Voice response system

Details Voice response system Voice response system

H - Electricity

04

M

H04M 3/493 (2006.01) H04M 3/22 (2006.01)

Patent

CA 2441195

With interactive voice response services, it can be frustrating for a user to become stuck in a dialogue where the same question is asked repetitively. In this invention the wording of questions used by the system are varied throughout a dialogue depending upon how many times a user has visited a dialogue state ever in their call history. Furthermore the wording of the question is also varied in dependence upon the way in which the question was asked the last time the user was in a particular dialogue state.

Dans des services de réponse vocale interactifs, il peut être frustrant pour un utilisateur d'être <=bloqué>= dans un dialogue danslequel la même question est posée de manière répétée. L'invention concerne des libellés de questions mis en oeuvre par le système qui sont variés pendant un dialogue, en fonction du nombre de fois qu'un utilisateur a visité un état du dialogue au cours de l'historique d'appel. De plus, les libellés de la question sont également variés en fonction de la manière dont la question a été posée la dernière fois que l'utilisateur se trouvait dans un état particulier du dialogue.

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