Patent Grant
8923838
The present invention relates to cellular phones, and more particularly to activating cellular phone accounts.
Cellular telephone use in the United States has dramatically increased over the past few years. In recent years, the size of the cellular telephone units have shrunk considerably, and portable and handheld units have become commonplace. Mass retailers have replaced specialty dealers and former distribution and installation systems. The mass retailer concentrates on selling the consumer a cellular telephone and prefers to spend less time installing or “activating” the purchased cellular telephones, as their time can be spent elsewhere at a greater profit.
Currently, activation is a long process starting with a sale of the cellular telephone by the retailer. The buyer then fills out an application for service on a form supplied by a predetermined carrier. The application requests identifying subscriber (buyer) information, plus some information about the particular cellular telephone for the carrier's information. Once the application is completed, the retailer then communicates the application information to the carrier where it is reviewed for credit worthiness, etc. If approved, the cellular telephone information is entered into the carrier's wireless system.
To date, the activation process is manually done by the retailer's technician or even sales clerk, or humans via a call center or the like. Unfortunately, the use of retailer employees and humans for such activation process is cumbersome and expensive.
There is thus a need for a system that utilizes an automated process for activation of cellular phone accounts. While such automated processes have been developed for accessing various services (i.e. stock quotes, weather information, sports information, etc.), there has been no automation of the cellular phone account activation process.
A system, method and computer program product are provided for activating a cellular phone account utilizing automated speech recognition. In use, information about a user is received over a network utilizing automated speech recognition. Thereafter, a cellular phone account is activated based on the information received utilizing the automated speech recognition.
In one embodiment, a state of interaction with the user may be stored during the receipt of the information. Thus, the receipt of information may be capable of being interrupted, and subsequently continued based on the state of interaction.
As an option, the information may be collected via a human instead of utilizing the automated speech recognition, upon predetermined criteria being met. For example, such predetermined criteria may be met upon a difficulty arising with the receipt of the information utilizing the automated speech recognition.
Furthermore, in another embodiment, the information may include an electronic serial number (ESN) or an International Mobile Equipment Identity (IMEI), the name of the user, the date of birth of the user, a zip code (which may be utilized for identifying coverage information associated with the cellular phone account, and/or for billing associated with the cellular phone account), an address of the user (which may or may not correspond to the zip code previously given; furthermore, some parts of the address may be optional), and/or various aspects of the cellular phone account to be activated [i.e. subscriber identify module (SIM) card number, etc.]. Optionally, the name may include a natural pronunciation of the name and a spelling of the name for increasing the accuracy of the automated speech recognition of the name, or the transcription of the name by a human.
In yet additional embodiments, marketing information may be audibly transmitted to the user over the network, as well as instructional information. As an option, such instructional information may be audibly transmitted to the user over the network for facilitating the programming of the cellular phone by the user. Further, the instructional information may be tailored based on the cellular phone of the user.
Optionally, a first sub-set of the information may be required for the activation of the cellular phone account and a second sub-set of the information may not be necessarily required for activation. Thus, the cellular phone account may be activated despite a failure in the receipt of the second sub-set of the information.
In still another embodiment, utterances made by the user may be stored during the receipt of the information. Thus, a human may manually transcribe the dialog later. This technique may be used to capture information that is difficult to recognize using automated speech recognition.
Optionally, the types of cellular phone accounts that can be activated may include a pre-paid account and/or any other type of cellular phone account. Further, the receipt of the information may be prompted in various ways. For example, if the user calls a customer service line and their caller identification number is not recognized, they may be immediately offered the opportunity to activate a phone by giving some command, without first logging in. Further, if a user whose phone is already activated calls a customer service line, after the user logs in at the main menu, they are offered the opportunity to activate a phone by giving some command. Still yet, the user may call a predetermined “activation” phone number.
During use, audible confirmations may be conditionally transmitted to the user over the network, based on a confidence score associated with the information received from the user. Still yet, if there is a delay caused by a backend subsystem, the delay may be masked by requesting additional information from the user.
FIGS. 4A-4C-6 illustrate an exemplary method for activating a cellular phone account as well as providing various ancillary features, in accordance with one embodiment.
As shown, the network 107 interconnects a plurality of telephones 108. It should be noted that, in the context of the present description, such telephones 108 may take the form of stationary, mobile, analog and/or digital communication devices capable of communicating voice communications. Moreover, such telephones 108 may be dispersed both locally and at a global scale.
With continuing reference to
More exemplary information will now be set forth regarding various hardware and software functionality options associated with the foregoing architecture.
The workstation shown in
The workstation may have resident thereon an operating system such as the Microsoft Windows Operating System (OS), the IBM OS/2 operating system, the MAC OS, or UNIX operating system. It will be appreciated that a preferred embodiment may also be implemented on platforms and operating systems other than those mentioned. One embodiment may be written using JAVA, C, and/or C++ language, or other programming languages, along with an object oriented programming methodology. Object oriented programming (OOP) has become increasingly used to develop complex applications.
Of course, the various embodiments set forth herein may be implemented utilizing hardware, software, or any desired combination thereof. For that matter, any type of logic may be utilized which is capable of implementing the various functionality set forth herein.
As set forth in operation 302, information about a user is received over a network (see, for example, the network 107 in
In the context of the present description, the aforementioned information may include an electronic serial number (ESN or IMEI), the name of the user, the date of birth of the user, a ZIP code, an address, various aspects of the cellular phone account to be activated, and/or any other information which is required or facilitates activation of a cellular phone account. Of course, any information may be received (i.e. e-mail address, rate plan, language preference, subscriber identify module (SIM) card number, etc.)
An electronic serial number (ESN or IMEI) is the unique identification number embedded or inscribed on the microchip in a cellular phone by a manufacturer. Often, the ESN can be obtained from the cellular phone itself or an associated box. Each time a call is placed, the ESN is automatically transmitted to the base station so a wireless carrier mobile switching office can check call validity. The ESN differs from a mobile identification number (MIN), which is a wireless carrier identifier for a phone in a network.
Optionally, the name may include a natural pronunciation of the name (i.e. “John”) and a spelling of the name (“J-“o”-“h”-“n”) for increasing the accuracy of the automated speech recognition of the name. This may be accomplished by comparing the spoken name with a grammar generated from the spelling of the name (using speech recognition). For example, if the user spells his name as “T-O-M”, the grammar generated may include “Tom” and “Dom”. The user's spoken utterance “Tom” would be checked against that grammar, and the correct result of “Tom” could be obtained. The order in which the system prompts the user to say their name and spell may be independent of this process. The recognition process may begin after both name and spelling are collected, or may begin after at least the spelling is collected.
Further, the zip code may be utilized for identifying coverage information associated with the cellular phone account, and/or for billing associated with the cellular phone account.
Still yet, with respect to the various aspects of the cellular phone account, such aspects may range from available features (i.e. call waiting, caller i.d., etc.) to more fundamental aspects, such as pricing, etc.
Again, all of the foregoing information may be collected using speech recognition, thus automating the activation process. To facilitate such automated process, audible confirmations may be conditionally transmitted to the user over the network, based on a confidence score associated with the information received from the user. In the context of the present invention, such confidence score may include any indicator as to the perceived accuracy of the automated speech recognition. Using one exemplary technique, the aforementioned utterance may be recorded and recognized for comparison to a certain grammar that is active. The closer the recognized utterance matches a phrase in the grammar, the higher the confidence score. The higher the confidence score, the less need there is for an explicit audible confirmation. The confirmations used may range from an explicit yes or no confirmation (such as “210 Main Street. Is that right?”), to an implicit confirmation (such as “210 Main Street. If that's not right, say ‘go back’.”), to a non-confirmation (where the system doesn't echo back the recognized utterance at all).
In order to accommodate intentional or unintentional pauses or breaks in the information collection process (i.e. accidental hang-up, speech recognition application failure or slowdown, etc.), a state of interaction with the user may be stored during the receipt of the information. Such state may include the identity of the user as well as stored information already collected via the speech recognition process. Thus, the receipt of information may be capable of being interrupted, and subsequently continued based on the state of interaction. This may be accomplished by the user simply calling the application again, and providing their identity.
As an option, the information may be collected via a human instead of and/or in addition to utilizing the automated speech recognition. For example, the automated speech recognition process may be ceased and the human connected to the user, upon predetermined criteria is met. For example, such predetermined criteria may be met upon a difficulty arising with the receipt of the information utilizing the automated speech recognition. Of course, such difficulty may arise from either problems with the speech recognition application or the user.
Humans may further be used to enhance the user experience, even if they are not available in real (or near real)-time. For example, user's utterance may be stored during the receipt of the information in operation 302. Thus, a human (or multiple humans) may manually transcribe the dialog after the user's call is done. As will soon be set forth, some information collected from the user is mandatory for account activation, while other information is optional. Thus, the present feature may be employed for optional information, so that activation may proceed without delay.
As yet another option for dealing with any sort of delay, additional information may be requested from the user or provided to the user, upon a delay occurring by a backend subsystem carrying out the automated speech recognition. To this end, the user is occupied while the delay is corrected by the automated speech recognition application. Of course, if the delay is significant, the various other foregoing techniques may be employed.
Upon receipt of the necessary information, a cellular phone account is activated based on the information received utilizing the automated speech recognition. See operation 304. In the context of the present description, the cellular phone account may include a new cellular phone, a pre-paid cellular phone account, a rate plan, and/or any other type of account associated with a cellular phone.
As an option, marketing information, as well as instructional information, may be audibly transmitted to the user over the network, during the activation method 300 of
As mentioned previously, some information collected from the user is mandatory for account activation, while other information is unnecessary. Thus, a first sub-set of the information (i.e. name, ZIP code, etc.) may be required for the activation of the cellular phone account and a second sub-set of the information (i.e. service preferences, etc.) is not required for the activation of the cellular phone account. Thus, the cellular phone account may be activated despite a failure in the receipt of the second sub-set of the information. Moreover, as an option, the human may be relied upon, if necessary, for only the first sub-set of the information, since the second sub-set of the information may be less important.
More information will now be set forth regarding an exemplary method for activating a cellular phone account as well as providing various ancillary features. It should be noted that the following example is set forth for illustrative purposes only and should not be considered limiting in any manner.
FIGS. 4A-4C-6 illustrate an exemplary method 400 for activating a cellular phone account as well as providing various ancillary features, in accordance with one embodiment. As an option, the present method 400 may be implemented in the context of the architecture of
With reference initially to
It is then determined in decision 404 as to whether the user's cellular phone account is active (already activated or ready for cellular phone account activation by the user). This decision is based on the information collected by the log-in module 402. If it is not, the call may be transferred to another party (see operation 406), or be otherwise handled based on whether there is a zero balance, grace period, and/or disconnection.
If, however, it is determined in decision 404 that the cellular phone account is active, audible marketing information is conditionally sent to the user over the network in operation 410, based on decision 408. Thereafter, in operation 412, a menu is vocalized to the user. Table 1 illustrates exemplary menu dialog.
The menu information describes an account balance option, a change rate plan option, a purchase minutes option, an activate phone option, and a customer service option. Upon selection of one of the options, the user is provided an opportunity to “go back” to the menu by verbally stating the same.
Upon selection of the account balance option, it is determined whether the balance is available in decision 418. If not, a failure message is communicated to the user and the menu information is again communicated in operation 412. If the balance is available, audible account balance information is communicated over the network, and repeated as necessary. Note operation 420. The audible menu information is then repeated in accordance with operation 412.
Upon selection of the change rate plan option, the login module is executed to obtain a pass code, in operation 424. One exemplary method of logging in a user will be set forth in greater detail during reference to
Upon selection of the purchase minutes option, the login module is executed to obtain a pass code, in operation 430. Again, one exemplary method of logging in a user will be set forth in greater detail during reference to
Upon selection of the customer service option, audible customer service information is communicated over the network, as indicated in operation 442. Finally, upon selection of the activate phone option, information about the user is received over the network utilizing automated speech recognition. Further, a cellular phone account is activated based on the information received utilizing the automated speech recognition. Such features are carried out in operation 432. One exemplary method for implementing the voice activation option will be set forth in greater detail during reference to FIGS. 4C-1-4C-6.
With reference now to
In operation 452, it is determined whether the automatic number identifier (ANI) is valid. An ANI is a service that provides the receiver of a telephone call with the number of the calling phone. The method of providing this information is determined by the service provider. The service is often provided by sending the digital tone multi frequency (DTMF) tones along with the call.
If the ANI is not valid, it is determined whether the caller already has a cellular phone account in decision 454. It should be noted that the instructions may also be provided in another language per operation 456. If the cellular phone account is not already in place, it is then determined in operation 458 whether the user wishes to purchase a phone (see operation 460) or activate a phone (see operation 462). Exemplary dialog for accomplishing this is set forth in Table 2.
During operation 458, the 10 digit mobile number is requested, and confirmed in operation 464, if spoken by the user as opposed to being typed into the phone. It is then determined whether additional security is necessary in decision 466. In short, no additional security is required if the present instance is an initial login, or if the application has the pass code. However, if the change rate plan option or buy more minutes option is requested, additional security is required.
If additional security is required, a personal identification number (PIN) is requested in operation 468. During operation 470, the PIN is confirmed if spoken by the user as opposed to being typed into the phone. If the information does not match the appropriate records, the process is repeated at operation 452, unless the process fails a predetermined number of instances per decision 474, in which case the call is transferred in operation 476.
If, on the other hand, the information does match the appropriate records, the process continues by determining a language preference in operation 478, and continuing operation in the appropriate point in
With reference now to
Turning attention to
The user may speak the phone number or use the telephone keypad to enter the phone number. If the phone number is spoken, a confirmation of the phone number is vocalized to the user in operation 4120, after which the user may agree with the confirmed number and continue with the activation process in operation 4122 or disagree and be taken back to operation 4118. If the phone number is entered using a keypad, the user automatically continues with the activation process in operation 4122 as described further in
If, however, it is determined in decision 4102 that it is not necessary to determine if a phone number is already assigned or if the user states that he does not already have an existing phone number, it is then determined whether the cellular phone serial number (ESN or IMEI), is required to continue with the activation process in operation 4106.
If a serial number is not required, the user automatically continues with the activation process in operation 4116 as described in
After the serial number is spoken or entered, it is read back to the user in operation 4114 after which the user is required to agree or disagree with the confirmation. The user then proceeds with the activation process 4116 as described further in
On the other hand, if it is determined that the status of the activation process must first be retrieved in operation 4202, it is determined whether it is necessary to check the activation status of the cellular phone in operation 4204. In this case, there are eight different situations that may arise.
First, it may be determined that the serial number entered by the user is invalid, in which case the user may be taken back to operation 4108 in
Second, it may be determined that the activation has been started already (on a previous call, for example), but has not yet been completed, in which case the point at which the activation process was suspended is determined in operation 4222 and the user is sent to proceed accordingly in operation 4224.
Third, the mobile identification number (MIN) may be invalid, and if the number of allowable attempts to enter a valid MIN is exceeded per decision 4226, the user is directed (in operation 4230) back to operation 4106 in
Fourth, the activation may be pending. For example, if the user has attempted to use the activation procedure less than thirty minutes after a previous activation attempt was been made by him in operation 4232, the second attempt will be terminated in operation 4234, by telling the user to call back in thirty minutes. If more than thirty minutes have passed since the last activation attempt, the user is transferred to an activation specialist from the cellular service provider in operation 4236.
Fifth, if a database error occurs during the activation process, the user will be transferred to an activation specialist from the cellular service provider in operation 4236.
Sixth, the activation status may show that the cellular phone has already been activated, either by this system or by a third party (such as the dealer that sold the phone). In that case, based on the decision in operation 4240, either the user will be logged in to the main customer service line (in operation 4242), the call will be transferred to a human (in operation 4236), or the call will be terminated (in operation 4244).
Seventh, the activation status may show that the process of activating the cellular phone was already started, either by this system or by a third party (such as the dealer that sold the phone), and all that remains to be done is the collection of information that cannot be done by the automated system. In that case, the call will be transferred to a human (in operation 4238).
Eighth, it may be determined that the activation process has not been started, in which case the activation process continues. It is next determined whether the SIM card number must be obtained for activation in operation 4206. The SIM card number is a 15 to 20 digit number located on the back of a small punch-out card included with the phone. If the SIM card number is necessary for activation, the user is asked for that number in operation 4208. A confirmation of the number is given in operation 4210 and the user may accept the confirmation and continue with the activation or reject the confirmation and be taken back to operation 4208.
If the user does need to choose a rate plan, the user is asked which cellular phone rate plan is desired in operation 4312. The user's choice is then echoed back to the user in operation 4314 after which it is determined whether there is a promotion for the chosen plan in operation 4316. If there is a promotion, the promotion is vocalized to the user in operation 4318. Then more information about the plan is given, and the user is asked to confirm the chosen plan in operation 4320.
This concludes the collection of the information that is necessary to start the activation process. Next, the activation of the cellular phone is started in operation 4310.
If it is determined in operation 4308 that the user does not need a rate plan, then the user goes on to start activation in operation 4310.
The start activation operation has five avenues. First, it may be determined that the activation is not completed, in which case the user is taken to
Second, it may be determined that the user has given invalid data. If the user has exceeded a predetermined threshold for the allowable number of attempts to enter valid data in operation 4324, it is next determined whether the user should be transferred in operation 4328 to an activation specialist from the cellular service provider in operation 4332 or whether the call should be terminated in operation 4330. If the user has not exceeded the allowable number of attempts to enter valid data, the user is returned to
Third, it may be determined that there is some error, such as there being no coverage available for the particular data given. In this case, the user is transferred to an activation specialist from the cellular service provider in operation 4332. Fourth, the activation status may show that the cellular phone has already been activated, either by this system or by a third party (such as the dealer that sold the phone). In that case, based on the decision in operation 4336, either the user will be logged into the main customer service line (in operation 4340), the call will be transferred to a human (in operation 4332), or the call will be terminated (in operation 4338).
Fifth, the activation status may show that the process of activating the cellular phone has already started, either by this system or by a third party (such as the dealer that sold the phone), and all that remains to be done is the collection of information that cannot be done by the automated system. In that case, the call will be transferred to a human (in operation 4334).
If the user indicates that the recorded name and spelling are incorrect, the user is taken back to operation 4406 where the user is again asked for his name. If the user confirms the recorded name or if it is determined in operation 4404 that a name is not required, the system attempts to store the name and spelling in the database. Then, it is determined whether the personal information has been successfully recorded in operation 4416. If the recording has been a failure, the user is transferred to an activation specialist from the cellular service provider in operation 4418, otherwise in operation 4420 it is determined whether the user should be asked to give their address.
If the user should be asked to give their address, the address module in operation 4422 asks the user for their address, and determines whether the address was successfully captured. If not, it is again determined whether the address is necessary in operation 4424 and the process proceeds accordingly by either asking the user for the billing address again in operation 4422 or by skipping that operation and proceeding to store the information in the database. Operation 4426 is a determination of whether the recording of the personal information has been a success or a failure.
The process also proceeds in operation 4426 if it is concluded in operation 4420 that an address is not necessary to proceed. If the recording of personal information is deemed a failure in operation 4426, the user is transferred to an activation specialist from the cellular service provider in operation 4428, otherwise in operation 4430, it is next determined whether the system should ask for the user's date of birth. Similar to various previous operations, the present operations attempt to store the information in the database, and then check if the storage was successful.
If the user does not need to be asked for their date of birth, the system again attempts to store that information in the database, and then checks whether the recorded personal information up to that point has been a success or a failure in operation 4444. If it has been successful, the process continues to
If the user should be asked for their date of birth, the process continues in operation 4432 where the user is asked if he will give his date of birth and if so what that date of birth is. If there is an error, such as an invalid birth date being entered, and the number of errors has exceeded a predetermined threshold per operation 4434, it is again determined whether the date of birth is optional in operation 4438. If it is not optional, the user is again asked for his date of birth in operation 4432, otherwise the process proceeds in operation 4444 as described above.
If the threshold for the number of attempts to enter a valid birth date is not exceeded in operation 4434 or if the date of birth is not optional in operation 4438, the user is again asked for his date of birth in operation 4432. If a valid birth date is entered, the recorded date of birth is confirmed with the user in operation 4436. If the user fails to confirm, he is taken back to operation 4434 as described above, otherwise it is next determined whether he is of legal age as is predetermined in operation 4440. If the user is not of legal age, the activation process is terminated in operation 4442, otherwise the process continues in operation 4444 as described above.
Now proceeding to
If the personal information has failed to be recorded, the user is transferred to an activation specialist from the cellular service provider in operation 4522. Otherwise, it is next determined whether an email address is also necessary to proceed in operation 4512. The user is asked to state his email address accordingly in operation 4514, confirmation of the recorded email is then required by the user if an email is given in operation 4518 or it is again determined whether the email is optional if an email is not given in operation 4516, and the personal information given thus far is recorded in operation 4520.
If the recording is a failure, the user is transferred to an activation specialist from the cellular service provider in operation 4522, otherwise it is next determined whether information on the language preferred by the user is required to proceed in operation 4524. If it is not necessary, the activation process proceeds to
If the check activation status results in either a completed or pending activation, a new telephone number is vocalized to the user in operation 4604. If the status is completed per decision 4606, the user is transferred to a live person in order to finalize the activation process in operation 4608. Otherwise, a pending activation will result in the user being told to call back at a later time in operation 4614.
Following is a description related to the flow of the method 500 shown in
The result may be that the sales person is able to get credit for the prepaid handset sales without spending his/her sales time going through the handset activation process on the in-store terminal.
When the customer calls to activate their handset, the present system may match the electronic serial number (ESN or IMEI) provided by the customer with an IMEI previously provided by the sales person. Such technique may then pass along the appropriate dealer/agent code to the backend billing system during the automated activation process for proper commission assignment.
The in-store sales representative application can be accessed via a voice application or via a web page. The application may take approximately five (5) minutes (more or less) to complete via either modality.
Optionally, basic reporting to detect fraud and provide store managers with sales information may be provided via a web-based reporting tool. In addition, an aggregate total sales volume via retail stores report may be provided via a web-based reporting tool. Thus, the present system may provide both a voice-enabled interactive voice response (IVR) version and a web version of this tool.
While various embodiments have been described above, it should be understood that they have been presented by way of example only, and not limitation. Thus, the breadth and scope of a preferred embodiment should not be limited by any of the above-described exemplary embodiments, but should be defined only in accordance with the following claims and their equivalents.
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