SYSTEM AND METHOD FOR DEFINING AND EXECUTING DISTRIBUTED MULTI-CHANNEL SELF-SERVICE APPLICATIONS
A system and method are provided for defining and executing distributed multi-channel self-service communication systems. A voice system is provided that will assist a user of the system to query the system and receive feedback from the system which can lead to additional queries of the system in order for the user to use a phone-in system for informational purposes. A query is provided from a user in the form of spoken word. The spoken word is converted into a format for searching a knowledge database. The knowledge database is searched for at least one answer object and when found is presented to the user.
1 . A method of searching a knowledge data base comprising the steps of:
receiving a query from a user, wherein said query is in the form of a spoken word or phrase;
converting said spoken word or phrase into a format capable of searching a knowledge database;
searching said knowledge database for at least one answer object to said query; and
e. presenting said at least one answer object to said user wherein said at least one answer object is in audible form.
2 . The method of searching a knowledge data base of claim 1 further comprising the steps of:
searching said knowledge database for one or more frequently asked questions in response to said query from said user;
presenting said at least one frequently asked questions to said user wherein said user chooses a selected frequently asked question;
searching said knowledge database for said answer object associated with said selected frequently asked question; and
presenting said answer object to said user.
3 . The method of searching a knowledge data base of claim 1 wherein said answer object is presented to said user in the form of an audible response.
4 . The method of searching a knowledge data base of claim 2 wherein said answer object is presented to said user in the form of audible response.
5 . A method of searching an enterprise knowledge base comprising the steps of:
accessing a system via an access channel;
interacting with said system to furnish keywords to search said enterprise knowledge base;
searching said knowledge database and retrieving a group of frequently asked questions, wherein said group of frequently asked questions comprises zero or more frequently asked questions, pertinent to said keywords;
presenting said group, of frequently asked questions to a user, wherein said user selects one or more of said frequently asked questions;
retrieving an answer object associated with said one or more frequently asked questions selected by the user; and
presenting said answer object to said user via said access channel.
6 . The method of searching an enterprise knowledge base of claim 5 wherein said access channel is a telephone.
7 . The method of searching an enterprise knowledge base of claim 5 wherein said access channel is a wireless telephone.
8 . The method of searching an enterprise knowledge base of claim 5 wherein said access channel is a telephone with display.
9 . The method of searching an enterprise knowledge base of claim 5 wherein said access channel is a PDA.
10 . The method of searching an enterprise knowledge base of claim 5 wherein said access channel is a web browser.
11 . The method of searching an enterprise knowledge base of claim 5 wherein said answer object is presented to said user as one or more pre-recorded audio announcements.
12 . The method of searching an enterprise knowledge base of claim 5 wherein said answer object is presented to said user as a text message.
13 . The method of searching an enterprise knowledge base of claim 5 wherein said answer object is presented to said user as text with SSML tags.
14 . The method of searching an enterprise knowledge base of claim 5 wherein said answer object is presented to said user as an XML document.
15 . The method of searching an enterprise knowledge base of claim 5 wherein said answer object is presented to said user as a VoiceXML application.
16 . The method of searching an enterprise knowledge base of claim 5 wherein said answer object is presented to said user as VoiceXML subdialog.
17 . The method of searching art enterprise knowledge base of claim 5 wherein said answer object is presented to said user as a reference to a VoiceXML application; wherein said VoiceXML application is maintained by said system.
18 . The method of searching an enterprise knowledge base of claim 5 wherein said answer object is presented to said user as a reference to a VoiceXML subdialog, wherein said VoiceXML subdialog is maintained by said system.
19 . An apparatus for searching an enterprise knowledge base comprising:
a means receiving a query from a user, wherein said query is in the form of a spoken word or phrase;
a means for converting said spoken word or phrase into a format capable of searching a knowledge database;
said knowledge database having a plurality of answer objects;
a means for searching said knowledge database for at least one answer object to said query; and
a means for presenting said at least one answer object to said user wherein said at least one answer object is in audible form.