powered by external services with which the system can interact.
1,462 citations
Patent•
28 Sep 2012TL;DR: In this article, a virtual assistant uses context information to supplement natural language or gestural input from a user, which helps to clarify the user's intent and reduce the number of candidate interpretations of user's input, and reduces the need for the user to provide excessive clarification input.
Abstract: A virtual assistant uses context information to supplement natural language or gestural input from a user. Context helps to clarify the user's intent and to reduce the number of candidate interpretations of the user's input, and reduces the need for the user to provide excessive clarification input. Context can include any available information that is usable by the assistant to supplement explicit user input to constrain an information-processing problem and/or to personalize results. Context can be used to constrain solutions during various phases of processing, including, for example, speech recognition, natural language processing, task flow processing, and dialog generation.
593 citations
Patent•
08 Sep 2006TL;DR: In this paper, a method for building an automated assistant includes interfacing a service-oriented architecture that includes a plurality of remote services to an active ontology, where the active ontologies includes at least one active processing element that models a domain.
Abstract: A method and apparatus are provided for building an intelligent automated assistant. Embodiments of the present invention rely on the concept of “active ontologies” (e.g., execution environments constructed in an ontology-like manner) to build and run applications for use by intelligent automated assistants. In one specific embodiment, a method for building an automated assistant includes interfacing a service-oriented architecture that includes a plurality of remote services to an active ontology, where the active ontology includes at least one active processing element that models a domain. At least one of the remote services is then registered for use in the domain.
389 citations
Patent•
24 May 2012TL;DR: In this paper, an electronic device may capture a voice command from a user and store contextual information about the state of the electronic device when the voice command is received, such as a desktop computer or a remote server.
Abstract: An electronic device may capture a voice command from a user. The electronic device may store contextual information about the state of the electronic device when the voice command is received. The electronic device may transmit the voice command and the contextual information to computing equipment such as a desktop computer or a remote server. The computing equipment may perform a speech recognition operation on the voice command and may process the contextual information. The computing equipment may respond to the voice command. The computing equipment may also transmit information to the electronic device that allows the electronic device to respond to the voice command.
385 citations
Patent•
30 Sep 2011TL;DR: In this article, the authors present a method for automatically determining whether a digital assistant application has been separately invoked by a user without regard to whether a user has separately invoked the application.
Abstract: The method includes automatically, without user input and without regard to whether a digital assistant application has been separately invoked by a user, determining that the electronic device is in a vehicle. In some implementations, determining that the electronic device is in a vehicle comprises detecting that the electronic device is in communication with the vehicle (e.g., via a wired or wireless communication techniques and/or protocols). The method also includes, responsive to the determining, invoking a listening mode of a virtual assistant implemented by the electronic device. In some implementations, the method also includes limiting the ability of a user to view visual output presented by the electronic device, provide typed input to the electronic device, and the like.
367 citations
References
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Patent•
06 Jun 1995
TL;DR: An adaptive interface for a programmable system, for predicting a desired user function, based on user history, as well as machine internal status and context, is presented for confirmation by the user, and the predictive mechanism is updated based on this feedback as mentioned in this paper.
Abstract: An adaptive interface for a programmable system, for predicting a desired user function, based on user history, as well as machine internal status and context. The apparatus receives an input from the user and other data. A predicted input is presented for confirmation by the user, and the predictive mechanism is updated based on this feedback. Also provided is a pattern recognition system for a multimedia device, wherein a user input is matched to a video stream on a conceptual basis, allowing inexact programming of a multimedia device. The system analyzes a data stream for correspondence with a data pattern for processing and storage. The data stream is subjected to adaptive pattern recognition to extract features of interest to provide a highly compressed representation which may be efficiently processed to determine correspondence. Applications of the interface and system include a VCR, medical device, vehicle control system, audio device, environmental control system, securities trading terminal, and smart house. The system optionally includes an actuator for effecting the environment of operation, allowing closed-loop feedback operation and automated learning.
1,976 citations
Patent•
01 Feb 1999
TL;DR: An adaptive interface for a programmable system, for predicting a desired user function, based on user history, as well as machine internal status and context, is presented for confirmation by the user, and the predictive mechanism is updated based on this feedback as mentioned in this paper.
Abstract: An adaptive interface for a programmable system, for predicting a desired user function, based on user history, as well as machine internal status and context. The apparatus receives an input from the user and other data. A predicted input is presented for confirmation by the user, and the predictive mechanism is updated based on this feedback. Also provided is a pattern recognition system for a multimedia device, wherein a user input is matched to a video stream on a conceptual basis, allowing inexact programming of a multimedia device. The system analyzes a data stream for correspondence with a data pattern for processing and storage. The data stream is subjected to adaptive pattern recognition to extract features of interest to provide a highly compressed representation that may be efficiently processed to determine correspondence. Applications of the interface and system include a video cassette recorder (VCR), medical device, vehicle control system, audio device, environmental control system, securities trading terminal, and smart house. The system optionally includes an actuator for effecting the environment of operation, allowing closed-loop feedback operation and automated learning.
1,182 citations
Patent•
22 Nov 1999
TL;DR: In this article, the authors describe a system and method for communicating voice and data over a packet-switched network that is adapted to coexist and communicate with a legacy PSTN.
Abstract: The present invention describes a system and method for communicating voice and data over a packet-switched network that is adapted to coexist and communicate with a legacy PSTN. The system permits packet switching of voice calls and data calls through a data network from and to any of a LEC, a customer facility or a direct IP connection on the data network. The system includes soft switch sites, gateway sites, a data network, a provisioning component, a network event component and a network management component. The system interfaces with customer facilities (e.g., a PBX), carrier facilities (e.g., a LEC) and legacy signaling networks (e.g., SS7) to handle calls between any combination of on-network and off-network callers. The soft switch sites provide the core call processing for the voice network architecture. The soft switch sites manage the gateway sites in a preferred embodiment, using a protocol such as the Internet Protocol Device Control (IPDC) protocol to request the set-up and tear-down of calls. The gateway sites originate and terminate calls between calling parties and called parties through the data network. The gateway sites include network access devices to provide access to network resources. The data network connects one or more of the soft switch sites to one or more of the gateway sites. The provisioning and network event component collects call events recorded at the soft switch sites. The network management component includes a network operations center (NOC) for centralized network management.
1,024 citations
Patent•
17 Jan 1997TL;DR: In this article, the authors present a system for electronic commerce where personal agents represent consumers and providers in a virtual marketplace, based on data generated by the activities of the decision agents and on preference data maintained by consumer personal agents, provider personal agents can quantify current, historical and future demand, simulate demand, and target specific consumers for advertising and other messages.
Abstract: A system for electronic commerce (10) having personal agents (12 and 13) that represent consumers and providers in a virtual marketplace (28). Consumer personal agents conceal the identity of the consumer and are capable of creating decision agents (14) that shop for products and assist consumers in comparing and ranking products. Provider personal agents are capable of creating demand agents (16) that quantify demand and target specific consumers without learning the identity of the consumers. Based on data generated by the activities of the decision agents and on preference data maintained by consumer personal agents, provider personal agents can quantify current, historical, and future demand, simulate demand, and target specific consumers for advertising and other messages. Provider personal agents can cooperate with consumer personal agents to collect data about reasons for sales and lost sales and to offer consideration payments to consumers. Consumer personal agents can automatically reject unsolicited messages that do not satisfy the consumer's preferences.
920 citations
Patent•
IBM1
TL;DR: In this paper, a method for performing focus detection, ambiguity resolution and mood classification in accordance with multi-modal input data, in varying operating conditions, in order to provide an effective conversational computing environment (418, 422) for one or more users (812).
Abstract: This is a method provided for performing focus detection, ambiguity resolution and mood classification (815) in accordance with multi-modal input data, in varying operating conditions, in order to provide an effective conversational computing environment (418, 422) for one or more users (812).
694 citations