Closed-loop command and response system for automatic communications between interacting computer systems over an audio communications channel
View Patent ↗A system and method for enabling two computer systems to communicate over an audio communications channel, such as a voice telephony connection. Such a system includes a software application that enables a user's computer to call, interrogate, download, and manage a voicemail account stored on a telephone company's computer, without human intervention. A voicemail retrieved from the telephone company's computer can be stored in a digital format on the user's computer. In such a format, the voicemail can be readily archived, or even distributed throughout a network, such as the Internet, in a digital form, such as an email attachment. Preferably a computationally efficient audio recognition algorithm is employed by the user's computer to respond to and navigate the automated audio menu of the telephone company's computer.
1. A method for enabling a user to employ a voice response (VR) management application that is accessible at a remote location by the user, to interact with a VR system, wherein the VR system provides audio command prompts to which appropriate responses must be made in order for the user to achieve a desired interaction with the VR system, the method comprising the steps of:
(a) establishing a logical connection between the user and the remote location;
(b) teaching the VR management application how to recognize and respond to the audio command prompts issued by the VR system, such that recognition of the audio command prompts is based on a comparison of an audio command prompt received by the VR management application with stored signatures, each stored signature being based on at least a unique portion of a command prompt likely to be issued by the VR system; and
(c) using the VR management application for automatically performing the following steps to enable the user to achieve the desired interaction:
(i) establishing a logical connection between the VR management application and the VR system;
(ii) receiving an audio signal from the VR system over the logical connection;
(iii) comparing the audio signal that was received with the stored signatures, to identify the command prompt being issued by the VR system;
(iv) providing any required response corresponding to the command prompt issued by the VR system; and
(v) repeating the steps of subparagraphs (ii)-(iv) until the desired interaction between the user and the VR system through the VR management application has been achieved.
2. The method of claim 1 , wherein the step of establishing a logical connection between the VR management application and the VR system comprises the step of establishing the logical connection according to a predefined schedule, so that the desired interaction occurs on a scheduled basis.
3. The method of claim 1 , wherein the desired interaction comprises retrieving voicemail of the user from the VR system.
4. The method of claim 3 , wherein after the VR management application has retrieved the voicemail, further comprising the step of emailing the voicemail to an email account of the user.
5. The method of claim 3 , wherein after the VR management application has retrieved the voicemail, further comprising the step of forwarding the voicemail to the user through a telephone call.
6. The method of claim 3 , wherein after the VR management application has retrieved the voicemail, further comprising the step of forwarding the voicemail to an answering machine accessible by the user.
7. The method of claim 3 , wherein once the VR management application has retrieved the voicemail, further comprising the steps of storing the voicemail that has been retrieved so that the voicemail can subsequently be accessed by the user.
8. The method of claim 7 , further comprising the step of enabling the user to access the voicemail that has been retrieved and stored, through a telephone call.
9. The method of claim 7 , further comprising the step of enabling the user to access the voicemail that has been retrieved and stored, using a Web browser.
10. The method of claim 1 , wherein the desired interaction comprises the step of forwarding an audio message from the user to the VR system.
11. The method of claim 1 , wherein the step of teaching the VR management application how to recognize and respond to the audio command prompts issued by the VR system comprises the step of generating a corresponding discrete Fourier transform (DFT) for each audio command prompt likely to be issued by the VR system, each stored signature including the corresponding DFT for that stored signature.
12. The method of claim 11 , wherein the step of comparing the audio signal received with each stored signature comprises the steps of generating at least one DFT from the audio signal received, and comparing each DFT generated from the audio signal received with DFTs included in the stored signatures.
13. A method for enabling a user to use a Web site to retrieve audio messages left for the user through an audio message facility, wherein the audio message facility provides audio command prompts to which appropriate responses must be made in order to retrieve any audio messages left for the user at the audio message facility, the method comprising the steps of:
(a) establishing a logical connection between the user and the Web site;
(b) teaching a voice response (VR) management application accessible through the Web site how to recognize and provide a correct response to the audio command prompts issued by the audio message facility, where recognition of each audio command prompt is based on a comparison of the audio command prompt with stored signatures, each stored signature being based on at least a portion of a corresponding command prompt likely to be issued by the audio message facility; and
(c) using the VR management application for performing the following steps, to enable the user to access any messages left for the user at the audio message facility:
(i) establishing a logical connection between the VR management application and the audio message facility;
(ii) receiving an audio signal from the audio message facility with the VR management application;
(iii) comparing the audio signal received with the stored signatures, to identify the command prompt being issued by the audio message facility;
(iv) using the VR management application for providing any required response to the command prompt that was identified;
(v) repeating the steps identified in subparagraphs (ii)-(iv) until access to messages stored by the audio message facility is obtained;
(vi) retrieving the messages for the user from the audio message facility, so that the messages are available at the Web site;
(vii) converting the messages into a digital format; and
(viii) enabling the user to access the messages in digital format through the Web site.
14. The method of claim 13 , wherein the step of using the VR management application comprises the step of the VR management application providing an audio response to the audio message facility, as required in response to the command prompt identified by the VR management application.
15. The method of claim 13 , wherein the step of using the VR management application comprises the step of the VR management application providing a tone response to the audio message facility, as required in response to the command prompt identified by the VR management application, the tone response being selected to enable access of any messages stored by the audio message facility.
16. The method of claim 13 , further comprising the step of automatically determining if a message has previously been retrieved to prevent a duplicate of a message that was previously retrieved during a prior connection by the user to the Web site from being again presented to the user during a subsequent connection by the user to the Web site.
17. The method of claim 16 , wherein the step of determining if a message has previously been retrieved comprises the steps of:
(a) creating message specific indicia for each message that is retrieved by the VR management application;
(b) storing the message specific indicia in association with the message for which it was created;
(c) correlating the indicia of each message being retrieved with the indicia of other messages;
(d) determining that two messages are duplicates if the indicia of the two messages substantially match; and
(e) not making a duplicate of a message that was previously retrieved available to the user.
18. The method of claim 13 , further comprising the step of automatically causing a message stored at the audio message facility to be deleted after the message has been retrieved by the VR management application.
19. A system for enabling a user to interact with a VR system, wherein the VR system provides audio command prompts to which appropriate responses must be made in order for a user to achieve a desired interaction with the VR system, comprising:
(a) a memory in which machine instructions and signatures are stored, each signature corresponding to at least a unique portion of a command prompt likely to be issued by the VR system;
(b) a communication interface for communicating over one or more networks; and
(c) a processor that is coupled to the memory and to the interface, the processor executing the machine instructions to carry out a plurality of functions, including:
(i) enabling a user that is remote from the processor to establish a logical connection with the processor via the communication interface;
(ii) interactively learning how to recognize and respond to the audio prompts that are issued by and received from the VR system over the communication interface, based upon a comparison of an audio command prompt received from the VR system with the signatures that are stored in the memory; and
(iii) automatically performing the following functions to enable the processor to achieve a desired interaction with the VR system:
(1) establishing a logical connection with the VR system using the communication interface;
(2) receiving an audio signal from the VR system over the logical connection;
(3) comparing the audio signal that was received with the signatures that are stored in the memory, to identify a command prompt that has been issued by the VR system and received by the processor;
(4) providing any required response corresponding to the command prompt that was issued by the VR system; and
(5) repeating the functions of subparagraphs (2)-(5) until the desired interaction with the VR system has been achieved.
20. The system of claim 19 , wherein the machine instructions further cause the processor to establish the logical connection with the VR system according to a predefined schedule, so that the desired interaction occurs on a scheduled basis.
21. The system of claim 19 , wherein the desired interaction that is carried out by the processor includes retrieving a voicemail of a user from the VR system.
22. The system of claim 21 , wherein the machine instructions further cause the processor to email the voicemail to an email account of the user, over the network.
23. The system of claim 21 , wherein the machine instructions further cause the processor to forward the voicemail to the user via a telephone call with the user.
24. The system of claim 21 , wherein the machine instructions further cause the processor to forward the voicemail to an answering machine that is accessible by the user.
25. The system of claim 21 , wherein the machine instructions further cause the processor to store the voicemail in the memory so that the voicemail can subsequently be accessed by the user.
26. The system of claim 25 , wherein the machine instructions further cause the processor to enable the user to access the voicemail that has been stored, through a telephone call that communicates with the processor.
27. The system of claim 25 , wherein the machine instructions further cause the processor to enable the user to access the voicemail that has been stored, using a Web browser that communicates over the network with the processor.
28. The system of claim 19 , wherein the desired interaction comprises the forwarding of an audio message from the user to the VR system.
29. The system of claim 19 , wherein the machine instructions cause the processor to recognize the audio command prompts that may be issued by the VR system by generating a corresponding discrete Fourier transform (DFT) for each audio command prompt likely to be issued by the VR system, so that each signature that is stored in the memory includes the corresponding DFT for that signature.
30. The system of claim 29 , wherein the machine instructions further cause the processor to generate at least one DFT from the audio signal that is received from the VR system for comparison with DFTs included with the signatures that are stored, in order to identify the command prompt that has been issued by the VR system.