Voice Controlled Business Scheduling System and Method

Abstract

A fully automated, voice controlled business appointment/reservation system is provided. The system has a natural language voice user interface that emulates a live office administrator for appointment/reservation bookkeeping. It includes an efficient availability searching mechanism which enables a telephone user to quickly search and reserve available time slot based on his preference. Other described novel features and implementation improvements include method and system for voice controlled appointment/reservation cancellation, method and system for voice controlled appointment/reservation waiting list, method and system for new user service sign-up and account creation, method and system enabling sequential selective dialing of a telephone user list by voice command, and method and system for scheduling data administration by voice commands.

1 . A method of automating cancellation of business schedule using a natural language voice user interface through which a user accesses a scheduling database via the Internet to cancel an appointment or reservation made for said user, comprising: 
 (a) through said natural language voice user interface obtaining an identity from said user;    (b) validating said identity for authorizing access by said user to said scheduling database,    (c) searching said scheduling database for an appointment or reservation associated with said identity,    (d) through said natural language voice user interface presenting to said user said appointment or reservation for confirmation by said user on cancellation thereof,    (e) canceling in said scheduling database said appointment or reservation associated with said identity upon said confirmation.    
   
   
       2 . The method of  claim 1  wherein said natural language voice user interface is implemented with VoiceXML.  
   
   
       3 . A system for business schedule administration using a natural language voice user interface through which an administrator accesses a scheduling database via the Internet to check schedule, to unblock and block schedule, to cancel schedule, and to fax a schedule listing, comprising: 
 (a) first means, using said natural language voice user interface, for obtaining an identity from said administrator and for validating said identity for authorizing access by said administrator to said scheduling database,    (b) second means, using said natural language voice user interface, for presenting to said administrator a plurality of administration tasks for selection thereof, said plurality of administration tasks including checking schedule, schedule blocking, schedule unblocking, schedule cancellation, and sending fax of scheduling list,    (c) third means, using said natural language voice user interface, for obtaining said administrator's input specifying a time range in which a selected one of said plurality of administration tasks selected by said second means will be performed,    (d) fourth means, using said natural language voice user interface, for presenting to said administrator scheduling status information for said specified time range,    (e) fifth means, using said natural language voice user interface, for accessing said scheduling database and for unblocking all time slots within said specified time range,    (f) sixth means, using said natural language voice user interface, for accessing said scheduling database to cancel all appointments or reservations found within said specified time range,    (g) seventh means, using said natural language voice user interface, for accessing said scheduling database to block all time slots within said specified time range,    (h) eighth means, using said natural language voice user interface, for accessing said scheduling database to compile and send a fax of scheduling information of said specified time range, said fax being sent to either a predetermined fax number or a fax number provided by said administrator via said natural language voice user interface.    
   
   
       4 . The system of  claim 3 , further comprising a means for sending notices, via system initiated automated communications, to users whose schedules are changed by said administrator.  
   
   
       5 . The system of  claim 3  wherein said natural language voice user interface is implemented with VoiceXML.  
   
   
       6 . The system of  claim 3  wherein said natural language voice user interface is coupled with a touch tone based user interface capable of collecting said administrator's input through a telephone keypad.  
   
   
       7 . A method of automating business scheduling using a natural language voice user interface through which a user accesses a scheduling database via the Internet to search availability and reserve a time slot based on preferences of said user, said method comprising: 
 (a) through said natural language voice user interface providing to said user at least one available search range for said user selection thereof;    (b) through said natural language voice user interface providing to said user a plurality of search options for said user selection thereof, said plurality of search options including search on preferred date, preferred time of day, and earliest available time slots;    (c) through said natural language voice user interface obtaining said user's preferences as required by a selected one of said plurality of search options selected in step (b);    (d) searching said scheduling database for available time slots by applying said selected one of said plurality of search options within a selected one of said at least one available search range selected in step (a) in order to produce a search result;    (e) selecting a plurality of available time slots from said search result, said plurality of available time slots being closest in time to said user's preference, a total number of said plurality of available time slots not exceeding a predetermined value;    (f) through said natural language voice user interface providing to said user said plurality of available time slots for said user selection of a chosen time slot;    (g) reserving said chosen time slot in said scheduling database for said user; and    (h) repeating steps (a) through (h), 
 if said search result from step (d) contains no available time slot or if no said plurality of available time slots is chosen by said user in step (f),  
 and only if a predetermined number of repetitions of steps (a) through (h) has not been exceeded.  
 Whereby said user can reserve said preferred time slot by self service.  
   
   
   
       8 . The method of  claim 7 , further comprising the step of sending schedule reminder to said user via system initiated automated communication.  
   
   
       9 . The method of  claim 7  wherein said natural language voice user interface is coupled with a touch tone based user interface capable of collecting said user's input through a telephone keypad.  
   
   
       10 . The method of  claim 7  wherein said natural language voice user interface is coupled with a plurality of predetermined call transfer trigger conditions, said plurality of predetermined call transfer trigger conditions causing said user to be connected to a predetermined service telephone number for live office personnel assistance.  
   
   
       11 . The method of  claim 7 , further comprising the step of placing said user into a waiting list when no available time slot is found, and the step of assigning a newly available time slot to a user of said waiting list on a first come first serve basis.