JPH07111535A - Telephone intermediary device - Google Patents

Abstract

(57) [Summary] [Purpose] There is no need to re-call the phone, and the recognition result is checked one by one until the correct called party is confirmed. I will provide a. [Configuration] In a telephone intermediary device that recognizes a voice of a caller who announces the name of the called party and makes a call to the called party, the time required for identifying the called party name exceeds a predetermined threshold value. In this case, if the number of utterances of the calling party required to identify the called party name exceeds a predetermined threshold value, if the accuracy of the voice recognition result of the called party name is smaller than a predetermined threshold value,
In the case of any one or a plurality of cases, a telephone intermediary device comprising a device for commonly storing a message as a message with unknown destination.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a telephone transfer device, and more particularly to a telephone transfer device having a common recording area for transferring calls to a plurality of connection destinations represented by representative numbers.

[0002]

2. Description of the Related Art Telephone transfer has conventionally been a task performed by humans, but based on the recent advances in voice recognition devices, the voice recognition device recognizes the voice of the caller and makes a connection. Telephone intermediary devices for making calls have been developed.

[0003]

However, in the telephone transfer device as described above, since the voice recognition device is still incomplete, the caller cannot correctly recognize the voice of the called party. There is. In this case, conventionally, the recognition result has been confirmed one by one until the correct called party is confirmed, or the call is made again.

However, if the number of callees to be connected increases, the correctness of the recognition result is repeatedly confirmed when the callee is not correctly recognized, which is a operability for the user of the telephone relay device. It is hard to say that it is a good one. Here, even if the user makes a call again just because it is not correctly recognized, there is no guarantee that it will be correctly recognized next time, except when it is not correctly recognized because of the line noise of the telephone.

The present invention provides a telephone intermediary device having good operability without having to call again.

[0006]

[Means for Solving the Problem] In a telephone transfer device which recognizes a voice of a calling party who gives a name of a called party and transfers a call to the called party, a device 9 for commonly storing a message having an unknown destination.
A telephone intermediary device having the above was constructed. Then, in the telephone intermediary device that recognizes the voice of the calling party who announces the called party's name and relays the call to the called party, the apparatus 2, 3 for identifying the called party's name by interacting with the calling party by voice. Equipped with,
Device 6 for counting the time required to identify the name of the called party
And a device 5 for counting the number of utterances of the calling party required for identifying the called party name, and a device 4 for storing the accuracy of the voice recognition result of the called party name. A device 7 for recording a message of a caller, a device 8 for storing a message for each called party, and a device 9 for commonly storing a message of unknown destination.
When the time required for identifying the called party name exceeds a predetermined threshold value, the number of utterances of the calling party required for identifying the called party name exceeds a predetermined threshold value. If it exceeds,
A telephone intermediary device was constructed to record as a message with unknown destination when the accuracy of the voice recognition result of the called name is smaller than a predetermined threshold value, or when any one or more of them occur simultaneously.

[0007]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS An embodiment of the present invention will be described with reference to FIG. 1 as an example of a case of interacting with a telephone transfer device via a telephone line. Reference numeral 1 is a line control device, which detects the arrival of a signal transmitted from the caller's telephone, detects the on-hook of the caller's telephone, connects the caller's telephone and each voice input / output device, and the called party When the off-hook of the called party is detected by calling, the calling party and the called party are connected, and the on-hook of the called party's telephone is detected.

Reference numeral 2 is a guidance reproducing device, which outputs a guidance requesting the caller to input the name of the called party and confirming whether the recognition result of the called party name is correct. Reference numeral 3 is a voice recognition device, which recognizes a called party name and a confirmation word input from the caller in response to the guidance of the telephone transfer device. Identification of the called party by the voice interaction between the calling party and the telephone transfer apparatus is performed by using these two apparatuses, that is, the guidance reproducing apparatus 2 and the voice recognition apparatus 3.

A recognition accuracy storage device 4 stores the recognition accuracy of the result recognized by the voice recognition device 3. Reference numeral 5 is an utterance count counting device, which counts the number of utterances made by the caller for identifying the name of the called party, and notifies when the utterance count exceeds a predetermined value. is there.

Reference numeral 6 is a recognition time-out detecting device, which measures the time required for identifying the called party's name, and notifies when the time exceeds a predetermined value. is there. 7 is a message recording device for recording the message of the calling party, 8 is a message storage device for each called party which stores the message of the calling party for each called party, and 9 is a message for unknown destination in common It is a message storage device with an unknown destination to be stored.

Reference numeral 10 denotes a main control unit which controls the units 1 to 9 to carry out a voice call processing for mediating a call to a calling party, recording a message, and other controls. Now, the operation of the telephone intermediary device of the present invention will be described with reference to the processing flow of FIG. Procedure 1) When a telephone call arrives at the telephone intermediary device, the main control device 10 has a counter for counting the number of utterances of the utterance count device 5 and a counter for measuring the time required for identifying the called party name of the recognition timeout detection device 6. After clearing to zero, the line control device 1 is instructed to connect the caller's telephone and each voice input / output device. Then, the guidance reproducing device 2 is instructed to issue the guidance for calling the telephone intermediary device, for example, “This is the telephone intermediary device”. Go to step 2.

Procedure 2) The guidance reproducing device 2 outputs a guidance requesting the input of the called party name, for example, "Please give the name of the person who connects", and after the output, the voice recognition device 3 is activated. The name of the called party input from the calling party is recognized. Proceed to step 3. Step 3) Step 4 if there is no voice input from the caller
If there is a voice input, step 5 is performed.

Step 4) It is checked whether or not the recognition time-out detecting device 6 has notified the time-out, and if the time-out has been notified, the procedure 22 is carried out. If not, the procedure returns to the procedure 2. Procedure 5) The number of utterances of the utterance count counting device 5 is counted up. Proceed to step 6.

Step 6) If there is no recognition result of the called party's name, step 7 is carried out, and if there is a recognition result, the procedure goes to step 8. Procedure 7) It is checked whether or not the utterance count counting device 5 has notified that the utterance count has been exceeded. If it has been notified, the procedure 22 is carried out. If not, the procedure returns to step 2.

Procedure 8) Write the recognition result of the called party name in the recognition accuracy storage device 4. Furthermore, the recognition candidates are ranked in the order of accuracy. Proceed to step 9. Step 9) The utterance count counting device 5 has notified that the utterance count has been exceeded, or the recognition timeout detection device 6
From which the timeout is notified, or the accuracy of the called party name of the first-ranked candidate written in the recognition accuracy storage device 4 is a predetermined threshold value (threshold value that is determined to be unrecognizable)
If any of the following is true, then step 2
If not, the number of candidates for the called party name recorded in the recognition accuracy storage device 4 is set to N, x is set to 1, and the process proceeds to step 10.

Procedure 10) From the guidance reproducing device 2, x
Guidance for recognizing the correctness of the name of the candidate of the rank candidate, for example, "Is it ooo?" Is output, and after output, the voice recognition device 3 is activated to recognize the confirmation word input from the caller. . Proceed to step 11. Step 11) If there is no voice input from the caller, step 12 is performed, and if there is voice input, step 13 is performed.

Procedure 12) It is checked whether or not the timeout has been notified from the recognition timeout detector 6, and if it is notified, the procedure 22 is carried out. If not, the procedure returns to the procedure 10. Procedure 13) The number of utterances of the utterance count counting device 5 is counted up. Proceed to step 14.

Step 14) If there is no recognition result of the confirmation word, step 15 is carried out. If there is a recognition result, step 1 is carried out.
Go to 6. Step 15) It is checked whether or not the utterance count counting device 5 has notified that the utterance count has been exceeded. If it has been notified, step 22 is performed, and if not, the procedure returns to step 10.

Step 16) Write the recognition result of the confirmation word in the recognition accuracy storage device 4 (write it so that it can be distinguished from the recognition result of the called party). Furthermore, the recognition candidates of the confirmation word are ranked in order of the degree of accuracy. Proceed to step 17. Procedure 17) The utterance count counting device 5 has notified that the number of utterances has exceeded, or the recognition timeout detection device 6 has reported a timeout, or the first candidate of the confirmation word written in the recognition accuracy storage device 4 If any one of the accuracy is equal to or lower than a predetermined threshold value (threshold value that is determined to be unrecognizable), the procedure 22 is performed.
Otherwise, go to step 18.

Step 18) If the accuracy of the recognition result of the confirmation word is higher than a predetermined threshold value (here, the threshold value for judging that the recognized confirmation word result is correct), proceed to step 19, otherwise proceed to the procedure. Return to 10. Step 19) If the confirmation word is an affirmative expression, proceed to step 20, and if it is a negative expression, proceed to step 21.

Step 20) Guidance that informs that the name of the called party will be connected, for example, "Please wait.
The guidance reproducing device 2 is instructed to instruct the line control device 1 to call the called party.
When the called party goes off-hook, the calling party and the called party are connected to the line control device 1. If the called party does not answer the call within the predetermined time even if the called party calls, a guidance saying that the called party is absent, such as "Sorry, XX seems to be absent. If the message is Since it will be recorded when it gets around, please record the matter etc. within a safe range. The maximum recording time is 1 minute. Please after the beeping signal, please. Please output "Pi" from the guidance playback device 2. Then, the message recording device 7 is instructed to record the message in the message storage device 8 for each called party. When the message recording device 7 detects the end of the message or a predetermined recording time elapses, for example, "Thank you.
I will tell you. I will excuse you. ", And the line control device 1 is instructed to disconnect from the caller. This completes the process up to the connection and when you are away.

Step 21) If x ≧ N, return to Step 2. Otherwise, add 1 to x and return to step 10. Step 22) Guidance that tells you to leave it as an unaddressed message, such as "Sorry, I can not correctly recognize who to connect to. If you do not mind, I will consider it as an unaddressed message, and a person in charge will later write a message. I will tell you by listening, so please record your name, requirement, etc. within a safe range. The maximum recording time is 1 minute. Please wait after the beeping sound. Please. Piy guidance playback It is output from the device 2 and the message recording device 7 is instructed to record the message in the message storage device 9 of the unknown address message. When the message recording device 7 detects the end point of the message or when the predetermined recording time has elapsed, for example, the guidance reproducing device 2 outputs the guidance "Thank you. I'm sorry. I'm sorry." , Instruct the line control device 1 to disconnect from the caller. This completes the process up to recording a message with an unknown address.

In the above description, when the time required to identify the called party exceeds a predetermined threshold value, or the number of utterances of the calling party required to identify the called party's name. Is greater than a predetermined threshold value, or the accuracy of the voice recognition result of the called name is smaller than a predetermined threshold value, the caller's message shall be recorded as a message with unknown destination. However, if a plurality of these conditions are satisfied at the same time, the message may be recorded as an unknown address.

[0024]

As described above, the telephone intermediary device according to the present invention records a message in which the name of the called party cannot be recognized and records it as a message whose destination is unknown so that the caller can It is possible to convey a message to the called party.
Therefore, the operability is good for the user who does not need to call again and does not have to bother to confirm the recognition results one by one until the correct called party is confirmed. It is particularly suitable as a telephone transfer device for transferring calls to a plurality of connection destinations represented by a representative number.

[Brief description of drawings]

FIG. 1 is a diagram illustrating a telephone intermediary device of the present invention.

FIG. 2 is an operational flowchart of the telephone intermediary device of the present invention.

[Explanation of symbols]

 1 Line Control Device 2 Guidance Playback Device 3 Speech Recognition Device 4 Recognition Accuracy Storage Device 5 Utterance Counting Device 6 Recognition Timeout Detection Device 7 Message Recording Device 8 Message Storage Device for Each Callee 9 Common Message Storage Device for Unknown Addressee 10 Main controller

Claims (2)

[Claims] 1. A telephone intermediary device for recognizing a voice of a caller who gives out a name of a called party to transfer a call to the called party, comprising a device for commonly storing a message whose destination is unknown. Telephone intermediary device. 2. A telephone intermediary device for recognizing a voice of a calling party who announces the name of the called party to transfer a call to the called party, wherein the called party is identified by interacting with the calling party by voice. And a device for counting the time required to identify the called party name, and a device for counting the number of utterances of the calling party required for identifying the called party name, Equipped with a device for storing the accuracy of the voice recognition result of the caller name, equipped with a device for recording the message of the calling party, equipped with a device for storing the message for each called party, and commonly used for messages of unknown destination. If the time required to identify the called party exceeds a predetermined threshold, the number of utterances of the calling party required to identify the called party is determined in advance. If the specified threshold is exceeded, the accuracy of the voice recognition result of the called name is smaller than the predetermined threshold. If any one or several occur simultaneously, it is recorded as message Unaddressed, telephone brokerage and wherein the.