Automated response system

Patent metadata

Field	Value
Publication number	US-9538005-B1
Application number	US-201414491804-A
Country	US
Kind code	B1
Filing date	Sep 19, 2014
Priority date	Sep 19, 2014
Publication date	Jan 3, 2017
Grant date	Jan 3, 2017

Abstract

Described are systems, methods, and computer readable media for responding in an automated manner to a verbal prompt, such as from an automated system. The verbal prompt is processed to identify a request for information, and user information is accessed to determine at least a portion of the user information that corresponds to the request for information. Audio data may be generated using the determined portions of the user information, and the audio data may be provided, via a connection, responsive to the request for information.

First claim

What is claimed is:

1. A system for automated communication with an interactive voice response system comprising:
a processor;
a touchscreen in communication with the processor;
a communication interface in communication with the processor and configured to connect with the interactive voice response system;
a data storage medium in communication with the processor;
computer instructions in the data storage medium for instructing the processor to:
receive user information from the touchscreen;
store the user information;
receive user input indicative of a request to initiate a telephonic communication;
responsive to the user input, initiate a connection with the interactive voice response system;
receive, using the connection, a request for information from the interactive voice response system;
determine population data indicative of prior interactions between a plurality of user devices and the interactive voice response system;
determine, based on the population data, at least a portion of the user information corresponding to the request for information; and

provide, using the connection, the at least a portion of the user information to the interactive voice response system.

2. The system of claim 1 , wherein the computer instructions further instruct the processor to:
identify a security flag associated with the at least a portion of the user information;
provide a request for authentication data to the touchscreen;
receive the authentication data from the touchscreen; and
provide the at least a portion of the user information to the interactive voice response system responsive to receipt of the authentication data.

3. The system of claim 1 , further comprising:
one or more sensors configured to determine status information including one or more of:
a location associated with the one or more sensors;
motion associated with the one or more sensors;
a temperature associated with the one or more sensors;
a humidity associated with the one or more sensors;
a weather condition associated with the one or more sensors;
an emergent condition associated with the one or more sensors;
a physical feature proximate to the one or more sensors;
a service provider proximate to the one or more sensors;
a business proximate to the one or more sensors; or
health information associated with the one or more sensors; and computer instructions for instructing the processor to:
determine the request for information corresponds to the status information; and
responsive to the request for information, determine the status information using the one or more sensors;
wherein the at least a portion of the user information includes the status information.

4. The system of claim 1 , wherein the population data is further indicative of one or more of: characteristics of a plurality of users or characteristics of a plurality of user devices.

5. A method comprising:
accessing a telecommunication connection;
receiving, by a user device, first audio data from an external party using the telecommunication connection;
processing the first audio data to determine a request by the external party for information from the user device;
determining population data indicative of prior interactions between a plurality of user devices and the external party;
determining, based on the population data, at least a portion of user information corresponding to the request for information;
generating second audio data using the at least a portion of the user information; and
providing the second audio data to the external party from the user device using the telecommunication connection.

6. The method of claim 5 , wherein the user information comprises one or more of:
a location of the user device;
a duration of time the user device has occupied the location;
weather information associated with the location;
emergency information associated with the location;
services associated with the location; or
health information associated with a user of the user device.

7. The method of claim 5 , further comprising:
receiving authentication data from the user device for authenticating one or more of an identity of the user device or a user associated with the user device; and
providing the second audio data using the telecommunication connection responsive to receipt of the authentication data.

8. The method of claim 5 , further comprising:
receiving input from the user device, wherein the input corresponds to a simulated mood;
generating the second audio data comprising a tone corresponding to the simulated mood; and
providing the second audio data to the telecommunication connection using the tone.

9. The method of claim 5 , further comprising:
accessing information associated with the telecommunication connection;
determining a simulated mood corresponding to the information;
generating the second audio data comprising a tone corresponding to the simulated mood; and
providing the second audio data to the telecommunication connection using the tone.

10. The method of claim 9 , wherein the information associated with the telecommunication connection comprises one or more of a duration of the telecommunication connection or an identity of one or more of a user or a device associated with the telecommunication connection.

11. The method of claim 5 , further comprising:
wherein the population data is further indicative of one or more of: characteristics of a plurality of users or characteristics of a plurality of user devices.

12. A non-transitory computer readable medium comprising instructions for causing a processor to perform a method of:
accessing a connection to an automated system;
determining an identity of the automated system;
receiving data from the automated system;
accessing population data indicative of prior interactions between a plurality of user devices and the automated system;
determining, based on the population data, user information corresponding to one or more of the identity of the automated system or the data from the automated system; and
providing, to the automated system, at least a portion of the user information.

13. The medium of claim 12 , wherein the data from the audio system includes first audio data and the instructions further cause the processor to:
generate second audio data using the at least a portion of the user information; and
provide the second audio data to the automated system.

14. The medium of claim 12 , wherein the instructions further cause the processor to:
provide a user interface corresponding to the identity of the automated system, wherein the user interface comprises at least two selections corresponding to the automated system;
receive a selection via the user interface; and
provide information to the automated system corresponding to the selection.

15. The medium of claim 14 , wherein the instructions further cause the processor to:
generate the at least two selections based at least partially on the population data.

16. The medium of claim 12 , wherein the instructions further cause the processor to:
receive an in-band telecommunication signal from the automated system providing the identity of the automated system;
initiate a data connection with the automated system for providing the user information to the automated system and receiving additional data from the automated system, wherein the at least a portion of the user information is provided to the automated system using the data connection; and
initiate a telecommunication communication with the automated system.

Assignees

• Amazon Tech Inc

Inventors

• Nguyen Luan Khai
• Strand William Alexander

Classifications

• H04M3/4936 Primary

  Speech interaction details (speech recognition per se G10L15/00) · CPC title

• H04L67/535

  Tracking the activity of the user (network monitoring arrangements H04L43/00; recording of computer activity G06F11/34) · CPC title

• H04M2203/551

  Call history · CPC title

• H04M3/42357

  where the information is provided to a monitoring entity such as a potential calling party or a call processing server · CPC title

• H04M3/493 Primary

  Interactive information services, e.g. directory enquiries {; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals} · CPC title