Real-time human data collection using voice and messaging side channel
An approach is provided in which an information handling system sends a request in audio format to a user over a voice channel requesting a user data set. The information handling system receives utterances from the user over the voice channel and determines that the utterances do not provide enough information to complete the requested user data set. In turn, the information handling system establishes a messaging channel with the user and sends a request in digital format to the user over the messaging channel to provide additional data to complete the user data set.
1. An information handling system comprising:
one or more processors;
a memory coupled to at least one of the processors; and
a set of computer program instructions stored in the memory and executed by at least one of the processors in order to perform actions of:
sending a first request to a user over a voice channel through a first communication network, wherein the first request is in an audio format and requests a user data set from the user;
receiving one or more utterances from the user over the voice channel in response to sending the first request; and
in response to determining that the one or more utterances comprise a first portion of the user data set that fails to complete the user data set:
establishing a messaging channel with the user through a second communication network, wherein the messaging channel is an end-to-end digital data channel between the information handing system and a user device utilized by the user; and
sending a second request to the user device over the messaging channel requesting additional data to complete the user data set, wherein the second request is in a digital data format.
2. The information handling system of claim 1 wherein at least one of the one or more processors perform additional actions comprising:
receiving a second portion of the user data set from the user over the messaging channel in response to sending the second request;
determining that the first portion of the user data set and the second portion of the user data set fails to complete the user data set; and
sending a third request to the user over the messaging channel to provide a third portion of the user data set.
3. The information handling system of claim 2 wherein both the voice channel and the messaging channel are concurrently active, and wherein at least one of the one or more processors perform additional actions comprising:
sending a fourth request to the user over the voice channel to provide the third portion of the user data set, wherein the fourth request is in the audio format and is sent concurrently with the third request.
4. The information handling system of claim 1 wherein at least one of the one or more processors perform additional actions comprising:
capturing a first speech pattern on the voice channel until a first pause is detected;
storing the first speech pattern as a first one of the one or more utterances;
determining that the first utterance includes the first portion of data that fails to complete the user data set;
waiting to receive a second speech pattern for a predetermined amount of time in response to the determining that the first utterance includes the first portion of data that fails to complete the user data set; and
establishing the messaging channel in response to determining that the second speech pattern was not received within the predetermined amount of time.
5. The information handling system of claim 1 wherein at least one of the one or more processors perform additional actions comprising:
sending a second request to the user over the voice channel in response to the user providing the additional data to complete the user data set, wherein the second request is in the audio format and requests a different user data set from the user; and
receiving the different user data set from the user over the messaging channel.
6. The information handling system of claim 1 wherein at least one of the one or more processors perform additional actions comprising:
in response to determining that the one or more utterances correspond to the first portion of the user data, informing the user over the voice channel of the message being sent over the messaging channel.
7. The information handling system of claim 1 wherein each of the one or more utterances is an uninterrupted speech pattern ending with a pause.
8. A computer program product stored in a computer readable storage medium, comprising computer program code that, when executed by an information handling system, causes the information handling system to perform actions comprising:
sending a first request to a user over a voice channel through a first communication network, wherein the first request is in an audio format and requests a user data set from the user;
receiving one or more utterances from the user over the voice channel in response to sending the first request; and
in response to determining that the one or more utterances comprise a first portion of the user data set that fails to complete the user data set:
establishing a messaging channel with the user through a second communication network, wherein the messaging channel is an end-to-end digital data channel between the information handing system and a user device utilized by the user; and
sending a second request to the user device over the messaging channel requesting additional data to complete the user data set, wherein the second request is in a digital data format.
9. The computer program product of claim 8 wherein the information handling system performs additional actions comprising:
receiving a second portion of the user data set from the user over the messaging channel in response to sending the second request;
determining that the first portion of the user data set and the second portion of the user data set fails to complete the user data set; and
sending a third request to the user over the messaging channel to provide a third portion of the user data set.
10. The computer program product of claim 9 wherein both the voice channel and the messaging channel are concurrently active, and wherein the information handling system performs additional actions comprising:
sending a fourth request to the user over the voice channel to provide the third portion of the user data set, wherein the fourth request is in the audio format and is sent concurrently with the third request.
11. The computer program product of claim 8 wherein the information handling system performs additional actions comprising:
capturing a first speech pattern on the voice channel until a first pause is detected;
storing the first speech pattern as a first one of the one or more utterances;
determining that the first utterance includes the first portion of data that fails to complete the user data set;
waiting to receive a second speech pattern for a predetermined amount of time in response to the determining that the first utterance includes the first portion of data that fails to complete the user data set; and
establishing the messaging channel in response to determining that the second speech pattern was not received within the predetermined amount of time.
12. The computer program product of claim 8 wherein the information handling system performs additional actions comprising:
sending a second request to the user over the voice channel in response to the user providing the additional data to complete the user data set, wherein the second request is in the audio format and requests a different user data set from the user; and
receiving the different user data set from the user over the messaging channel.
13. The computer program product of claim 8 wherein the information handling system performs additional actions comprising:
in response to determining that the one or more utterances correspond to the first portion of the user data, informing the user over the voice channel of the message being sent over the messaging channel.