TW474090B - Speech-enabled information processing - Google Patents

Abstract

An interactive speech system includes a port configured to receive a call from a user and to provide a communication link between the system and the user, memory having personnel directory information stored therein including indicia of a plurality of people and routing information associated with each person for use in routing the call to a selected one of the plurality of people, the memory also having company information stored therein associated with a company associated with the interactive speech system, and a speech element coupled to the port and the memory and configured to convey first audio information to the port to prompt the user to speak to the system, the speech element also being configured to receive speech from the user through the port, to recognize the speech from the user, and to perform an action based on recognized user's speech, the speech element being further configured to convey second audio information to the port in accordance with the company information stored in the memory.

Description

474090 A7 _ B7 V. Description of the invention (1) Cross-reference to related applications (please read the notes on the back first and fill out this page) This application was filed before the US Patent Provisional Application 60 / 144,609 filed on June 20, 999 The name is "SPEECH-ENABLED CALL AND INFORMATION PROCESSING SYSTEM". TECHNICAL FIELD The present invention relates to telecommunications, and more specifically, it relates to interactive voice applications. BACKGROUND OF THE INVENTION Application of computer-based voice processing systems in various aspects More and more common. Ί i. Some voice processing systems provide interactive voice response (IVR) between the system and callers / users. Application examples of IVR systems include automated personal notebooks and customer service applications. Customer service applications include Assist callers to get airline flight information or reservations, or stock outcry systems.. Intellectual Property Bureau, Ministry of Economic Affairs, Employee Consumer Cooperative. Certain customer services are also printed via computerized global encapsulation-exchange called the Internet. The internet, in particular via the global web (nthe web ") using global web pages ("webpages ") station. These sites typically include a "homepage" with some information and links to other pages on the site that provide more information and / or services. Each company's webpage allows users to obtain company information, j to access their directories, and other information 'such as stock bargains or flight information, or services such as shopping (such as CD records) or services (such as airline tickets). Many websites contain the same type of web pages for users to choose from, such as company information, company catalogs, latest news about the company, and _ This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) 474090 A7 B7 V. Description of Invention (2) Products / services that can be provided to users. The web page can be navigated by using a web browser. Typical navigation tools are "previous", "next" and "home" Invention Description Generally speaking, one aspect of the present invention is to provide a conversational voice The system V / includes a port, and the frame is configured to receive calls from users, and provides a communication link between the system and the users, a memory, which stores a personal directory ί ............ ..-.............. The information includes a plurality of personal instructions and line information related to each person, which is used to arrange the call to the selected person among the plurality of individuals, and remember It also stores the company information of the company related to the interactive voice system, as well as the voice unit, which is coupled to the port and the memory, and is framed to send the first sound information to the user to prompt the user to speak to the system. The unit is also structured to receive the user's voice through the port to recognize the user's voice and perform actions based on the recognized user's voice. The voice unit is further structured to enable the first Second voice Information is sent to the port. Implementations of the invention include one or more of the following features. * The voice unit is structured to transmit voice in a format at least partially similar to the Internet. The voice unit is constructed to respond to the request of the user identified by the voice unit, provide information stored in the memory according to the request, and arrange the call to the person indicated by the user's request according to the line information related to the person . Part of the company information stored in memory is related to each other on various information pages according to multiple types of information, including how to contact the company. The voice unit is structured if the user's voice is on the information page recently accessed by the voice unit. (Please read the note on the back first to complete this page) i Install 丨 Online ”Consumer Cooperatives, Intellectual Property Bureau, Ministry of Economic Affairs The printed paper size is in accordance with China National Standard (CNS) A4 (210 X 297 mm) -5-474090 A7 B7 Consumer cooperation between employees of the Intellectual Property Office of the Ministry of Economic Affairs 4J. V. Description of invention (3) Within the scope of the term, follow User voice. The types of information further include v 'about company location, company products (if any), and services provided by the company (if any). Company information stored in memory includes information available from the company's website. Memory and voice units are organized differently from organizations that provide company information to users than organizations that provide company information on company websites. The voice unit is structured to access the information page in response to voice commands from the user, and the functions of these voice commands are related to those provided by the web browser. These commands include "Previous", "Next", and "First Page". The voice unit is structured to execute a transaction via a user's voice instruction. .....-: The system further includes a voice application monitor, which is constructed to monitor the actions of the voice unit and the corresponding incoming voice from the user. The voice unit is structured to store the conversation data in the memory to indicate at least one of the following: the user's voice; whether the user's voice is recognized after being recognized, whether the voice unit takes action, and what action is taken ; And, whether the user's voice reliability is lower than a predetermined threshold; the voice application monitor is framed to constitute an indication of the conversation information stored in the voice unit u. ',-Voice unit. The voice application monitor is coupled to memory via the Internet. * The voice unit is constructed to perform at least one disambiguation of the user's voice and confirm the user's voice. The system further includes a control unit coupled to the memory, and is constructed to receive control signals external to the system, and respond to the control signals to modify information in the memory. The control unit is structured to add information to the memory "to delete information in the memory and change information in the memory. 、 The voice unit is further framed to send information to the user to prompt the use of _ (please read the note on the back first and fill in this page)

IIU-丨 booking and ordering • The line _ degree is applicable to the Chinese National Standard (CNS) A4 specification (210 X 297 mm) -6- 474090 Α7 Β7 Printed by the Intellectual Property Bureau of the Ministry of Economic Affairs, Consumer Consumption Cooperative V. Invention Description (4) The author provides disambiguation information about the individual, and uses the disambiguation information to disambiguate among multiple individuals who the user wants to contact. V. Broadly speaking, in another aspect, the present invention provides a computer program product including a computer-readable instruction for causing the computer to respond to receiving a call from the user, i. Communication link to retrieve information from memory storing personal directory information, including instructions from multiple individuals and line information related to each individual / to arrange calls to selected individuals among multiple individuals, also in memory Stores company information of the company related to the interactive voice system, sends the first sound information to the user to prompt the user to speak, receives the user's voice, recognizes the voice from the user, and according to the recognized user's voice Perform the action and send the second sound information to the user according to the company information stored in the memory. Implementations of the invention include one or more of the following features. ~ The instructions that cause the computer to send the second sound information cause the computer to send the second sound information in a format at least partially similar to the network. The instructions for causing the computer to send and send the second sound information cause the computer to respond to the request of the user identified by the computer, and provide the information stored in the memory in accordance with the request. The computer program M product further includes instructions for personally related The line information caused the computer to schedule the call to the individual instructed by the request. The information is stored in the memory in pages according to a plurality of predetermined information types, and the instructions for causing the computer to recognize the user's voice cause the computer to use the vocabulary associated with the current voice page to recognize the user's voice. Company information stored in memory includes information available on the company's website and an organization that causes the computer to send the second sound information to the user and causes the computer to send the second sound information to the user_ This paper standard Applicable to China National Standard (CNS) A4 specification (210 X 297 mm) (Please read the note on the back first '8 |||? Fill in this page) Pack' 1 order ·-丨 · 474030 A7 B7 Intellectual Property of the Ministry of Economic Affairs Printed by the Bureau ’s Consumer Cooperatives 5. The Invention Description (5) is different from the organization that provides company information on the company website. The instructions that cause the computer to capture k " " information cause the computer to respond to the user's voice commands to retrieve information. The functions of these voice commands are related to those provided by the web browser. These commands include "previous", "next" and "home" 〇 "Computer program products further include instructions that cause the computer to perform transactions indicated by the user's voice." Computer program products further include information that causes the computer to talk Stored in memory to indicate at least one of the following: the user's voice; whether the user's voice is recognized after being recognized, whether the computer takes action, and what action it takes; and, the user's voice trust Whether the degree is below an established threshold, and instructions for reporting the stored conversation data. The computer program product further includes instructions that cause the computer to perform an action based on an attempt to recognize the user's voice • *. The computer program product further includes the computer that receives a control Signals and control signals to modify the instructions contained in the information in the memory. The instructions that cause the computer to modify the content of the information in the memory include instructions to add information to the memory, instructions to delete information from the memory, and changes to the memory. Information on instruction 2 0 computer program product further The instructions include causing the computer to: send information to the user to prompt the user to provide information about disambiguation of the individual, and use VI I. Disambiguation Information to disambiguate among multiple individuals who the user wants to contact. Saying 'In another aspect, the present invention provides a method for combining with a user via an interactive voice application. The method includes receiving from a user, a--, (Please read the note on the back first? ^ Fill this Page) Bookbinding:-丨 '

_ _ · -_Ϋ 1 IWTI This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) -8-474090 A7 B7 V. Incoming call of invention description (6), establish communication link with user Finally, capture the voice instructions, '>; Ll (please read the note on the back first to fill out this page) Part of the stored data is presented to the user, and part of the stored is similar to the Internet The data is presented to the user in voice. Implementations of the invention include one or more of the following features. The stored information is stored in the group according to the relevant title contained in the instruction data in each corresponding group, and the presentation includes transmitting the title of a part of the stored data to the user by voice. The method further includes receiving a user's voice, converting the user's voice into an electrical instruction of the user's voice, retrieving another portion of the stored data in accordance with the electrical instruction, and presenting the other portion of the stored data to the user, including the The title of the other part of the stored data is sent to the user. The user's voice is the title of another part of the stored data. The instructions of the user's voice are instructions for another part of the title of the stored data. Voice instructions are synonymous instructions for the title of another part of the stored data. The user's voice includes navigation commands similar to the web. Navigation commands similar to the Internet are selected from: "Previous page", "Next page", "Home page", "To", and "Description". The printed data stored by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs According to the content group of the data and the presentation packet transmission, a voice refers to a user who does not partially store the data content of the data, and the instruction includes the word "page". Broadly speaking, in another aspect, the present invention A monitoring system is provided for monitoring at least one voice application system. The monitoring system includes a computer network communication line, and a monitoring unit is coupled to the voice application system and coupled to the computer network communication line, and is constructed from at least one The voice application system receives data through the computer network communication line and processes calls related to the voice application system. -9-This paper size is applicable to the national standard (CNS) A4 specification (210 X 297 mm) 474030 A7 B7. 5. Description of the invention (7) Call the related call records, and generate report instructions for call related instructions. The implementation of the present invention includes one or more of the following Features. The monitoring unit is coupled to the voice application system via a computer network communication line, and the location of the monitoring unit is at a distance from at least one voice application system. The computer network connection is coupled to the at least one voice application system via the Internet. The monitoring unit The frame constitutes a record that accesses the call records stored in at least one voice application system. The monitoring unit is connected to a plurality of decentralized voice application systems via a computer network communication line and the Internet, and the pants rack constitutes communication via the network The line receives the data of each voice application system, processes the record of call events related to each voice application system, and generates a call-related finger or finger report for each voice application system. The monitoring unit is framed to form a transmission signal Give at least one voice application system to change the operation of the at least one voice application system. The signal is suitable to cause the at least one voice application system to effectively resume busy from the faulty communication line. The signal is suitable to cause the service of the at least one voice application system to restart Start. Signal fit Insert the patched configuration file into the configuration of at least one voice application system. The monitoring unit is constructed to generate an indication of the frequency of the selected call event. The monitoring unit is constructed to generate a warning about the selected call event. The WARNING: The characteristics of unforeseen call events deviate more than the established reference value of the characteristic. The configuration of the monitoring unit and the voice application system are close to each other. Aspects of the present invention provide one or more of the following advantages. People can use the telephone Or other similar devices to access the information of a company and get services from it. This paper size applies Chinese National Standard (CNS) A4 (210 X 297 mm) H _ϋ ϋ nn 1_ϋ nl II 0 ί ϋ (Please read first Note on the back III fill in this page) Order: Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs 10 474090 A7 B7 V. Description of the invention (8) (Please read the note on the back first and fill in this page) Information and / or services are available It is provided and accessed using a sound type, in the same format as the website, and can be accessed without a computer. Callers can access information and services in a common language. Providing the same information and / or services in a voice-interactive voice format can have a leverage on the company's proliferation of websites or other information investments. Callers can use commands used by normal web browsers to navigate company information and / or services. The performance of interactive speech can be monitored. Surveillance can be performed remotely, for example via the Internet. Multiple interactive voice response systems can be monitored from a distance. One or more interactive voice response systems can be controlled from a distance. Remote control may include creating and / or modifying data, such as configuration parameters and data used to identify speech and / or respond to actions performed by speech or other sounds. These and other advantages of the present invention, as well as the invention itself, will be fully apparent from the following drawings, detailed description, and patent application scope. Brief description of the drawings ^ Figure 1 is a simple block diagram of a speech system according to the present invention. Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs Figure 2 is a block diagram of a computer system connected to a server via a network link. Fig. 3 is a simple block diagram of the I V R system shown in Fig. 1, and an analog line, a single mail transfer protocol server, and a telex server. Figure 4 is a simple block diagram of an analysis and / or reporting service connected to multiple IVR systems. FIG. 5 is a simple block diagram of a conversational speech method according to the present invention. FIG. 6 is a flowchart of a method for arranging lines shown in FIG. 5. FIG. -11- This paper size is in accordance with Chinese National Standard (CNS) A4 (210 X 297 mm) 474090 A7 B7 Printed by the Consumers ’Cooperative of Intellectual Property Bureau of the Ministry of Economic Affairs 5. Description of the invention (9) Figure 7 is shown in Figure 5 Flow chart of information retrieval method. FIG. 8 is a flowchart of the transaction processing method shown in FIG. 5. FIG. 9 is a flowchart of a method of reporting and analyzing a conversation. FIG. 10 is a simple block diagram of the engine system shown in FIG. 3. Component comparison table-1 丄 〇 Interactive Voice System 1 2 Users and / or Callers 1 4 Public Switched Telephone Network_ 1 6 Interactive Voice Response System 1 8 Simple Mail Transfer Protocol Server 2 〇 Firewall 2 2 Internet Network 2 4 Analysis / Reporting Service 2 6 Telephone 2 8 Facsimile 3 〇 Engine System 3 2 Management System 3 4 Configuration and Recording System 5 〇 Computer System 5 2 Bus 5 4 Processor 5 6 Main Memory 5 8 Only Read memory ------- * ------- load --- (please read the note on the back HI to fill out this page first) · Line "This paper size applies to China National Standard (CNS) A4 specifications (210 X 297 mm) -12- 474090 A7 B7 Printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs V. Invention Description (ίο) 〇 4 7〇3 6 3 8 4〇4 2 4 4 8 0 3 0 0 3 0 2 3 0 4 3 0 6 3 0 8 3 1〇8 6 8 8 9〇9 2 9 4 9 6 Storage device display input device cursor control communication interface network key remote control system support system monitoring interface system network application servo Application server logic execution engine speech processing unit speech recognizer reminder Meta Recording Unit Service Logic Execution Environment Hardware Record Storage Area Database Storage Area General Storage Area Text-to-Voice Feature Record Converter Fax Feature ---------------- Shang --- (Please read the notes on the back first and fill in this page) Order ·-· Line '

If this paper size is applicable to China National Standard (CNS) A4 (210 X 297 public love) -13- 474030

A7 B7 1〇12 14 16 2 0 2 2 2 2 4 2 6 2 8 Report generator SW tone adapter fax server analog communication line PC Any where software modem system monitor prompt monitor adjustment monitor interactive voice response System Interactive Voice Response System Interactive Voice Response System Firewall SM TP Server Invention Detailed Explanation

-丨 Line I Description Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs The embodiments of the present invention provide a voice information processing system, which has a certain relationship with the current World Wide Web site and system. For example, a business or company has a stock trading system that uses the Internet and can construct a voice-based information processing system that allows users to use a voice-based system that is accessed by telephone over the Internet and has a user interface consistent with the corporate website Contact a broker or inquire about the status of the transaction ~ The term "company" as used in this article includes all types of entities that may use the technology described in this article. The entity may or may not be 14- This paper is scaled to the Chinese National Standard (CNS) A4 specification (210 X 297 mm) 474030 A7 ___ B7 V. Description of the invention (12) A business may or may not want earn profit . Therefore, the term "company" includes, but is not limited to, companies, corporate entities, joint-stock companies, private groups, and individuals. "Company" is used because the term is usually used on websites. Of course, this term is not necessary in this article. The embodiments of the present invention support various applications that currently can use network technology, including but not limited to communication applications, information retrieval, and transaction processing. The better case is that 'all such applications are available through a single, consistent user interface similar to a website, including hyperlinks; users can say a command on any of several applications without having to worry about actually being One or more servers: servers or systems running applications. Users can navigate through information presented in a guided dialogue format. During the interactive dialogue, a set of options corresponding to the commands the user wants to speak is provided to the user. For example, the user may hear "You can say, contact us", "Company Information", or "Product". You can also provide the user with a brief introduction to the command function, such as "You can say" Fax it, " You will receive a fax of the information you just heard. "Using guided conversations helps limit the speed of vocabulary and speech recognition that need to be identified. · Communication applications include arranging call lines where the caller speaks the name of the person to whom the call is to be reached or describes the department to which it is to arrive. . Transaction processing applications can include non-revenue support processing, such as transferring money from one bank account to another. Because businesses typically cannot make money from such support. Features, use the voice interface and voice-based methods disclosed in this article. System, representatives can save a lot of processing costs. _ Transaction processing applications also include e-commerce or procurement transactions. Therefore, the paper size of this publication applies to the Chinese National Standard (CNS) A4 specification (210 X 297 mm) (please read the back first) Notes (fill in this page)-丨

A Printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs-15- 474090 A7 B7 V. Description of the Invention (13) The embodiment described can provide a voice-type path to the general transaction processing system for online trading system or The back-office trading system conducts business transactions. Transaction processing also includes interactive conversations to enable callers to register for events. Dialogue also includes identifying individuals by name, address, fax number, and so on. Dialogue also includes obtaining payment information by credit card or the like. Applications also include special rights for registered users to gain access to one or more services or information, or enable registered users to use private menus and group discounts.

'〆V bucks or " cookies.' Applications also include linking a voice processing system via one or more circuit-switched carriers, or via an internet phone ("the protocol for transmitting voice over the Internet") connection. To other voice processing systems. Applications also include indicators that provide websites to one or more voice processing systems, so users can know what services can be activated by voice and quickly move from the website to the voice processing system _ Services. The embodiments of the present invention also enhance access to the ancient server. The embodiments of the present invention and the present invention are used as the front-end or network port to access the back-office data server. In the same way, The web server can be located in front of the ancient and early data. '... The embodiments of the present invention can be combined with a web server to provide the same information as that performed by the web server. A convenient interface and presentation layer for capturing functions or transactions. So 'a company can leverage his online investment. Features that are usually seen on the website can now also be accessed via voice in common languages Face to face access by phone, the user only needs to say the name of the desired function, such as: contact us, employment opportunities, about us, etc. A company can also use voice to activate the company's unique functions. For example, the express service industry You can go through its net _ This paper size is applicable to China National Standard (CNS) A4 specification (210 X 297 mm) -16-(Please read the notes on the back to fill in this page first)

Printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs 474090 A7 B7 V. Description of Invention (14) The station provides post tracking service or tariff calculation. The same service can be accessed via telephone using embodiments of the present invention, whether or not the service is provided on a website. The caller simply responds to the system's greeting and says the desired service name. The information provided in these services can be linked in real time to external content providers to provide information, as well as more complex actions. Information retrieval applications can include very simple information updates, such as tracking packages that have been delivered using a courier service, tracking airline luggage, obtaining bank account balances, and more: and more complex actions. Another application for information retrieval includes providing driving directions for callers who want to reach a location in the enterprise. The caller calls a voice system according to an embodiment of the present invention and responds to a greeting such as "company information 'direction" and the like. In response to this, the caller was prompted with "Where are you coming from?" The caller responded with a direction and identifiable points, such as the main road. In response to this ’the caller heard" I will read your direction ". The direction is then presented to the caller. The result is that speech provides useful information retrieval. The information retrieval function also includes retrieval of press releases, information sheets, and other electronic documents, as well as electronic text # transmission via text-to-speech, fax, or other media. .. Applications can use a variety of method architectures. For example, embodiments include tools, software packages, and framework wizards, which can be used by operators to create a new application that provides different information retrieval and transaction processing functions. Therefore, the disclosed embodiments can improve telephone response, leverage the company's investment in the World Wide Web, leverage leverage, and provide a variety of information retrieval and transaction processing features or network ports. The embodiment of the present invention provides interaction _ This paper size is applicable to the Chinese National Standard (CNS) A4 specification (210 X 297 mm) (Please read the notes on the back first to complete this page) «is Consumer Cooperatives, Intellectual Property Bureau, Ministry of Economic Affairs Printed -17- 474090 A7 B7 V. Description of the invention (15) Please read the notes on the back (please fill in this page). Voice system, organization, information content and services follow the network-based model. Users can use it. A telephone makes a call and accesses information and / or services in a natural language and interactive voice response (IVR) system. Therefore, embodiments of the present invention allow users to arrange lines to selected company employees via name and / or department, and provide organizations, nouns, and orders of similar websites to access company information and transactions. Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economics A typical embodiment of the present invention includes a basic platform and tool set, and a set of application modules that can be structured and pre-packaged. With the basic platform and toolset, you can use the toolset to customize a system to provide an individualized: customized interactive voice application. : With the collection of structured and pre-packaged application modules, basically customers buy a complete set of products, and only need to make a few modifications to configure the product shelf to meet customer needs. As the website-like function provided by the embodiment of the present invention in the I VR system, the embodiment of the present invention is called a SpeechSite ™ IVR system, and includes a SpeechSite ™ IVR interface. The speech pages in the SpeechSite ™ IVR system are similar to web pages, providing information and / or services, providing different groups or types of information and / or services with different speech pages, and the information and / or services usually provided by websites The service is the same and is provided by a typical website organization. The following description assumes that a company purchases and uses the described embodiment. Therefore, it is assumed that the described embodiment provides information and products / services related to the company purchased. However, entities different from the company are also acceptable. Structure of the whole system-18- This paper size is in accordance with Chinese National Standard (CNS) A4 specification (210 χ 297 public love) 474090 ..f A7 B7 Printed by the Employees' Cooperative of Intellectual Property Bureau of the Ministry of Economic Affairs 5. Description of invention (16) See _ι1: Interactive voice system 10 includes users and / or callers 12, Public Switched Telephone Network (PSTN) 14, IVR system 1 6. Simple Mail Transfer Protocol (STP) server 1 8. Firewall 2 0, network 22, here is the Internet, and analysis / report (A / R) service 2 4. As shown in the figure, the communication between each component in the system 10 is bidirectional. Caller 12 enters telephone 26 and fax machine 28. Caller 12 can communicate with PSTN 14 via telephone 26 or fax machine 28 and vice versa. The caller 12 communicates with the IV system 16 via the PSTN 1 4. I V R system 16: Prompt caller 12 in a guided conversation format to interact with caller 12 and recognize (or at least try to recognize) the voice from caller 12. The I V R system 16 also communicates with the A / R service 2 4 via the Internet 2 2. The SM server 18 provides an interface between the I VR system and the Internet 22. The firewall 20 uses conventional techniques to protect the communication between the I VR system 16 and the Internet 22. IVR system 16 includes engine system 30, management system 3 2, and configuration and recording system 3 4 0 system 30, 3 2, 3 4 handles the interaction between IVR system 16 and call luxury 12, which are used for The architecture engine system 30 stores configuration parameters, prompts, and other data, and records interactions with callers 12 as described in more detail below. Brief introduction of Baidong Voice Response System IVR system 16 can be implemented using a personal computer. For example, the following group _ This paper size applies to China National Standard (CNS) A4 specification (210 X 297 mm) -19- ----;- --------— Body --- (Please read the notes on the back to fill out this page first) Word · Γ 474 090 Α7 _-_____ Β7 5. Description of the invention (17) The items and / or features can be used as Part of a computer implementing IVR system 16: a single-processor workstation using I NTEL®PENT I UM® (please read the notes on the back first and fill out this page) III (NT workstation certification) processor, the timepiece rate 4 5 〇 Μ Η z or higher; 384Mb RAM or more; 9GB hard disk space; and high-speed DLT backup system; 10/100 Ethernet connection and 56K modem for connection; monitor; mouse; Keyboard for data display, input and operation; D41 ESC and D240 SC-T 1 telephone interface cards; Antares 6000/50 digital signal processor; NT4.0 workstation service pack 5 operating system; Artisoft® 5.0 Enterprise environment ; Access or SQL server; IIS or Pure Information Services HTT P server, and Microsoft® FTP Services for Windows NT Services using FTP Services, or Apache Software Foundation HTTP server; Lucent single line license for text-to-speech; PolyPM or PCAny where program for remote (E.g. desktop). Printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs. Please refer to Figure 2. The computer system 5, 0 implementing the IVR system 16 includes a bus 5 2 or other communication mechanism for transmitting information, coupled with the bus 5 2 The processor 54 is used to process information. The computer system 50 also includes a main memory 56, such as a random access memory (RA M) or other dynamic storage device, coupled to the bus 5 2 for storing information and instructions for the processor 5 4 to execute. . During the execution of instructions by the processor 54, the main memory 56 is also used to store temporary variables or other intermediate information. The computer system 50 also includes a read-only memory (ROM) 58 or other static storage device coupled to the bus 52 to store static information and instructions used by the processor 54. Storage device 60, such as magnetic disks or optical disks, constitutes storage information and instructions, and is also coupled _ -20-This paper size applies to China National Standard (CNS) A4 (210 X 297 public love) 474090 A7 B7 Intellectual property of the Ministry of Economic Affairs Printed by the Bureau's Consumer Cooperatives V. Invention Description (18) Combined with the bus 5 2. The computer system 50 is coupled to a display 6 2 ′ such as a cathode ray tube (C R T) / to display information to a computer user via a bus 5 2. The input device 64 is coupled to the bus 5 2 such as a key sound of an alphanumeric key or other keys to transmit information and a selected command to the processor 54. Other types of user input devices in the system I. 5.0 include cursor control 66, such as a mouse, trackball, or cursor direction key J for transmitting direction information and selected commands to the processor 54 for Controls the movement of the cursor on the display 62. This input device typically controls the cursor on two axes, the first: an axis such as X, and the second axis such as y, allowing the device to indicate the position on a plane. According to an embodiment of the present invention, the computer system 50 response processor 54 executes one or more instructions contained in the main memory 56 one or more times, which can generate a speech recognition application. These instructions are read from other computer-readable media, such as the storage device 60 to the main memory 56. The processor 5 4 sequentially executes the instructions contained in the main memory 56 to cause the processor 54 to execute the method described herein. In other embodiments, hard-wired circuits, firmware, any kind of hardware combination, and / or software can be used to implement embodiments of the invention. ‘A computer-readable medium’ as used herein includes any medium that can provide instructions to a processor 54 for execution. There are many types of such media, including but not limited to non-volatile media, volatile media, and transmission media. Non-volatile media includes, for example, optical or magnetic disks, such as storage devices 60. Volatile media include dynamic memory such as main memory 56 '. Transmission media include coaxial cables, copper wires, and fiber optic cables, including the wires that make up the bus 5 2. Transmission media can also be ultrasonic or electromagnetic (such as light waves), such as during data communication (please read the notes on the back to fill out this page) • i Γ This paper size applies to China National Standard (CNS) A4 specifications (210 X 297 mm) -21-474090 Α7 -------_ B7 V. Description of the invention (19) The radio waves and infrared rays generated. .. The general types of computer-readable media include, for example, floppy disks, hard disks, magnetic tapes or other magnetic media, CD-ROM, any other optical media, hole cards, paper tapes, any other physical with hole patterns Media, RAM, PROM, EPROM, FLASH — EPROM 'Any other memory chip or cassette (such as electrical and / or electromagnetic, including optical), a carrier wave as described below, or any other computer-readable media. Various types of computer-readable media can carry one or more sequences of one or more instructions for execution by the processor 54. For example, at first, the instructions could be on a disk of a remote computer. The remote computer can download the instructions to its dynamic memory and use a modem to transmit the instructions over a telephone line. The modem located at computer system 50 can receive data from the telephone line, and use an infrared transmitter to convert the data into an infrared signal. The infrared detector can receive the data contained in the infrared signal, and there is an appropriate circuit to The data is put on the confluence and row 5 2. The bus 5 2 can load data to the main memory 56, and the processor 5 4 can fetch instructions from the main memory 56 and execute them. The instructions received by the main memory 56 may be selectively stored in the storage device 60 before or after the processor 54 executes. The computer system 50 also includes a communication interface 6 8 coupled to the bus 5 2. The communication interface 68 provides two-way communication, which is coupled to the network link 70 and then coupled to the SM TP server 18. For example, the communication interface 68 can be an integrated service digital network (ISD Ν) card or a modem. , Connect to the corresponding type of telephone line to provide data communication. In another example, the communication interface 6 8 may be the paper size applicable to the Chinese National Standard (CNS) A4 specification (210 X 297 mm) (please read the notes on the back first to complete this page). Words Γ Wisdom of the Ministry of Economy Printed by the Consumer Cooperative of the Property Bureau-22- 474090 A7 Printed by the Consumer Cooperative of the Smart Property Bureau of the Ministry of Economy v Wireless links can also be used. The communication interface 68 can transmit gas and / or electromagnetic (including optical) signals. These signals carry digital data streams of type information. The computer system 50 can send messages and receive data through the SMTP server 18, 70, and the communication interface 68, including Cheng Ru. You can download the code from the Internet 2 2 (Figure 1) for medium The described speech recognition application. The processor 54 can receive the code on the receiving line and / or store it in the storage device 60 or other sex memory for later execution. According to this method, the computer system obtains the application code in the carrier type. Now referring to FIG. 3, the IVR system 16 includes an engine system management system 3 2, a configuration and recording system 3 4, a remote control system (R 36, a support system 38, and a monitoring interface system 40. As shown by arrows in FIG. 3 These systems can communicate in both directions. In addition, the remote control system is responsible for the two-way communication systems 32, 34, 34, 38, and 40. 2 2 is responsible for the architecture, reporting, and monitoring of the IVR system 16. 2 Includes network application servers 4 2 and the application server logic 4 Management system 3 2 To be applied via the network application server 4 2, such as servers, of course, other servers can also be accepted. The application server is controlled by the application server logic 4 4, which is It is implemented in software. The communication link and receiving power represent a variety of network link codes. For example, the non-volatile 50 can 30 and the two-way system 3 and 6 in the non-volatile 50 and 30 can be executed when the code is generated. 4. Department of Management Access to ΤΤΡ service 4 2 ticket management system management system 3 2 is responsible for the construction of other components of the I VR system 16 ----------------- (please first Read the notes on the back and fill in this page) Order · 474030 A7 ___B7 V. Description of the invention (21) The management system 3 2 is constructed to access the information stored in the configuration and recording system 3 4: Use this information as a configuration Information is provided to other components of the IVR system 16. For example, the management system 3 2 is configured to read configuration data from the configuration and recording system 3 4 and provide this information to the engine system 3 0. The configuration data transmitted to the engine system 30 includes data used to determine which voice page is to be activated, and the page content includes the location of the prompt, which grammar to use, and which vocabulary to use. The voice pages are grouped into the voice module according to the configuration information of the management system 32. Different voice modules provide different types of information and services:. Each module contains many voice pages. Typical examples of modules are Speech Attendant, Contact Us, and Company Information. The voice companion module includes a page of people directories in the company. The Contact Us module includes information for contacting the company, such as email addresses, mail addresses, street names and addresses, fax numbers, and telephone numbers. The company information module includes pages describing general information about the company, such as the type of business and / or services provided by the business, news, and the geographic area of the service. The management system 32 is also structured to update / edit the information contained in the configuration and recording system 34. Therefore, for example, the management system 32 can access and edit employee name and phone number lists, company information such as news, and call flow control data. Engine system. The engine system 30 is responsible for the construction of the voice interface between the IVR system 16 and the caller 12 (Figure 1), and the connection to the telephone system. This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) (please read the note on the back first to fill in this page) lii Printed by the Intellectual Property Bureau of the Ministry of Economic Affairs Consumer Cooperatives -24- 474090 A7 B7 V. Description of the invention (22) (Please read the note on the back first to fill in this page) Therefore, the engine system 30 is connected to PSTN 1 4 for two-way communication, and it is suitable to perform the call flow with caller 12, including identification Voice, play prompts, retrieve data, schedule call lines, disambiguate responses, confirm responses, select pages to link to, and connect to supporting devices (such as TTS and fax). The engine system 30 is constructed using conventional techniques to recognize speech, analyze the speech into small segments, and apply a sound model. The engine system 30 functions were implemented using D ^ logModule ™ speech processing software from Speech Works® International Inc. of Boston, Mass. Arrange call lines, retrieve information, and process transactions. Each function is the speech engine 30 trying to recognize: not the caller's voice, and the actions taken accordingly. The engine system 30 also includes an execution engine 80, which is framed to form a process that controls the engine system 30. This process includes capturing and playing prompts, speech recognition, and monitoring and reporting engine system 30 and caller 12 interactions. The engine system 30 is stored in the command and / or data control provided by the engine system 30 or the configuration and recording system 34 or the caller 12. Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs, please refer to FIG. 10, the engine system 30 includes the execution engine 80, 〇1 & 1〇§ 乂 〇 (11 ^ top voice processing unit 300, 3% eight 1 ^ 6 (: (^ 111261 ^ Voice_Baker 302 (available from Speech Works® International Inc ·), prompt unit 304, recording unit 306, all in the service logic execution environment (SLEE) including the operating system (OS) It operates in 308 and operates on hardware 3 10. S LEE is a computing environment in which call logic is executed. This environment includes any tools provided by the Artisoft® Visual Voice service platform to handle calls and events. The execution engine 8 〇The quilt constitutes the operation of the control engine system 30. · 25 This paper size applies the Chinese National Standard (CNS) A4 specification (210 X 297 mm) 474090 Α7 Printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs Description of the Invention (23) The engine system 3 〇 frame constitutes recognition speech and adapts to the new voice. The voice processing unit 3 0 0 frame constitutes processing the received caller 12 speech and SELL record (discussed below) waveforms And provide the processed data to the recognizer 3 0 2. The recognizer 3 0 2 uses the sound model, semantic model (probability of words), the pronunciation curve graph and the dictionary 'try to recognize the caller's speech stored in the ϊ VR system 1 6 Ψ. Words or many words. The sound model represents the statistical probability that the specified waveform is related to the relevant part of the speech. The recognizer 3 0 2 can produce an N-best table of N words or phrases that are most like what the caller 12 says Ν-Each item in the best table has a corresponding trust score: number, which represents the possibility that the recognized word or phrase is the language spoken by the caller 12. The engine system 30 is framed to form each When the engine system 30 is executed, the model and parameters of the control engine system 30 are loaded. These data are stored in the configuration and recording system 34. Thus, they can be copied in offline batch processing mode. Recognizer 3 0 2 can be built to increase the dictionary, and adjust the sound model, semantic model, pronunciation curve graph to adjust the probability of the link between the speech waveform and speech. Retraining of the sound model can be performed during the IVR system 16 is not working. knowledge The device 302 was constructed using the analysis and original text to build and evaluate the language warehouse model, and the SL Ε Ε record was used to automatically build the semantic model. In order to implement the auto-accompaniment function, the engine system 30 was constructed to perform the function of arranging call lines. These functions include identifying the employee ’s name and / or department and / or job title, including synonyms of the employee ’s name, department, and / or job title, and providing prompts to callers. To schedule call line features for execution, the execution engine 80 is The frame structure extracts information from the configuration and recording system 34, and compares this with the caller's voice to determine the company related to the IVR system 16_ (Please read the precautions on the back and fill out this page first)

A This paper size applies to China National Standard (CNS) A4 specifications (210 X 297 public love) -26- 474090 A7 B7 V. Description of invention (24) Does anyone or department in the business correspond to the name, department or title? . The engine system 3 0 can disambiguate the response, for example, prompting the caller 1 2, in addition to the employee's name, 'the department of the employee must be confirmed. The function of arranging call lines also includes the execution engine 80 connecting the caller 12 to the requested person / department. In particular, the execution engine 80 is constructed using blind fl a s h-h ◦ k transmission, and calls are transmitted according to the data stored in the configuration and recording system 34. The engine system 30 is also structured to perform other types of transfers, such as supervised transfers. For the information retrieval function, the engine system 30 can identify the specified voice page requested by the caller 12 or decide which page contains the requested information. The engine system 30 is constructed to recognize the voice from the caller 12 in order to decide what kind of information the caller 12 requests. In response to the voice of the identified caller 1 2, the engine system 30 is framed to access the designated / determined page and plays a prompt related to the requested information to the caller. Therefore, when the engine system 30 is on the appropriate page (the page that provides a link to the "Contact Us" page), for example, it can link to the user / caller 12 saying "Contact Us" and link to "Contact Us" page. . In addition, when the engine system 30 is on the appropriate page (providing a page linked to the "Contact Us" page), for example, it can respond.  The user requests information from the "Contact Us" page and links to the "Contact Us" page. For example, caller 12 says "direction to Boston" and engine system 30 links caller 12 to the "Contact Us" page. The engine system 30 is also framed so that callers 12 can execute transactions via a specific IVR system 16. In order to execute the transaction, the engine system 30 is framed to identify a designated page or decide to include the information requested by the caller 12 or-This paper size applies the Chinese National Standard (CNS) A4 specification (210 X 297 public love)- -& --- · ------- install --- (Please read the note on the back 0 to complete this page) · Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs -27- 474090 A7 __ B7 V. Description of the invention (25) The page of the service (such as stock trading) and accesses the designated / determined page, plays a prompt to the caller 12 and performs / initiates the function designated by the caller 12. The engine system 30 recognizes the caller's voice and associates the recognized voice with the data stored in the configuration and recording system 34. According to the instructions stored in the engine system 30 and / or the data (including appropriate instructions) stored in the configuration and recording system 34, the engine system 30 can execute the instructions according to the information provided by the caller 12 Transaction. To control the conversation with the caller 12, the engine system 30 interacts with the caller: 12 via the PSTN 14 and the configuration and recording system 34. The engine system 30 can receive the voice of the caller 12 via P S T N 1 4. To recognize speech, the engine system 30 can access information in the configuration and recording system 34 indicating which speech can be recognized by the IVR system 16. The engine system 30 is structured under the control of the execution engine 80 to manage the conversation between the I VR system 16 and the callers 1_2. Depending on whether the engine system 30 recognizes the voice of the caller 12, the execution engine can instruct the engine 30 to output the prompts stored in the configuration and recording system 34 to the caller 12. These prompts can be, for example, according to the previously recognized voice, # 叫 者 1 2 requested information, ask the caller 12 to speak again an unrecognized voice or a recognized but low-reliability voice, or to the engine system 3 0 Non-voice information received sends other appropriate error messages. The engine system 30 is structured to communicate with the caller 12 in a conversation-oriented manner to guide the caller 12 to obtain the desired result of the caller with a limited vocabulary. The engine system 30 presents commands that callers can say, and uses recognized vocabulary, including possible commands (such as "contact us"). This paper size applies the Chinese National Standard (CNS) A4 specification (210 X 297 public) (Please read the notes on the back to fill in this page first)-Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs -28- 474030 A7 B7 V. Description of the invention (26), and some synonyms or other transmissions have the same meaning (Such as "direction"). Approved vocabulary changes depending on the state of the interactive conversation with the caller. Caller 12 can also say "full" or "universal" commands for any voice page, such as "description", "previous page", "next page". The "previous" and "next" commands only apply if the current voice page is still before or after the voice page that the caller 12 has entered. Speaking outside the allowed 'callers 1 2 will get error messages. Limiting the available recognizable speech helps to increase the accuracy and speed of recognition and the overall stability of the I VR system. : Engine system 30 is framed to identify and respond to caller 12 requests using conventional techniques. For example, speech from caller 12 can be parsed into speech units and converted by a digital signal processor to produce a vector of speech units. These vectors are grouped into speech segments of different lengths. These segments are then converted into feature vectors, and these feature vectors are then analyzed by language restrictions (such as recognized vocabulary) to produce an N-best table of N strings with the highest trust score. The interaction between the engine system 30 and the caller 12 is presented through a user interface, which converts the visual format provided on a typical website into a sound format, including the functions provided by the website browser. The user interface is completed by the prompts accessed by the engine system 30 and presented to the caller 12. The prompts played by the engine system 30 are stored in the configuration and recording system 34. The same information is provided to the person browsing the website, for example, to inform the caller of the current location (such as "Home") or the location to be moved (such as "Move to Contact Us Page"). These tips for users use website-related terms, such as "page", "contact us", "company information", "back to the page ... (Please read the notes on the back first and fill in this page ) I printed this paper printed by the Consumers' Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs. The paper size is applicable to the Chinese National Standard (CNS) A4 (210 X 297 mm) -29- 474090 A7 B7 V. Description of Invention (27) Go to page ·, ". In other examples, the prompt played to caller 12 may be "You can say [Page 1] [Page 2] ... (Please read the note on the back HI and fill out this page)". [Page 1] [Page 2] The prompts are structured text prompts, such as customer text stored in the configuration and recording system 34, and retrieved and played back to the caller 12. These words replace the words in the greeting. For example, the engine system 30 provides the client text to the caller 12 immediately based on the information stored in the configuration and recording system 34. Typical customer pages are, for example, company-specific products, company-specific departments, and / or company-specific services. Caller 12 can also be presented with prompts for other queries, such as asking yes / no. The organization of the information presented to the caller 12 by the engine system 30 may be different from the content of the corresponding website, but basically the same information is presented to the caller 12. As part of the user interface of the homogeneous-website, the engine system 30 is structured to respond to the order of the web-site to navigate the entire information in the IVR system 16. The caller can say the typical commands provided by the web browser, such as "first page", "previous page", "next page", "description" and "to", and the engine system 30 is constituted to recognize these commands And take action. Therefore, the engine system 30 responds to the above-mentioned command of the caller 12 and moves the caller 1 2 from the page to the previous page, the next page, or returns to the home page of the Ministry of Economy intellectual property in the page: Printed by the bureau's consumer cooperative. For each voice page, they can be linked to a specific page that the engine system 30 prompts the caller 12. For example, the homepage may have special links to company information pages, contact us pages, and product / service pages and present the links to callers 1 2. For example, callers 12 can be told "you can say" company information "," contact us ", or" products and services "". Engine Department _ -30- This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) 474090 A7 --- B7 V. Description of the invention (28) System 3 0 can be moved as requested by caller 1 2 To these specific pages. 、 ------- * ------- install --- (Please read the notes on the back β to complete this page) The engine system 3 0 is also structured to provide search services and can automatically fax the service To caller 1 2. At the appropriate point in the conversation with the I v R system 16, caller 12 can say "look for". In response to this request / speech, the engine system 30 searches the stored voice page for the indicated text and / or information. The caller 12 can say "Fax it" at any time, and the engine system 30 is structured to respond to this request and fax the contents of the current page (inner valley related to the current voice page) to the caller 12 designated Fax number. The fax number can be stored and confirmed first, or the engine system 30 can request the fax number after responding to the fax command. Printed by the Consumer Property Cooperative of the Intellectual Property Bureau of the Ministry of Economics The engine system 30 is constructed to record call events and other transactions into the configuration and record system 34. Call events are the phases of the interactive conversation between the IVR system 16 and the caller 12. These events include the request of caller 12, the recognition made by engine system 30, indicating whether the caller's voice is recognized, whether the voice is not accepted because of low recognition reliability or not recognized, Start the action, and play the prompt to the caller 1 2. The event may include the page that the caller wants, the order / order in which the caller 12 requested, and the action performed by the engine system 30. The engine system 30 is configured to transmit the call event indication to the configuration and recording system 3 4 for storage for future reference. The engine system 30 is framed to send out instructions for certain call events whenever a call event occurs. At the same time, instructions for other call events are transmitted only when certain conditions occur, and instructions can be framed to not send out other call events at all. For example, the engine system 30 can send an instruction every time a low level of reliability is not accepted, or a high level of reliability is accepted (for example, a certain -31-this paper size applies to the Chinese National Standard (CNS) A4 specification (210 X 297 mm) (%) 474030 A7 ___ B7 V. Description of the invention (29) (Please read the notes on the back and fill in this page first) People successfully connected using the auto-accompaniment feature>. Engine system 3 〇 It is also constructed to make calls based on call events Reports are generated for statistics and stored in the configuration and recording system 34, and / or retrieved by the monitoring interface system 40. Configuration and recording system configuration and recording system 34 includes a record storage area 8 6. Database storage Area 8 8 and general storage area 90. The configuration and recording system 3 4 is framed to form the storage management system 3 2, the engine system 30, the support system 3 8 and the monitoring interface system 4 0, and the information used with these Each of the systems is a two-way interaction. Therefore, each of these systems 30, 32, 38, 40 can retrieve information from the configuration and recording system 34, or store information in it. 0 Intellectual Property Office staff, Ministry of Economic Affairs Consumer Cooperation The company prints a database 8 8 to store the configuration file and the content of the voice page. The content of the voice page is similar to the content and format generally obtained from the website. The configuration file is used to structure the system 30, 32, 36, 38, 40 During the construction and establishment period, the information required to construct each of these systems 30, 32, 36, 38, 40 is stored in these configuration files. These files can be made by the manufacturer and / or purchaser of the IVR system. Create and / or modify to provide and / or change the customer's configuration. The database 88 is also structured to store various information related to voice pages. For example, the database 88 is structured to store information related to prompts. The reminder information includes identification, recording date, name of the person who recorded the reminder, source, and type of reminder. In addition, whether the reminder is made public, the unique user interface name used for the reminder, and the text of the reminder are stored in the database 88. In addition, the location of the reminder in the database 8 and the date when the reminder was generated are also stored. -32- This paper size applies the Chinese National Standard (CNS) A4 specification (210 X 297 mm) 474030 A7 B7 Ministry of Economy Wisdom Printed by the Production Bureau Staff Consumer Cooperatives V. Invention Description (30) is stored in the database 88. Information that links multiple reminders to form phrases or other reminder segments is also stored in the database 88. 1 The database 8 8 also stores information related to the voice module. This information includes ... . . . . . . .  . . .  _________________________________________ Identification information for voice modules and voice pages, including the content of each module and page. This identification information is suitable for the engine system 30 to locate, retrieve and process various voice modules and voice pages, and prompts are also included in it. The database 88 also stores data related to the voice page. Page-to-page links are included in the database and help the engine system 30 link to other pages and / or modules to more easily retrieve information and perform other actions. The database 88 also stores the information of the DialogModule ™ voice processing unit 300 (Figure 10) and the link to a specific voice page and / or voice module. 〇 ^ 1〇 £ 乂 (^ 111 ^ Qiaowu sound processing unit 3 0 0 (Figure 10) The link information provides a mapping to determine which DialogModule ™ speech processing unit 3 0 0 is to be executed when the voice page is executed. (Figure 10). The data stored in the database 88 is also provided as synonymous information and links between materials. When synonymous words are available for an item, it will help increase the accuracy of identifying the item ”Database 8 8 also stores several other types of information. This information includes information that helps support audio page navigation, including navigation nouns linked to navigation functions, and when implemented in the engine system 30 The keyword used to locate the voice page when the engine 80 performs the "find" function. The user dictionary is also stored in the database 88. The database 88 also contains information related to the operation of the company. For example, the date the company opened and / Or the time is also stored in the database 88. The database 88 also stores the information of the personal directory to provide the auto-accompaniment function. Stored in (please read the notes on the back first and fill in this page) Paper size applies Chinese National Standard (CNS) A 4 Specifications (210 X 297 mm) -33- 474090 A7 B7 V. Description of the invention (31) (Please read the notes on the back first 填写: Fill out this page) The information in the personal directory in the database 8 8 is stored in the data Columns. Blocks include, for example, the names of people, nicknames, titles, departments, synonyms for the registration of these blocks, and the extensions of individuals, offices, departments, or other lines that transfer / arrange call lines to individuals and / or departments. Information. These fields can be updated to reflect new entrants, changes in departments, changes in department names, changes in names and personnel, and addition of nicknames or other synonyms. 'R The content of the stored voice page contains each of the IVR system 16 All information on one page, including tips (such as inquiries and information), configuration and 1 knots > words # The content of the page is divided into columns that can be selected in order to 'page the page before sending it to the buyer / customer The content of the page is modified to the structure required by the customer, or it is modified by the customer of the IVR system 16. The content of the voice page can be updated as needed by modifying the data columns, for example, updating the stock price, providing Daily news, or point out any changes that may occur to the company. The Intellectual Property Bureau, Ministry of Economic Affairs, Employee Consumer Cooperatives printed storage area 90 stores all reminders, fax pages, GIFs, and voice models. All reminders are sound information for use Rebroadcast to caller 2. For example, the prompt includes a call to caller 12 and a statement of information sent to caller 12. The fax page is a response to a request for caller fax information (for example, call til [caller 12 said "fax it", etc.) ) Data transmitted to caller 12's facsimile machine 2 8 (Figure 1). Graphic information is a structured file of Graphic Interchange Format (GIF) and can be included in the fax page. The speech model is used by the engine system 30 to recognize part of the speech to recognize the words and / or phrases spoken by the caller 12. The record storage area 86 is constructed to store records of call events and other information required by the system 40, such as service logic and execution environment (SLEEE) records. The record of the call event includes relevant statistics. For example, the paper size of the call is applicable to the Chinese National Standard (CNS) A4 specification (210 X 297 mm) 474090 A7 B7 V. Description of the invention (32) The call length r request Voice page I, recognition success rate, words other than recognition, failed recognition, and commands used. Support system The support system 38 is constructed to be requested by the management system 32 and / or the engine system 30 and provides the support required by these systems 30 and 32. The support system 38 includes a text-to-speech (TTS) feature 9 2. a record converter 94 4 'fax feature 96, a report generator 98 and a voice adaptor 100. T T S 9 2 allows the engine system 30 to output speech or other appropriate sounds to the caller 12 based on the text stored in the I VR system 16. The implementation of T T S 92 can use well-known techniques, such as the Lucent T T S bow. T T S 9 2 allows the I VR system 16 to be updated very quickly. For example, press releases can be quickly stored in text to the configuration and recording system 34, using T T S 9 2 and the engine system 3 0 can be immediately spoken. The tone is output to the caller 1 2. For example, it can be recorded into a recording by a famous news anchor later, which can be used instead of T T S 9 2 to convert text news into speech suitable for engine system 30. Other parts of I V R system 16 can also be updated in this way, for example.  For example, the employee roster in the personnel directory. The record converter 94 is constructed to convert the information of the records stored in the storage area 86 into an appropriate format for processing by the report generator 98. Here, the record converter 94 is configured to access the SLEE files stored in the storage area 86 and convert these files into NC SA (National Center for Supercomputing Applications) standard records. Record converter 9 4 OK-This paper size is in accordance with Chinese National Standard (CNS) A4 (210 X 297 mm) (Please read the notes on the back first and fill in this page) -35- 474090 A7 _ B7 V. Description of the invention (33) Effectively convert the caller's access instruction to the IVR system 16 into a "hit" equivalent to the web page, and store these finds in the file . Therefore, the record converter 94 is structured to store a file containing the ID (such as a phone number) of the caller 12, the date and time of the caller 12 request, and the information of the caller 12 request for information or action. Instructions. The records stored by the record converter 94 are stored in the configuration and recording system 34. The facsimile feature 96 is constructed to process a facsimile request from the caller 12 and fax the requested information to a facsimile machine 2 8 available to the caller 12 (Figure 1). For example, fax feature 9 6 can use WmFax Pro 9. 0 implementation. This implementation of the facsimile feature 96 supports RightFax servers and Internet servers. The facsimile feature 9 6 can fax information to a facsimile number associated with the facsimile machine 2 8. The facsimile number is provided by the caller 12 via the facsimile server 9 7. The report generator 98 is configured to access records and other information stored in the configuration and recording system 34, and operate these data to generate various reports and reports. For example, the report generator 98 may operate the record stored by the record converter 94 to generate a report related to the voice page that was found. The report generator has been constructed from 8 frames to generate reports indicating the number of calls per hour, the report of the number of calls per hour for all voice modules, and the report of the number of operator transmissions per hour. The report generator 98 can also generate a report of the number of calls from a specific device identified by the automatic number identifier (A N I) on the selected day / week / month. These reports can be written and drawn in a format that can be downloaded and imported into the database. The voice adaptor 1 0 0 is framed for the adaptation of the engine system 3, 0 _ -------- * ------- install --- (Please read the precautions on the back first '' (This page) Printed by the Employees 'Cooperatives of the Intellectual Property Bureau of the Ministry of IT and the Ministry of Economics This paper is printed in accordance with the Chinese National Standard (CNS) A4 (210 X 297 mm) -36- 474090 A7 B7 Printed by the Employees' Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs V. Description of the Invention (34) Tool 'to help improve the speech recognition of the engine system 30. Speech Adaptor 1 0 0 Speech Works® Inter * riati〇nal Inc. LEARN 6 · 0 software implementation. The speech adaptor 100 can access the information stored in the configuration and recording system 34, analyze this information, and decide how to adapt the sound model, pronunciation curve diagram, and / or stored in the configuration and recording system 34. Semantic model. The speech adaptor 100 is also constructed to update / change the sound model, pronunciation graph, and / or semantic model according to the decision made. The new model and graphics are then stored in the configuration and recording system 34, which is used by the engine system 30 to recognize the voice from the caller 12. : Remote control system The remote control system (RCS) 3 6 is constructed to provide IVR 16 remote control via the analog communication line 104. RCS 36 includes Remote Access System (RAS) 106, which is controlled by appropriate software, and is PC Anywhere 108 in this document. RAS 1 0 6 communicates with pro-line 1 104 via modem 1 1 0. R C S 3 6 allows control over I V R 1 6 through the NT window. For example, RCS 36 can be configured to allow start / stop processing to modify the configuration of system 30, 32, 38, 40, including the data stored in it, access management system 32, and start / Close the communication line connected to IVR 16. Surveillance interface system Surveillance interface system 40 provides monitoring functions for I V R 16, including.  ----. ---. ------- Packing --- (Please read the notes on the back first_fill in this page) · Thread-This paper size is applicable to China National Standard (CNS) A4 (210 X 297 mm) -37- Economy Printed by the Consumer Cooperatives of the Ministry of Intellectual Property Bureau 474030 A7 ________ B7 V. Description of the Invention (35) Including system monitor 1 1 2, prompt monitor 1 1 4 and adjustment monitor 1 16. Each of these monitors 1 1 2, 1 14 and 1 16 is framed in the form of a u 1 aw file (μ— 1 aw file 'text waveform) to retrieve information from the configuration and recording system 3 4 Store in it 'and communicate with the SMTP server 18 bidirectionally. The reminder monitor 1 1 4 constitutes a monitoring reminder for changes and provides an alert when the change occurs. The system monitor 1 1 2 is framed to monitor the computer functions 1 v R 1 6 and responds to the monitoring function to take appropriate action and provide a "base heartbeat" to the A / R service 2 4 ( figure 1 ). : Basic heartbeat is a message to A / R service 2 4 telling A / R service 2 4 I V R 1 6 to operate and operate with normal operating parameters. The system monitor 1 1 2 provides alerts and warnings to the hardware, as well as phone errors, resource constraints, execution time errors, and / or transaction errors. A resource limitation error is applied to the code of the application software in I V R 16. Execution time errors are provided to SLEE, speech recognizers, and DialogModule ™ speech processing orders and meta libraries. The SLEE library is constructed to accept calls from the callers 12 and request the engine system 30, including its speech recognizer. The execution time and transaction errors in the IVR ‘16 software code include all kinds of errors encountered when processing calls from callers 1 2. System Monitor 1 1 2 also reports transaction errors and indicates these transaction errors. Stored in the configuration and recording system 34. System monitor 1 1 2 is also configured to perform certain remedial actions, such as restarting non-critical services that select I V R 1 6. Alarms and warnings sent by the system monitor 1 1 2 are sent to the a / R service 2 4 (Figure 1) via the Internet (Figure 1). This paper size is in accordance with Chinese National Standard (CNS) A4 (210 X 297 mm) -38- (Please read the notes on the back first? ^ Fill in this page) »1 474090 A7 B7 V. Description of the invention (36) (Please First read the notes on the back and fill in this page) ^ Monitor 1 1 6 § The frame structure monitors and analyzes the voice performance of the interaction between caller 12 and IVR 16. The adjustment monitor 1 1 6 is constructed to calculate performance statistics from S L E E records stored in the configuration and recording system 3 4 and track performance statistics. From the performance statistics, adjusting the monitor 1 1 6 can send a warning about these performance statistics. The adjustment monitor 1 1 6 also sends the S L E ′ E record and the waveform from the caller 12 to the portion indicated as a possible problem in the voice for external monitoring. Adjusting the monitor 1 1 6 can also output status messages about chat statistics. Adjust the monitor 1 1 6 to transmit these warnings, records, waveforms, and messages to the A / R service 2 4 (Figure 1) over the Internet 2 2 (Figure 1). Printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs. The adjustment monitor 1 1 6 is constructed to provide many reports related to performance statistics of conversations between callers 12 and I R 16. Adjusting the monitor 1 1 6 can analyze performance statistics according to several criteria, such as the transaction completion rate of important transactions, the DialogModule ™ voice processing unit completion rate, failed calls, the response time felt by callers, the proportion of short calls, and the cut of calls Breaks, the number of relative transfers, the number of calls transferred to the agent, and the volume of the calls. That transaction should indicate that the important transaction was after the system was erected or modified. DialogModule ™ voice processing unit completion rate information includes how many confirmations occur and how many failures occur. Information on the completion rate of the DialogModule ™ speech processing unit is formatted according to the speech page associated with the DialogModule ™ speech processing unit 3 0 0 (Figure 10). The response time felt by the caller can be used to determine if the work of the I R 16 is overloaded. The time the person's name has not been used is determined in advance and can be selected as needed, such as 1, 6 and / or 12 weeks. About the number of cut-off and relative transmission of calls and transmission to customer service _ -39- This paper size applies to China National Standard (CNS) A4 (210 X 297 public love) 474030 A7 B7 V. Description of invention (37) Number of calls by members The report is useful for analyzing auto-accompaniment performance. (Please read the notes on the back first and fill in this page) Adjusting the monitor 1 1 6 also provides several business reports. For example, it provides reports on the number of calls per hour, the number of calls per hour on important conversations, the number of calls per hour from a customer service agent, and the number of calls from an AN within a predetermined period. The number of calls per hour is provided in a downloadable format, such as text and graphics. Important dialogue paragraphs are defined by configuration files stored in the configuration and recording system 34. A N I reports a given time frame such as day, week, or month. These reports are provided in an exportable format, via a text file or loaded into a database for business information and other reporting functions. Adjust monitor 1 1 6 to trigger alarms under various failure and / or performance conditions. These alerts are sent as structured messages to one or more destinations using, for example, a single network management protocol (SNMP) or email. Alerts help off-sheer monitoring and / or architecture I V R 16 of system performance through customer operations centers, off-site external resource monitoring companies, and / or sales entities. Analysis / Reporting Services.  Printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs. The adjustment monitor 1 1 6 can send the report to the A / R service 2 4 (Figure 1) via the Internet 2 2 (Figure 1). Referring again to Figure 1, the A / R service 2 4 is constructed to monitor the performance of I V R 1 6 and provide warnings to initiate diagnostic actions regarding I V R performance. Diagnostic actions can be performed, for example, by a supplier of I v r 1 6 such as Speech Works® International Inc.  . A / R service 2 4 frame constitutes access to the data in the configuration and recording system 3 4. Analyze these data and determine appropriate actions to generate appropriate warnings. -40- This paper standard applies Chinese National Standards (CNS) A4 specification (210 X 297 mm) 474090 A7 — B7 V. Description of the invention (38) and / or generate appropriate report ~ A / R service 2 4 The quilt constitutes periodic access and / or reception of data, such as storage Records of speeches and SLEE records in the configuration and recording system 34 are used to identify, adjust, monitor and generate reports. One type of alert that A / R Service 2 4 can generate is a potentially high 00V rate. Reasons that can cause a high 00V rate are, for example, the name list stored in the personnel directory of the configuration and recording system 34 is not maintained. Therefore, when caller 12 requests a specific name, 1 VR 16 does not accept the requested name, even though the requested person is an employee of the company served by I V R 16. A / R service 2 4 may generate warnings and / or reports for possible candidate synonym / nickname identification. Unrecognized phrases or phrases with low reliability are accepted for recognition (with high reliability) when they try again (for example, caller: "OEC of your company"; IVR: "I do n’t understand, please Say name "; Caller:" Stuart Patterson / '), the phrase used by caller 12 in the first attempt is a good candidate, synonym for the person identified in the second attempt. A / R Service 2 4 can generate a report indicating possible synonyms (eg CE0) and recognized speech (eg Stuart Patterson). A / R service 2 4 can also generate warnings for repeated bad pronunciations. What callers 12 say A high percentage of recognition for a phrase indicates a poor pronunciation of the phrase related to the planning of I VR 16. The warning indicating repeated recognition of the recognition word / phrase can be used to initiate an action to adjust the pronunciation of IVR 1 6 Recognition to reduce the number of approvals required for a word / phrase. A / R Service 2 4 is also structured to generate alerts, warnings and / or reports for names that are not recognized by I VR 1 6. Names with a high previous trust score 1 This paper size applies to Chinese national standards CNS) A4 specification (210 X 297 gong) (Please read the note on the back and fill in this page first) Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs -41-474030 Α7 _ Β7 V. Description of Invention (39) The low trust score indicates several reasons, such as poor pronunciation recognition and / or high level of noise and / or the person is a former employee of the company. / R service 2 4 frame constitutes the recognition threshold for monitoring the trust distribution to help manage trust scores. IVR 1 6 can also be adapted to enhance caller's speech recognition to increase the accuracy of recognition. By doing so, you can shift all The entire distribution of confidence scores for speeches. However, a decrease in the percentage of speeches that are not accepted may indicate an increase in false acceptance (ie, unrecognized ones are also accepted) because the threshold for acceptance is too low. Conversely, if the threshold for rejection is not Too: High, the rejection rate is artificially high, which suppresses the true recognition accuracy. A / R service 2 4 can monitor the distribution of trust and influence the threshold to help obtain the appropriate threshold to help achieve true of Different accuracy. A / R can also generate warning indications or other indications of personal trust scores and non-acceptance rates. A / R service 2 4 can also provide disambiguation of configuration problem indications. If you help callers 1 2 differentiate calls Elimination and disambiguation of information searched by person 12 fails to prompt caller 12 successfully, for example, if the disambiguation prompt requests caller 12 to indicate the department of the person they are searching for, but the caller 1 2 It is impossible to decide which person he is looking for is working in that department, and the failure (such as the end of the waiting time for the response) is noted. In addition, if the disambiguation results in the identification of an incorrect person, the instructions are also stored and reported. Repeating failed reports can help detect inappropriate disambiguation information provided. The A / R service 2 4 can receive information on the caller's speaking record, event record, and other records' statistics, etc. via secure communications (such as secure Η T T P transmission or SMT P mail). Speech transcript and SL Ε Ε notebook paper size applicable to Chinese National Standard (CNS) A4 specification (210 X 297 public love) (Please read the note on the back first? Filled in this page) Binding: Employees of Intellectual Property Bureau Printed by Consumer Cooperatives-42- 474090 A7 _B7 V. Description of Invention (40) The record can be used by A / R service 2 4 for identification, adjustment and monitoring. I v R 1 6 was constituted to periodically send the record of the representative's speech and the data of s L E E to the A / R service 2 4. The A / R service 24 also monitors the performance of the identifier 302 included in the engine system 30. For example, A / R service 2 4 can perform offline recognition tests using known test sequences. The A / R service 2 4 is also structured to constitute the information in the update management system 3 2. A / R Service 2 4 can add or remove the pronunciation of words, as well as add names or words in the dictionary. In addition, A / R service 2 4 can be modified: Backus-Naur Form (BNF) grammar used in I V R 16. This helps with things like " Mike Phillips, please. ". A / R service 2 4 can also add or update the sound model, recognizer parameters and semantic model (such as the probability of the previous name). The upgrade and update of the execution time system can be performed by the A / R service 2 4 Execution. In addition, A / R service 2 4 frame is configured to control the number of waveforms and configuration records via interface 40. This control includes turning on or off, closing the recorded waveform, and switching from recording the sampled waveform to recording all waveforms. Or just record the wrong waveform. * The A / R service printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs 2 4 quilts constituted according to the surveillance IVR system 1 6  All warnings and alarms that have been detected will be appropriately supported. The A / R service 2 4 is constructed to be able to turn a bad communication line into a busy fixed state. A / R service 2 4 can also restart part of the I V R system 16, collect long files for debugging, and insert patched configuration files into damaged configuration files. Referring now to Figure 4, the A / R service 24 is framed to serve multiple decentralized IVR systems. As shown, A / R services 2 4 can be accessed via the Internet _ -43- ---- 5 ---. ------- Installation—— (Please read the note on the back of the page 0 to complete this page) This paper size is applicable to China National Standard (CNS) A4 (210 X 297 mm) 474090 A7 B7 V. Description of the invention ( 41) (Please read the notes on the back to fill in this page first) Road 2 2, SM TP server 18 and firewall 2 0 service IVR system 16, and IVR system 120, 122 and 124 'System 120, 122, 124 is Structured for different companies. A / R service 24 is serving IVR system 12 0, 122 and 1 2 4 through Internet 2 2 and firewall 1 2 6 and SMTP server 128. Therefore, as shown in the figure, the A / R service 24 serves the IVR systems 16, 120, 122, and 124 through a plurality of SMTP servers 18, 128, and serves the plurality of IVR systems 1 2 0, 1 through an SMTP server 128. 1 2 2 and 1 2 4 °: IVR systems 16, 120, 122, and 124 may be scattered among each other. Alerts such as email or SMP can be transmitted to entities such as SWI, or other IVR 16 providers, or other entities via A / R service 24 to analyze and determine possible corrective actions. A / R service Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs 2 4 When the expected behavior of the monitored statistics (for example, an expected 値, such as frequency or quantity) is a given quantity, a warning is issued. The AR service 24 includes a structured entity (configuring enUty), and the structured entity includes a translator (transcriber) to transcribe the stored caller's speech based on the A / R service 2 4 warnings and alarms or other notifications. The person at the architectural entity examines these transcribed speeches, compares them to a dictionary, or analyzes the transcribed speeches to determine the appropriate action, if any. This action includes adapting / restructuring I V R 16 using R C S 36, for example, reducing 00 Vs, updating pronunciation or other information, and / or modifying information stored in I V R 16. -44- This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) 474090 A7 —______ B7 V. Description of the invention (42) Structure and establishment · How to structure and establish the system 1 〇, depending on the customer's choice Depending on the type of system. Customers can choose from a basic platform and architecture tools, or a set of architectable models. If the customer chooses the basic platform and tools, the customer can structure and customize the product. Customers can provide architecture / customer information to suppliers and / or architecture entities ’such as Speech Works® International Inc. For the architecture entity architecture system 10. If the customer chooses the basic platform and tools, the customer enters data for the desired function and any customer-defined parameters. The customer needs to enter auto-accompaniment related information such as the person's name, nickname, department, and extension number through the download of the entire: database or personal login, as well as any appropriate synonyms, such as title / title. In addition, customers can provide information on the content of the voice page, as well as instructions to link to other pages, and instructions for transactions supported by the voice page. A lot of content and functions are provided in the basic platform, including transactions, but customers need to provide customer-specific information and instructions. Customers can choose information configuration parameters to customize system and system performance, such as whether the ambiguity can be eliminated during auto-accompaniment. As another example, the customer can use the event registration tool to record the date, event name, and reminder information required by the caller into a register for an upcoming event. Customers can modify / update the initial structure / establishment in the same way as needed to accommodate changed information, such as recent events, personnel additions and deletions, name changes, or other changes in events. If the customer chooses an architecture group that can be architected by a vendor or other entity, the customer should provide relevant information to the architecture entity, such as Speech Works® International Inc. The customer should provide the content information of the voice page. — This paper size is applicable to the Chinese National Standard (CNS) A4 specification (210 X 297 mm) (Please read the notes on the back first? ^: Fill in this page) Install nn I nnnnn 1- is Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs-45- 474090 A7 B7 V. Description of the Invention (43) ——----------- Install—— (Please read the notes on the back and fill in this first Page) The relevant personnel directory information for the above-mentioned auto-accompaniment and the desired options for configuring the parameters. The architecture entity uses this information and its expertise to architect the system for the client. In addition, after the initial architecture / establishment, the architecture entity can update the architecture / establishment as required by the customer. Regardless of the execution architecture of the client or other entity, the configuration file is written into the management system 32 (Figure 1) and / or modified by it, and is read by the engine system 30 (Figure 1) for execution. When the consumer cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs prints and operates, the interaction between the I VR system 16 and the user / caller 12 is to guide the caller through the voice recognition method of the network mode according to the user interface. This includes performing the action indicated by caller 12. According to the network mode, typically, the voice page first presented to the caller 12 is the home page (unless the caller 12 directly accesses different voice pages). The home page provides various options for the caller 12. Caller 12 can choose any of the options presented by speaking any of the specified phrases, or speak the information and / or service desired by caller 1 2 in a natural speaking language. The terminology used is similar to that used by websites to help callers 1 2 navigate through voice pages by speaking the appropriate words.  . For each speech of caller 12, the system framework can be configured to perform ambiguity and / or retry identification. At each stage of the conversation between the IVR system 16 and the caller 12, the caller 12 is informed which page is loaded (for example, "Load Contact Us Page"), and after the voice page is loaded, Tell the caller 1 2 the name of the page presented (eg "contact us page, call us for free. . . . . . ”). A / R Service 2 4 Analysis and Monitoring-鹗. .  This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) -46-474030 A7 B7______ V. Description of the invention (44) (Please read the notes on the back first and fill in this page) 1 VR system 1 6 and Caller 12 information about the conversation and provide appropriate reports, alerts, and / or warnings for use by customers and / or infrastructure entities (such as Speech Works® International Inc.) to determine whether system 10 should be updated. Referring now to Figures 1, 2 and 5, the interactive dialogue method 2 0 0 starts from stage 2 2 2 caller 1 2 dials out the telephone number associated with the I V R system 16. The caller 12 is connected from the caller's phone 2 6 to the IV system 16 via PSTN 1 4. I V R system 16 and caller 12 establish a connection via PSTN 1 4 and caller 12 and I V R: system 16 communicate bidirectionally. At stage 204, the IVR system 16 plays a prompt to the user 12 to instruct the user 12 to reach the homepage of the SpeechSite ™ IVR system 16. For example, the prompt played to the caller 12 is, for example, "Homepage" or "You have entered the homepage of [Some Company] SpeechSiteTMp audio recognition system". In addition, if the number dialed by caller 1 2 is related to a specific voice page instead of the first page and page 1, printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs, the information of the dialed page will be prompted / played to caller 1 2 . The information reminded to caller 12 includes various options for user 12 to access other pages and / or get general information on the home page. Prompts inform callers about the 2 speech modules associated with the SpeechSite ™ IVR system. In this example, the prompts include "Please say 'Company Directory' to link to your personal directory; please say 'Contact Us' to find out how to contact us; please say 'Company Information' to understand our company; Execute [Transaction X] Please say [Execute Transaction X] ". Transactions are, for example, the purchase of stocks or other commodities. Therefore, in this example, '[Executive Transaction X] and [Transaction X] can both “buy stock”. Therefore, the caller is instructed in the reminder 1 2 A paper size is applicable to the Chinese National Standard (CNS) A4 specification (210 X 297 mm) ^ 7- '474090 Α7 Β7 V. Description of the invention (45) How to start the call and arrange the lines separately Complete company directory (auto-accompaniment), information retrieval (contact us and company information) and transaction processing. The information is also included (please read the phonetic on the back? Matt 1U: Fill out this page) Includes instructions on how to navigate the voice pages, and tips for callers 1 2 include callers 1 2 speaking related terms similar to the function of the website. Navigable

SpeechSite ™ IVR systems such as "Previous", "Next" and "Home", as well as other features such as "Find", "Fax" and "Where am I?" 〇In Phase 2 06, the caller Speak Voice 2 0 8 to Phone 2 6 to navigate the entire voice page. Voice 2 0 8 can be a response to the prompts played by the I VR system: system 16, such as requesting a specified voice page, or requesting information or other actions in a commonly spoken language. Speech 208 represents speech-related information, but not necessarily analog or digital speech. For example, speech 2 0 8 may be a set of N-best strings output by the recognizer 3 2. Printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs. At stage 2 0, the engine 30 identifies the available sub-methods to determine which sub-method is suitable for processing the request indicated by voice 2 0 8. To identify and identify sub-methods (each of which contains one or more voice modules), the engine system 30 compares the voice 2 0 8 with the sub-method title prompting the caller 12 and / or multiple words. These words Each is related to at least one of the available sub-methods. In a later example, the vocabulary contains synonyms for the title presented to caller 12. For example, if caller 12 says "direction to Boston", method 2000 will advance to stage 2 1 4 to retrieve the call information from the contact us page. If the speech 2 0 8 matches the sub method title (for example, if the speech 2 0 is "company information"), the engine system 3 0 directs the appropriate corresponding sub method to process the speech 2 0 8, such as in the arrangement of the phase 2 1 2 The size of the book is applicable to the Chinese National Standard (CNS) A4 specification (21G X 297 public love) --- 474090 A7 _ B7 V. Description of the invention (46) Calling the line, the information is retrieved at stage 2 1 4 and / Or process transactions in stages 2 1 6. (Please read the Zhuyin on the back? Fill in this page first.) The following will explain the processing of each voice 2 0 8 by each sub-method 2 1 2, 2 14, 2 and 16 in more detail. Play the appropriate prompt to caller 12 for caller 12 to instruct which submethod to direct. For example, if the caller 12 is going to the schedule call line submethod 2 1 2, the engine system 3 will prompt “transfer to the company directory page” (or “transfer to the personnel directory page” or “transfer to the schedule call line page”) . If the caller 12 is to be transferred to the sub method 2 1 4 or 2 1 6 then the prompt played to the caller 1 2 is divided into "Transfer to [Information Retrieval] page" and "Transfer to [Transaction Processing] page ". In this example, "Contact Us" or "Company Information" replaces [Information Retrieval], and "Buy Stock" replaces [Transaction Processing]. In addition, the prompt played to the caller 12 also includes an indication that the appropriate page has been loaded, for example, "Load Company Directory Page". Sub-methods 212, 214, 216 interact with caller 12 to determine a specific response or action, such as providing caller 12 voice 2 08 or other voice-required information or performing the desired action. Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs At stage 2 18, the engine system 30 provides appropriate responses or performs appropriate actions based on the decisions of sub-methods 2 1 2, 2 1 4 and 2 16. Referring now to FIGS. 1, 3, 5 and 6, at the stage 2 2 0 of the call line arrangement method 2 1 2, the page of the call line arrangement is presented to the caller 12. The engine system 30 plays prompts to the caller 12 to indicate and arrange the call line page and links from the call line page 2 2 0 to other related information pages. The engine system 3 0 broadcasts the person's shell catalog to the caller 1 2 and speaks the caller 1 2 -49- This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) 474090 Λ7 ---- -B7 V. Invention Description (47) Name or department of the person who wants to speak. The I V R system 16 receives the caller's response voice 2 0 8. (Please read the note on the back 11 |: Fill in this page first) At stage 2 2 2, the engine system 3 〇 get the vocabulary to arrange the call line from the configuration and recording system 3 4, this information can be before stage 2 2 0, Get after or during. In this example, the vocabulary for arranging call lines includes information related to the directory of people. However, there are other data in other examples, such as information related to airline flight schedule systems. At stage 2 2 4, the engine system 30 determines that N strings may correspond to the words / phrases required by caller 12. Engine system 3Q compares this: some N — best strings (N — best table) with the arranged call line vocabulary obtained in phase 2 2 2. For example, if the trust score of the most-trusted string in the N-best table exceeds the upper threshold, the word is considered to be recognized and accepted. Low-trust strings with trust scores below the lower threshold are not accepted. Strings with trust scores between the lower and upper thresholds are queried to disambiguate. The same is true if the trust scores of multiple strings exceed the upper threshold. Printed by the Consumer Cooperative of the Intellectual Property Bureau of the Ministry of Economic Affairs To facilitate the identification of the strings mentioned by callers 12 and 2, if necessary, engine system 30 performs disambiguation at stage 2 2 5. For example: if there are two employees with the same name as the caller 12, the engine system 30 will try to identify the department of the employee he wants by the caller 12 to distinguish them. Therefore, the 'engine system 30 prompts the caller 1 2 to "say the department name of the person you want to contact". Depending on the caller's response to the disambiguation prompt, the engine system 30 selects one of the N-best strings as the string called by the caller 12. In the stage 2 2 6 'Engine system 3 0 According to the voice in the stage 2 2 4 _ -50- This paper size applies the Chinese National Standard (CNS) A4 specification (210 X 297 public love) 474090 A7 B7 V. Description of the invention (48 ) Compared with arranging call line vocabulary to determine the appropriate response. This decision can place the call to the identified person or perform the requested action. At stage 2 2 8 the caller's call is arranged to identify the person identified by the caller's voice. The engine system 30 uses the arrangement call line information related to the person identified in phase 2 2 6 such as extension number 'to connect the caller 1 2 to the person with whom he wants to speak. For example, if the voice is "John Doe", caller 12 is scheduled to: iohn Doe's extension, or another voice page, or customer service, for example, if the voice is "Flight Schedule", caller 1 2 will be Customer service staff scheduled to the aircraft. At stage 230, the engine system 30 performs unscheduled call line actions, such as playing or faxing information, according to the voice instructions. Please refer to Figures 1, 3, 5 and 7 ' Figure 7 shows the method of information display 2 1 4. The following will describe the information obtained from the company information page. This example is not intended to be limited; other possible information can also be retrieved, including information retrieved from other pages. Scope. At stage 2 3 2, the information retrieval page presents the 4th caller 1 2. The engine system 30 plays the prompt of "Loading the company information page", and when this page is loaded, it plays the "company information page" After these prompts, the engine system 30 plays the prompts of the instruction information on the company information page, such as links to other voice pages, and general company information. This general information includes company information, including the company ’s Technology Products and / or services provided by the company. At stage 2 34, the engine system 30 obtains the vocabulary of the captured information to identify the caller's voice. The engine system 30 obtains this information from the configuration and recording system 34. This information is based on the information contained in the company information page, and _ This paper size is applicable to the Chinese National Standard (CNS) A4 specification (210 X 297 public love) (Please read the notes on the back first and fill in this page) • i-装Printed by the Intellectual Property Bureau Employees Cooperative of the Ministry of Economic Affairs-51-474090 A7 B7 V. Description of the invention (49) These pages were confirmed to be linked from the company information page. Engine system 3 0 Play a prompt 'for example, "You say the following page Name: "Company History", "News and Press Releases", "Current Events", you can link to the page with the above information. In phase 2 3 6, engine system 30 matches the caller's response prompt N-best string with the vocabulary of the retrieved information. Engine system 30 develops several that may represent caller 12 Strings. The N-best of these strings is selected by the engine system 3 and compared with the vocabulary of the retrieved information to determine which string is what the caller 12 said. To help uniquely identify the caller 1 The strings referred to by 2, in stage 2 38, engine system 30 can perform disambiguation. Engine system 30 can play appropriate prompts to caller 12 as "I think you are talking about" company Calendar 'history' is not 'current event', right? "Depending on the caller's response, the engine system 30 selects one of the N-best strings as the string said by the caller 12. _ At the stage 2 40, the engine system 30 fetches The resources requested and requested by the caller 12. In response to the unique strings identified in stages 2 3 6 and 2 3 8, the engine system 30 uses the information from the identified strings to access the configuration and recording system 3 4 To retrieve information related to the caller's request. For example, if the caller 1 responds to the above disambiguation question with "yes", then the engine system 3 0 will retrieve, for example, the configuration and recording system 3 The company history voice page related to company history in 4. The engine system 30 plays the prompt of "load company history page". At stage 2 4 2, the engine system 30 transmits the requested resource to the caller 1 2. In In this example, 'Engine system 3 0 reminds callers 1 2 and the company's paper size to apply Chinese National Standard (CNS) A4 specifications (210 X 297 cm) (Please read the note on the back fPH: Fill out this page) » i Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs-52- 474090 A7 Β7 V. Description of the Invention (50) Information about the history page. For example, the prompt may be "company history page." You can link to the following voice page ... "(Please read the notes on the back to complete this page) Now please refer to Figures 1, 3, 5, 8 'Figure 8 shows the transaction processing method 2 1 6. The following will be The example of booking a ticket is described. This example is not meant to be limiting, and other transactions, including the purchase of products or goods, are also within the scope of the present invention. At stages 2 4 4 the page of the booking seat is presented to the caller 1 2. The engine system 30 plays the prompt of “Loading the booking page”, and plays another prompt “booking page” when this page is loaded. Following these tips, the engine system 30 plays the booking Instructions on the flight page, such as links to other voice pages, also contain general reservation information. This general information includes fares, in-flight services, and / or travel procedures such as check-in times and baggage restrictions. At stage 2 4 6 the engine system 30 obtains the reservation vocabulary that recognizes the caller's voice. The engine system 30 obtains this information from the configuration and recording system 34. This information is based on the information contained in the company reservation page_ Information, and these confirmed pages are linked from Company information page. The engine system 30 will not mention it. For example, if you say domestic routes, international routes, you can link to the page with the above information. Μ * Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs At stage 2 4.8, the engine system 30 matches N — the best string with the reservation vocabulary. The engine system 30 develops several strings that represent the callers 12. These N-best strings are selected by the engine system 30 to compare with the reservation word to determine which string is the string said by the caller 12. To help uniquely identify the string called by the caller 12, the engine system 30 may perform disambiguation at stage 250. The engine system 30 can play appropriate prompts to the caller 1 2 such as "if you say" Northwest ", 53 this paper size applies to China National Standard (CNS) A4 (210 X 297 mm) 474090 A7 __ B7 5. Description of the invention (51) Please say "1", if you say "Southwest", please say "2", otherwise say "None of the above". Depending on the caller's response, the engine system 3 0 at N — (Please read the note on the back iH first: fill in this page) Choose one of the best strings as the string called by caller 1 2. At stage 2 5 2, respond to the identified caller 1 2 Request, the engine system 30 generates one or more transaction requests. In response to the uniquely identified strings determined at stages 2 48 and 2 50, the engine system 30 uses the information from the identified strings to access the configuration With the recording system 34, information is retrieved for the transaction related to the caller's request. The transaction request will initiate the requested transaction or instruct the hardware and / or software to execute the requested transaction. The transaction request can be: Self-configuration and recording system 3 4 and / or Variables are inserted into the information of the recording system 34 to generate a transaction request, or are generated entirely by a customer-created request. For example, if the caller 12's response to the above-mentioned disambiguation question is "1", the engine system 3 0 A transaction request related to Northwest Airlines will be generated, such as "Book a round trip ticket to Washington D.C. Detroit, depart at 8 am on March 1 and return at 10 pm on March 2 and leave at 10 am." Printed by the Intellectual Property Bureau's Consumer Cooperatives at stage 254, the engine system 30 transmits the transaction request to the appropriate part of the strike system 30, or other appropriate location, such as Northwest Airlines' web site station server. In this example, the engine system 30 executes the transaction in accordance with the transaction request. In addition, the action performed by this item may include, for example, transmitting a stock transaction order, or faxing the request to the caller's fax machine 2 8 via the fax server 97, Depends on the caller's request. At stage 2 5.8, the engine system 30 generates a response to execute the transaction. Here, the response indicates the success or failure of the booking. If successful, the relevant information includes _- 54- This paper size is in accordance with Chinese National Standard (CNS) A4 (210 X 297 gong) 474030 A7 B7 V. Description of the invention (52) Flight number, time, seat and fare, etc. In addition, the response can also be instructed to sell The price of the stock to buy or buy, or an attempt to fax success or failure information to the caller 12 if these transactions are requested. At stage 2 60, the engine system 30 prompts the caller 12 with a relevant response. For example, the engine A prompt played by system 30 eg "Your flight ticket is Flight 123, departing from Washington DC at 8:12 AM on March 1 and arriving in Detroit at 10:48; and flight 456 at 9:47 PM , March 3rd at 12:13 AM in Washington D.C. ”or“ The requested information was successfully faxed to (', 6 1 7) 5 5 5-1 2 1 2 and caller 1 if needed 2 Go back to the transaction processing page 2 4 4 for another transaction. Referring now to FIGS. 1, 3, 5 and 9, the method 270 shown in FIG. 9 is used to report and analyze interactive conversations' At stage 2 7 2, caller 12 interacts with other parts of system 10 interactively. Data from this conversation, including the caller 12's speech and / or actions taken by the system 10 are stored / recorded. Storage / recording can occur during or after the conversation. ‘At stages 2 7 4, stored data from interactive conversations are monitored and / or reported. Reports can be in the form of warnings or alerts, or a formal report with the data organized for analysis. Warnings can highlight potential causes of errors in the system, or at least areas in the system to be improved. The report can show the performance of the system. Organizational performance characteristics reports help make analysis easier, especially those that can be corrected in System 10. Performance characteristics are also organized to provide performance reports to IVR customers to indicate that the operations they have purchased are good. This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) (Please read the note on the back 1 ^ --- ': Fill in this page} Printed by the Intellectual Property Bureau of the Ministry of Economic Affairs, Consumer Cooperatives 55 474090 A7

(Please read the note on the back first? Fill in this page first) At stage 2 7 6 the monitoring / reporting data is analyzed. Someone at the construction entity or other analysis entity checks reports and / or warnings about performance characteristics / statistics. For example, he can analyze the characteristics to determine if too many calls to be scheduled to an employee fail, or if too many calls are scheduled to an agent or disconnected. He can compare the transcription of the recognition vocabulary that caused the caller 12 to connect to the employee's failed speech to determine the 00V speech. Various analyses can be performed at stages 2 7 6. The above analysis is only an example. From the analysis of stages 2 7 6 he can decide what corrective actions can and / or must be taken. For example, he may decide that other pronunciations need to be added to the recognition vocabulary, or that the name of a person or the title of a transaction is wrong, and should not be added to the correct recognition vocabulary to reduce 00V s. In addition, he may decide to include disambiguation features in one or more of the interactive conversation methods 200 to reduce the frequency of misleading calls. Correction. Actions can use R C S 3 6 to add and delete I V R 16 6. Alarm information, prompts, links, configuration parameters, etc., to help improve the operation of the system 10. In phase 2 7 6, the determined corrective action is performed in phase 2 7 8. Other embodiments printed by the Intellectual Property Bureau of the Ministry of Economic Affairs and the Consumer Cooperatives are also within the spirit and scope of the scope of patent application. For example, A / R service 2 4 or one or more parts of it can be provided in I VR. System 1 6 is located in or within it. In addition, some parts of the system 10 may be different from the above-mentioned architecture. For example, it can also be used in environments other than Artlsfot®5 () Visual Voice Enterprise. In addition, different methods can be used to analyze performance data. For example, you can analyze the frequency of 00V s for the same speech, while ignoring less common 00V speeches. The 00V speeches with the same characteristics can be grouped together. _ -56- This paper size applies the Chinese National Standard (CNS) A4 specification (210 X 297 public «) 474030 A7 __ B7 V. Description of the invention (54) (Please First read the notes on the back and fill out this page) So he can hear enough speeches from the group to confirm 0 0 V speeches. The method to accomplish this is to collect all the speech waveforms (in the form of u 1 a w s) that have failed recognition or have low recognition reliability. Use a standard recognizer front end to convert each ulaw into a sequence of feature vectors (such as Mel-Frequency Cersmal Coefficients (MFCCs)). Generate an M F C C vector for each speech frame (for example, 1 millisecond). Use dynamic permutation of feature vectors to cluster the same speech together, or use clustering techniques such as k-means. Each cluster represents a set of speeches of 0 0V plus some noise. A human-operated transcriber listens to a few speeches in the cluster to determine the main 00V from the cluster. Bunching helps the transcriber not need to listen to all speech to recognize 〇〇V. Alternatively, speech can be transcribed using automated techniques. For example, speech can be transcribed by a telephone loop recognizer to replace a person's transcript. This method can be used to transcribe a small number of speeches from Yin Yin's speech cluster. Speech statements can be cross-referenced with a dictionary of speech, or passed to a person to confirm 0 V. 〇V speech can be marked to consider corrective action. Alternatively, speech can be compared to larger dictionaries, such as names. * Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs

Claims (1)

474090 OQ8899 ABCD VI. Patent application scope 1. A kind of dynamic type. The voice system is rare, including: Yi Wei, the frame is configured to receive the user's call, and provides the communication link between the system and the user; the memory, which The personnel directory information is stored therein, including the instructions of a plurality of individuals, and the line information related to each person, which is used to arrange the call to the line of the selected person among the plurality of individuals. The memory also stores the information related to the interactive voice system. The company's company information; and the voice unit, which is coupled to the memory and the memory, is configured to send the first sound information to the port to prompt the user to speak to the system. The voice unit is also configured to receive the user's voice through the port, and The voice from the user is recognized, and an action is performed based on the recognized user voice. The voice unit is further configured to transmit the second sound information to the port according to the company information stored in the memory. 2. The system according to item 1 of the scope of patent application, wherein the voice unit is framed to form at least part of the transmitted voice, which is similar to the network format. 3. If the system of the scope of patent application No. 2., the voice unit is structured to respond to the request of the user identified by the voice unit, provide the information stored in the memory according to the request, and follow the request with the user. The person with the indicated line information arranges the call to that person. 4. The system according to item 3 of the patent application scope, in which part of the company information stored in the memory is related to each other on the page of the information according to many types of information, including how to contact the company. ; 5) If the system of item 4 of the scope of patent application, the voice unit is structured. If the user's voice is within the vocabulary of the information page that the voice unit last accessed, it will act after the user's voice . ------ · ------- install --- (Please read the notes on the back to fill out this page first.) The paper size printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs is in accordance with Chinese national standards (CNS ) A4 specification (210 X 297 mm) -58- 474030 A8B8C8D8 VI. Patent application scope 6 · If the system of patent application item 4 is applied, the type of information further includes the location with the company and the products provided by the company (if Yes) and services (if any). 7 · In the case of the patent application system, the company information is stored in the memory, including information available on the company's website. 8 · If the system of item 7 of the patent application scope, the memory and voice unit are structured to transmit company information to users, and its organization is different from the organization that provides company information on the company's website. 9 · The system according to item 4 of the scope of patent application, in which: the voice unit is structured to respond to the command from the user to access the information page, and its function is related to the command provided by the web browser. 10. If the system of the scope of patent application is the ninth, the order includes "previous page", "next page", and "first page". 1 1 · If the system of patent application @ Item 1 is used, the voice unit is constructed to execute the transaction indicated by the user's voice. 1. The system according to item 1 of the scope of patent application, further comprising a voice application monitor, which is constituted to monitor the activity of the voice unit and the corresponding voice from the messenger. 1 3 · If the system of item No. 12 of the scope of patent application, the voice unit is structured to store dialogue data in the memory to indicate at least one of them: the user's voice; whether the user's voice is recognized Accept, if so, whether the voice unit is taking action and what action is being taken; and whether the user's voice confidence is below the established threshold; and 'The voice application monitor is constructed to report the conversation stored by the voice unit Information instructions. One paper size applies to China National Standard (CNS) A4 (210 X 297 public love) I n νϋ mmmmi lnn # nnn I— n I-nn (Please read the notes on the back first and fill in this page) ·. Ministry of Economic Affairs Printed by the Intellectual Property Bureau employee consumer cooperatives-59- 474090 B8 C8 D8 Printed by the Intellectual Property Bureau employee consumer cooperatives of the Ministry of Economic Affairs VI. Application for patent scope 1 4 · If the system of the patent scope No. 12 application, the voice application monitor Coupling with memory via the Internet. 1 5 · The system according to item 1 of the scope of the patent application, in which the voice unit and the frame are executed at least once to disambiguate the voice of the user and confirm the voice of the user. 16 · The system according to item 1 of the scope of patent application, further comprising a control unit coupled to the memory and configured to receive a control signal from outside the system and modify the information in the memory in response to the control signal. 17. If the system of item 16 in the scope of patent application, the control unit in it is structured to increase the information in the memory, delete the information in the memory, and change the information in the memory. 1 8 · If the system of the first scope of the patent application, the voice unit is further structured to send information to the user to prompt the user to provide information to disambiguate people, and to eliminate the use of disambiguated information The ambiguity of the person whom the person wants to contact among many people. , 19 · A computer program product, including computer readable instructions to cause the computer to: ~ respond to calls received from users, establish communication links with users; retrieve information from memory, memory Stored personal directory information, including instructions for multiple individuals, and line information related to each individual, used to arrange the calling line to the selected person among the multiple individuals, and also stored in the memory related to the interactive voice system Company's company information; and send the first sound information to the user to prompt the user to speak to the system (please read the notes on the back first and fill in this page). This paper size applies to China National Standard (CNS) A4 specification (210 X 297 mm) -60- 474030 Printed by A8 B8 C8 D8, member of the Intellectual Property Bureau of the Ministry of Economic Affairs and Consumer Cooperatives The user's voice; performing actions based on the recognized user voice; and transmitting the second sound information to the user according to the company information stored in the memory. 20. If the computer program product of item 19 in the scope of patent application, the instructions that cause the computer to transmit the second sound information cause the computer to transmit the second sound information in a format at least partially similar to the network. 2 1. For example, a computer program in the scope of patent application No. 20: a product, in which the computer is instructed to transmit the second sound information, causing the computer to respond to the request of the user identified by the voice unit, and to provide the stored in memory according to the request. Information, the computer program product further includes instructions for arranging a call to the person in accordance with line information related to the person instructed by the user's request. 2 2. For example, the computer program product of item 21 of the patent application, the memory of which stores information into pages according to many predetermined categories of information, and the instructions that cause the computer to recognize the user's voice and cause the computer to use The words associated with the current page of speech identify the user's speech. '2 3 · If the computer program product under item 22 of the patent application scope, where the company information is stored in the memory, including information available on the company's website, and which causes the computer to send the second sound information to the user The instruction causes the computer to transmit the second sound information in an organization different from the organization providing the company information on the company website. 2 4 · If the computer program product in item 22 of the scope of patent application, the instructions that cause the computer to retrieve information cause the computer to respond to the command from the user ~ This paper size applies the Chinese National Standard (CNS) A4 specification (210 X 297 public-61-· (Please read the note on the back 1-install --- I: fill in this page) Order · Line _ 474090 OQ888 ABCD VI. Patent application scope order retrieval information, its function and web browser The order provided is related. (Please read the notes on the back to fill out this page first) 2 5 · If the computer program product in the scope of patent application No. 24, the order includes "previous page", "next page", And "Homepage". 2 6 · If the computer program product under item 19 of the patent application scope, further includes the computer to execute the transaction indicated by the user's voice. 2 7 · If the computer program product under item 19 scope of the patent application Further instructions include causing the computer to: store the conversational data in the memory, indicating at least one of the following: the user's voice; whether the user's voice is recognized and accepted, and if so, the What action to take; and whether the user's voice confidence is below the established threshold; and instructions to report the stored conversational data. 2 8 · If the computer program product of item 19 in the scope of patent application, further includes An attempt to identify the user's voice to cause the computer to perform an action.-, 2 9 · Such as a computer program product under the scope of patent application No. 29, further including causing the computer to receive the control signal and respond to the control signal to modify the information in the memory Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs 30. For example, if the computer program product under the scope of patent application No. 29, the instructions that cause the computer to modify the information contained in the memory include causing the computer to increase the information in the memory and delete the memory Information in the system, and instructions to change the information in the record system. 3 1. If the computer program product of item 19 of the patent application scope, further includes instructions to cause the computer to: send information to the user to prompt the user to provide _ -62- This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) 47409 0 A8 B8 C8 D8 Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs. 6. The scope of patent application for eliminating information on human ambiguity; and using the information on disambiguation to eliminate the user's desire to contact among multiple people. Ambiguity. 3 2-A method for interfacing with a user via an interactive voice application, the method comprising: receiving an incoming call from a user; establishing a communication link with the user; retrieving the voice in the stored data The indicated portion is presented to the user; and: the stored data is presented to the user in a web-like form by voice. 3 3. The method according to item 32 of the scope of patent application, wherein the stored data is stored in the group according to the instructions of the title of the content of the relevant information in each corresponding group, and the presentation therein includes storing the stored information by voice The title of the part of the data is transmitted to the user. 3, The method according to item 33 of the patent application scope further includes: receiving a user's voice; converting the user's voice into an electric instruction of the user's voice; acquiring another part of the stored data according to the electric instruction; and The other part of the stored data is presented to the user, including the voice transmission of the title of the other part of the stored data to the user. 3 5 · The method of claim 34, in which the user's voice is the title of another part of the stored data. 3 6 · If you apply for the method in item 34 of the patent scope, the user language is one (please read the note on the back first to complete this page) »i-装 This paper size applies to China National Standard (CNS) A4 specifications (210 X 297 mm) -63- 474090 Printed by A8 B8 C8 D8 of Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economy Is another indication of the title of the stored data. 37 • The method according to item 36 of the scope of patent application, wherein the instruction of voice is the instruction of the synonyms of the title of another part of the stored data. 38. The method of claim 34, wherein the user's voice includes navigation commands similar to those on the Internet. 3 9 · As for the method of item 38 in the scope of patent application, the commands include "previous page", "next page", "first page", "to", and "description" 〇 4 0 The method of item 32, wherein the data stored in '· are grouped together according to the content of the data, and the presentation thereof includes sending a voice instruction to the user of the content of the stored data, and the instruction includes a "page" The word. 4 1 · A monitoring system for monitoring at least one voice application system, the monitoring system includes: a computer network communication line; and, the monitoring unit is coupled to the voice application system, and is coupled to the computer network connection, and is framed Constitute data for receiving at least one language application system via a computer network communication line to process call records for instructions related to calls related to the voice application system. 4 2 · The system according to item 41 of the scope of patent application, wherein the monitoring unit is connected to the voice application system by a computer network communication line, and wherein the monitoring unit is located far away from at least one of the voice application systems. 4 3 · The system according to item 42 of the patent application, wherein the computer network communication line is coupled to at least one voice application system via the Internet. (Please read the notes on the back to fill in this page first)-Binding-• Thread 'This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) 64 · 474090 OQ888 ABCD VI. Application for patent scope 4 4 · For example, the system according to item 43 of the patent application, wherein the monitoring unit is structured to access records of call records stored in at least one voice application system. 4 5 · If the system of item No. 43 of the scope of patent application, the monitoring unit is coupled with a plurality of distributed voice application systems via a computer network communication line and the Internet, and is constructed from each voice via a network connection The application system receives data to process a record of call events related to each voice application system and to generate an instruction report for call-related instructions for each voice application system. 46. The system according to item 41 of the patent application scope, wherein the monitoring unit is configured to transmit signals to at least one voice application system to change the operation of the at least one voice application system. 47. If the system of item 46 of the patent application is applied, the signals therein are adapted to cause the faulty communication line of at least one voice hawk system to effectively resume busy. · 48 · If the system under item 46 of the patent application is applied, the signal therein is adapted to cause at least one voice application system to resume service. 4 9 · If the system according to item 46 of the patent application, the signals therein are adapted to cause the patched configuration file to be inserted into the configuration file of at least one voice application system. 50. The system of item 41 in the scope of patent application, wherein the monitoring unit is framed to constitute an indication of the frequency of the selected call event. 5 1 · The system according to item 41 of the patent application scope, wherein the monitoring unit is constructed to generate an alarm about the selected call event. This paper size applies to China National Standard (CNS) A4 (210 X 297 mm) (Please read the notes on the back and fill out this page first) • i Printed by the Intellectual Property Bureau Staff Consumer Cooperatives 65-474090 A8B8C8D8 / 、、 Scope of patent application 5 2 ♦ If the system of scope 51 of the patent application, the alarm is to indicate that the characteristic of the selected call event deviates from the established reference of the characteristic 値 ~ the predetermined amount. 5 3 · The system according to item 41 of the scope of patent application, wherein the configuration of the monitoring unit and the voice application system are close to each other. (Please read the Cautions on the back β to complete this page first) »i Printed by the Consumer Cooperatives of the Intellectual Property Bureau of the Ministry of Economic Affairs 66- This paper size applies to China National Standard (CNS) A4 (210 X 297 public love)