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WO2003063049A1 - Procede et systeme d'assistance a interface vocale - Google Patents

Procede et systeme d'assistance a interface vocale Download PDF

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Publication number
WO2003063049A1
WO2003063049A1 PCT/SE2003/000089 SE0300089W WO03063049A1 WO 2003063049 A1 WO2003063049 A1 WO 2003063049A1 SE 0300089 W SE0300089 W SE 0300089W WO 03063049 A1 WO03063049 A1 WO 03063049A1
Authority
WO
WIPO (PCT)
Prior art keywords
support
information
user
input device
server
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/SE2003/000089
Other languages
English (en)
Inventor
Peter Nordin
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Tific AB
Original Assignee
Tific AB
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Tific AB filed Critical Tific AB
Publication of WO2003063049A1 publication Critical patent/WO2003063049A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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Classifications

    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/16—Sound input; Sound output
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Definitions

  • the present invention relates to a method and a system for computerized support.
  • a voice interface would be advantageous, and some attempts have also been made in using voice interfaces in such systems.
  • WO 88/05918 discloses an apparatus for aiding technicians in diagnosing malfunctioning devices.
  • the apparatus comprises a database contains diagnostic data including the possible causes of the faulted status of the device, corresponding operation conditions, and information about corresponding suitable repair actions.
  • Diagnosis is performed by matching the input, e.g. provided by a voice interface, with the possible fault conditions stored in the database.
  • US 5 660 176 discloses a system for computerized medical diagnosis.
  • a patient responds to a number of questions, and based on the responses a diagnosis is made.
  • a database may also be used for storage of the patients medical record.
  • EP 0 342 859 discloses a patient assistance system, which provides interactive medical diagnosis and treatment. Some of the communication between the system and the patient is directed through a voice interface.
  • the invention relates to a method for computerized support comprising the steps of: providing at least one input device, at least one support server, a database connected to said server, and a communication network connecting said input device and said support server, said input device providing a voice interface between the input device and a user; and in the server: receiving information about an object for which support is requested from the input device; determining, based on said information, the type of object for which support is requested; demanding and receiving a response for at least one question from the user through the voice interface; demanding and receiving a response for at least one further question through the voice interface, said further question being based on the response of the previous question, and repeating this step at least once; determining, based on said responses and pre-stored information in said database, a probable fault condition for the object for which support is requested; and determining, based on pre-stored information in said database associated with said determined probable fault condition, an action to be taken for alleviation of said fault condition.
  • This support method could be used for a wide variety of different products and objects, and is especially suitable for technical devices, and especially electrical devices, such as computers, telephones, TV-sets, video equipment, audio equipment, copiers, etc. However, it may also be used for other types of technical equipment, such as cars, bicycles, vacuum cleaners, etc, or even for nontechnical objects, such as forms to be filled in or the like.
  • the support service may be easily accessed by e.g. dialing a telephone number on an ordinary phone, and the telephone number may be clearly indicated on the object, preferably together with the identity code for the object.
  • efficient support service may be provided for almost every type of products around the clock every day in the week.
  • the support system is further relatively inexpensive and easy to set up, and could easily be changed or improved in different ways over time.
  • the use of questions which depends on the earlier responses makes the process of determining the problem very efficient and increases the reliability.
  • the reception of information about the object for which protection is sought makes it possible both to use the same support system for many different types of objects, and to personalize the support service to a large extent, making it more efficient and reliable.
  • the information about the object comprises an identification code for said object, and most preferably the identification code is a unique code associated with said object for identification.
  • the determined action could be performed by an operator of said object for which support is requested, and the method could then further comprise the subsequent step of demanding and receiving a response for at least one further question related to the result of the performed action.
  • the user could easily and effectively be guided through the remedy or repair process .
  • the object for which support is required is connected to the communication network, wherein the method could comprise the further step of executing the determined action automatically through said communication network. This renders the process even more effective.
  • At least some, and preferably all, of said questions are further formulated to narrow the scope of possible fault conditions which are pre-stored in said database.
  • the transformation between speech and data understandable by the support server becomes more easy.
  • the questions are further formulated to provide a limited set of possible responses.
  • the method further comprises the. steps: receiving information about the user requesting support ; using said received user information for user personalization of at least one further step.
  • the support service could be personalized for each user or group of user, which makes it more efficient and reliable.
  • At least one of the following steps could preferably be personalized: the determination of the type of object for which support is requested; the choice of questions to be responded; the determination of a probable fault condition; and the determination of an action to be taken for alleviation of said fault condition.
  • the received user information is used to access additional user information associated with said user from a user information database connected to said server.
  • the received information about the user requesting support could additionally or alternatively be used for controlling payment from the user for the support service.
  • the invention further relates to a corresponding system for computerized support comprising at least one input device, at least one support server, a database connected to said server, and a communication network connecting said input device and said support server, said input device providing a voice interface between the input device and a user, said support server comprising: means for identifying the type of object for which support is requested from information about said object provided by the input device; means for generation of questions based on said identified type of object and information in said database, and, except for the first question, on a response of the previous question, wherein said questions and responses are to be transmitted through the voice inter ace; means for determining, based on said responses and pre-stored information in said database, a probable fault condition for the object for which support is requested; and means for determining, based on pre-stored information in said database associated with said determined probable fault condition, an action to be taken for alleviation of said fault condition.
  • FIG. 1 is a schematic illustration of a support system according to an embodiment of the present invention.
  • Fig 2 is a flow chart illustrating a support method according to an embodiment of the present invention.
  • the support system comprises an input device 1, and preferably several input devices, such as telephones, and preferably cellular or mobile phones, communicating through a wireless network 6.
  • input devices such as telephones, and preferably cellular or mobile phones, communicating through a wireless network 6.
  • PSTN ordinary telephone network
  • the input device comprises a voice interface for receiving and transmitting speech information.
  • the input device preferably comprises a microphone for speech reception from the user and a speaker, earphone or the like for sound transmission to the user.
  • the system further comprises at least one support server 3.
  • the server could for example comprise a conventional network server.
  • the server is connected to at least one, and preferably several databases 4.
  • the databases could either be integrated with the server, or be arranged outside the server but connected to the same. Further, in case of several databases, they could either be stored in separate storage units, or in different memory areas on the same memory or storage unit .
  • the input device 1 and the server 3 are connected through a communication network.
  • the communication network could comprise a wire less communication link, a permanent link or combinations of the two.
  • the support server is connected to a wide area network 5, such as the Internet .
  • the input device could be directly connected to the same network 5, but preferably, it is indirectly connected to the network through an intermediate unit 2.
  • the connection 6 between the intermediate unit 2 could be an ordinary telephone connection, either through the permanently switched telephone network (PSTN) , or through a wireless network, such as the GSM.
  • PSTN permanently switched telephone network
  • GSM Global System for transformation between data and speech, a speech synthesizer and a speech recognition unit are preferably used. These units could be arranged in the input unit or in the support server, but preferably they are both arranged in the intermediate unit, in case a such is present.
  • the support server comprises means for identifying the type of object for which support is requested from information about said object provided by the input device.
  • the information about the object could preferably comprise an identification code for said object, and preferably a unique code associated with said object for identification.
  • the codes could be entered as data, through a keypad, keyboard or the like on the input device, or through the voice interface.
  • the information about the object or type of object could be entered in other ways, such as a general description in plain words, or by responding to questions about the object provided by the support server.
  • the object information could also be communicated automatically by the input device when connecting to the network and the support server.
  • the type of object is determined, and perhaps event the specific object in question. This determination is based on the input data in combination with pre-stored data in the database.
  • the database could comprise an association, such as a list or a mapping, correlating the codes with pre-stored information about the corresponding objects.
  • the support server further comprises means for generation of questions based on said identified type of object and information in said database, and, except for the first question, on a response of the previous question.
  • the first question is preferably based on the information about the object, and the set of possible faults and problems related to this object stored in the database .
  • the questions are preferably formulated to narrow the scope of possible fault conditions which are pre-stored in said database, wherein the number of possible faults or problems diminishes with every response provided by the user. By means of said responses and the information stored in the database, the most probable fault condition could then be automatically determined.
  • the questions are further preferably formulated to provide a limited set of possible responses, such as "yes” or "no", a choice among a defined set of alternatives, a numerical value, or the like.
  • the speech recognition becomes easier and more reliable, and the automatic drawing of conclusions based on the response is greatly facilitated.
  • the voice interface preferably uses a predetermined limited speech grammar, which also facilitates the speech recognition and the computerized handling based on the responses.
  • voice interfaces such as the per se previously known Voice XML could be used.
  • voice interfaces such as the per se previously known Voice XML could be used.
  • a person versed in the art realizes that many other types of speech grammars could be defined and used to achieve the purpose of the present invention.
  • the support server also comprises means for determining an action to be taken for alleviation of the determined probable fault condition. This could preferably be accomplished by associating one or several such actions to each problem or fault defined in the database. The determination could then be made by mapping or listing the relation between the problems or faults and the proposed actions.
  • the action could executed on the object automatically.
  • the action may also comprise one or several steps to be performed manually by e.g. the user or any other operator of the object for which support is sought. Instructions for such actions may also be communicated through the voice interface .
  • steps are to be executed manually, check-up questions are preferably formulated by the support server, in order to receive a response related to the result of the performed action.
  • the check-up questions also provides an opportunity to correct difficulties and handling errors, and, if possible, choose alternative solutions when needed.
  • the support server may also comprise means for identifying information about the user, and preferably the identity of the user.
  • the information about the user could preferably comprise an identification code for the user, and preferably a unique code associated with the client.
  • identification code for the user
  • non-unique codes being general for different groups of users, such as users of different skill levels, users associated with different companies, users from different countries and the like.
  • the codes could be entered as data, through a keypad, keyboard or the like on the input device, or through the voice interface.
  • the information about the client or user could be entered in other ways, such as a general description in plain words, or by responding to questions about provided by the support server.
  • the user information could also be communicated automatically by the input device when connecting to the network and the support server, by means of so called cookies or the like.
  • the user information may be used for personalization and adaptation of the process of determining the object or type of object for which support is requested, the diagnostic process of determining the problem or fault of the object, such as the formulation of questions and drawing of conclusions based on the responses, and/or the process of repair and remedy of the identified fault.
  • the user information may be used to access pre- stored data about the user or group of users from a user information database.
  • This pre-stored data could comprise information about previous support events, equipment in the possession of the user, competence of the user, etc.
  • the support may be personalized to make it more efficient.
  • the support system could easily self-improving, whereby it will become more efficient over time.
  • the user information may be used for accounting purposes.
  • the support provider may receive payment for the support service provided to the user.
  • the user information may in this case be used for automatic or semi-automatic debiting for the provided service.
  • the means and functionality of the support server discussed above may be software implemented, but may also be implemented in hardware.
  • a first step SI the user connect to the support server through the input device. This could e.g. be done by dialing a certain number. Thereafter, it is determined whether the ID for the object is known, step S2. If the ID is known, it is provided to the support server, step S3, or else, the identity is determined by use of questions formulated by the support server, step S4.
  • step S5 it is determined whether the identified support object could be handled by the support server, step S5.
  • the user is process is ended and the user is disconnected or transferred to another support system, step S6. Otherwise, questions is formulated and asked to the user in order to identify and determine the problem or fault of the object as is discussed in more detail above, step S7. Thereafter, it is concluded whether the problem could be solved on spot, or if qualified assistance is needed, step S8. If so, the user is informed about the situation and is instructed to seek qualified assistance, step S9. If the problem is manageable, it is then determined whether the problem could be solved automatically, step S10. If so, the remedy actions are executed automatically, step Sll.
  • step S12 If manual steps are required, an instruction for those steps are generated and transferred to the user, as is discussed in more detail above, step S12. It is then confirmed that the problem is solved, for example by check-up questions, step S13. If the problem remains, or if there are any other problems, the process is returned to either step S6 or Sll, depending on the situation. When the problems are solved, the process is ended in step S14.
  • the support system and method of the invention is especially suitable for technical devices, and especially electrical devices, such as computers, telephones, TV- sets, video equipment, audio equipment, copiers, etc.
  • the support service may be accessed by dialing a telephone number on an ordinary phone, and the telephone number may be clearly indicated on the object, preferably together with the identity code for the object.
  • efficient support service may be provided for almost every type of products around the clock every day in the week.
  • the support system is further relatively inexpensive and easy to set up, and could easily be changed or improved in different ways over time.

Landscapes

  • Engineering & Computer Science (AREA)
  • Health & Medical Sciences (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Theoretical Computer Science (AREA)
  • Human Computer Interaction (AREA)
  • Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • General Health & Medical Sciences (AREA)
  • Computational Linguistics (AREA)
  • Acoustics & Sound (AREA)
  • Multimedia (AREA)
  • Telephonic Communication Services (AREA)
  • Computer And Data Communications (AREA)

Abstract

La présente invention concerne un procédé et un système permettant la fourniture d'assistance informatisée. Un dispositif d'entrée communique à travers un réseau de communication avec un serveur d'assistance, dans lequel le dispositif d'entrée fournit une interface vocale entre le dispositif d'entrée et l'utilisateur. En outre, une base de données est reliée au serveur. En fonctionnement, le serveur reçoit une information concernant un objet pour lequel une assistance est requise à partir du dispositif d'entrée dispositif d'entrée, et détermine, sur la base de l'information reçue et des réponses aux questions reçues, un état défectueux pour l'objet pour lequel une assistance est requise. Les questions sont fonction de la réponse à la question précédente. Par ailleurs, une action à entreprendre pour la réparation dudit état défectueux peut également être déterminée.
PCT/SE2003/000089 2002-01-21 2003-01-21 Procede et systeme d'assistance a interface vocale Ceased WO2003063049A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
SE0200148-5 2002-01-21
SE0200148A SE0200148D0 (sv) 2002-01-21 2002-01-21 A method and system for support with voice interface

Publications (1)

Publication Number Publication Date
WO2003063049A1 true WO2003063049A1 (fr) 2003-07-31

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PCT/SE2003/000089 Ceased WO2003063049A1 (fr) 2002-01-21 2003-01-21 Procede et systeme d'assistance a interface vocale

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SE (1) SE0200148D0 (fr)
WO (1) WO2003063049A1 (fr)

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1988005918A1 (fr) * 1987-02-06 1988-08-11 Analytics Incorporated Systeme de maintenance
EP0342859A2 (fr) * 1988-05-12 1989-11-23 Health Tech Services Corporation Système interactif d'assistance à des patients
EP0774853A2 (fr) * 1995-11-15 1997-05-21 Microsoft Corporation Méthode et système pour visualiser graphiquement et naviguer à travers un menu interactif à réponse vocale
US5660176A (en) * 1993-12-29 1997-08-26 First Opinion Corporation Computerized medical diagnostic and treatment advice system
WO1998007142A1 (fr) * 1996-08-12 1998-02-19 Cohen Kopel H Systeme de controle de patients ayant une capacite de reconnaissance vocale

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1988005918A1 (fr) * 1987-02-06 1988-08-11 Analytics Incorporated Systeme de maintenance
EP0342859A2 (fr) * 1988-05-12 1989-11-23 Health Tech Services Corporation Système interactif d'assistance à des patients
US5660176A (en) * 1993-12-29 1997-08-26 First Opinion Corporation Computerized medical diagnostic and treatment advice system
EP0774853A2 (fr) * 1995-11-15 1997-05-21 Microsoft Corporation Méthode et système pour visualiser graphiquement et naviguer à travers un menu interactif à réponse vocale
WO1998007142A1 (fr) * 1996-08-12 1998-02-19 Cohen Kopel H Systeme de controle de patients ayant une capacite de reconnaissance vocale

Also Published As

Publication number Publication date
SE0200148D0 (sv) 2002-01-21

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