公开(公告)号：EP0697780A3

公开(公告)日：1998-11-11

申请号：EP95305595

申请日：1995-08-10

Applicant: IBM

Inventor： MARTIN DAVID G ,  PORTER LARRY L

IPC: G06F3/16 ,  H04M3/493 ,  H04M3/50

CPC classification number: H04M3/493

Abstract: The present invention relates to system for varying the voice menus and segments presented to the user of a voice response system according to the competence of the user. The response time of a user to voice prompts is measured and an average response time is determined. It is assumed that the lower the average response time, the greater the competence of the user. The average response time is used as an index to a table of ranges of response times. Each range has respective voice segments associated therewith. The voice segments comprise oral instructions or queries for the user and vary according to the anticipated competence of the user. If the average response time changes such that the voice segments indexed are different to the current voice segments then a data base containing information relating to user competence is updated to reflect such a change. Accordingly, when the user next interacts with the voice response system a new set of voice segments more appropriate to the user's competence with be played.

公开(公告)号：GB2334647A

公开(公告)日：1999-08-25

申请号：GB9804675

申请日：1998-02-24

Applicant: IBM

Inventor： MARTIN DAVID G

IPC: G06F9/455 ,  G06F11/00 ,  H04M1/65 ,  H04M3/24 ,  H04M3/50

Abstract: An interactive voice response application on a computer telephony system includes a method of playing voice prompts from a mixed set of pre-recorded voice prompts and voice prompts synthesised from a text-to-speech process. The method comprises: reserving memory for a synthesised prompt and a pre-recorded prompt associated with a particular prompt identifier; on a play prompt request selecting the pre-recorded prompt if available and outputting through a voice output; otherwise selecting the synthesised prompt and playing the selected voice prompt through the voice output. If neither pre-recorded or synthesised data are available then text associated with the voce prompt is output through a text-to-speech output.

公开(公告)号：DE69517884T2

公开(公告)日：2001-01-18

申请号：DE69517884

申请日：1995-08-10

Applicant: IBM

Inventor： MARTIN DAVID G ,  PORTER LARRY L

IPC: G06F3/16 ,  H04M3/493 ,  H04M3/50 ,  G10L13/04

公开(公告)号：GB2292500A

公开(公告)日：1996-02-21

申请号：GB9416823

申请日：1994-08-19

Applicant: IBM

Inventor： MARTIN DAVID G ,  PORTER LARRY L

IPC: G06F3/16 ,  H04M3/493 ,  H04M3/50 ,  H04M3/42

公开(公告)号：DE69517884D1

公开(公告)日：2000-08-17

申请号：DE69517884

申请日：1995-08-10

Applicant: IBM

Inventor： MARTIN DAVID G ,  PORTER LARRY L

IPC: G06F3/16 ,  H04M3/493 ,  H04M3/50 ,  G10L13/04

公开(公告)号：GB2342528A

公开(公告)日：2000-04-12

申请号：GB9821595

申请日：1998-10-05

Applicant: IBM

Inventor： COXHEAD PHILIP RANDALL ,  JONES NIGEL LEWIS ,  NAGCHOWDHURY SANJAY ,  MARTIN DAVID G

IPC: H04M3/22 ,  H04M3/493

Abstract: This invention relates to performance monitoring of an interactive voice response system and in particular to calculating metrics for the real time responsiveness of interactive voice response systems. A method and system of evaluating system performance on an interactive voice response system including a voice device driver is disclosed. The method comprises the steps of: requesting a sequence of voice blocks be sent to a system buffer, said sequence being one of a plurality of sequences making up a voice segment for playing on the IVR system; acquiring the number of voice blocks in the sequence sent to the system buffer; calculating the play time of the sequence; calculating the next underrun time when the sequence would finished playing if it started playing from the time prior to requesting the device driver to initiate play; requesting the device driver to initiate play of the sequence; and calculating the margin between the next underrun time and the current time after a further sequence of voice data blocks is sent to the buffer in response to a device driver request for said further sequence of voice data blocks.