Voice recognition method and apparatus using model number lookup

Abstract

A voice response system for use in obtaining return qualification information for a product using a non-unique product identifier, including: a dial-in voice system operable to prompt a caller for the non-unique product identifier, wherein the non-unique product identifies the product as a member of a defined product group: a product registration database including a plurality of different, non-unique product identifiers: a return policy storage that defines return policies for each of the non-unique product identifiers: and an arrangement that looks up a specific return policy for the non-unique product identified entered by the caller and provides information to the caller regarding return qualification for the product identified by the non-unique product identifier.

1 . A method of obtaining return and/or warranty qualification information for a consumer-type product on behalf of a consumer, the method comprising:
 prompting the consumer for at least one identifier of the product in connection in connection with a return and/or warranty eligibility inquiry;   receiving the at least one identifier of the product from the consumer;   causing a computer to search an electronic registration database for a relevant policy based on the at least one identifier of the product received from the consumer; and   communicating the relevant policy, if found, to the consumer,   wherein when the at least one identifier of the product uniquely identifies the product, the computer is caused to search the electronic registration database for an exact match to the at least one identifier received from the consumer, and the relevant policy that is communicated to the consumer is the policy associated with that exact match, and   wherein when the at least one identifier of the product does not uniquely identify the product:
 the at least one identifier received from the consumer is considered a non-unique identifier of the product, 
 the computer is caused to search the electronic registration database for a related product having the same non-unique identifier as that received from the consumer, and 
 the relevant policy that is communicated to the consumer is the policy associated with that related product. 
   
     
     
         2 . The method of  claim 1 , wherein the prompting, receiving, and communicating are practiced in connection with a telephone system. 
     
     
         3 . The method of  claim 1 , wherein the at least one identifier of the product is received via keyed-in data from the consumer. 
     
     
         4 . The method of  claim 1 , wherein the at least one identifier of the product is received from the consumer by recognizing spoken words. 
     
     
         5 . The method of  claim 1 , wherein the communicating includes performing text- to-speech conversion on the relevant policy. 
     
     
         6 . The method of  claim 1 , further comprising enabling the consumer to initiate a service center lookup operation following communication of a found relevant policy. 
     
     
         7 . The method of  claim 1 , further comprising providing the consumer with manufacturer contact information in response to a corresponding request received from the consumer following communication of a found relevant policy. 
     
     
         8 . The method of  claim 1 , further comprising, following communication of a found relevant policy, repeating the communicating and/or enabling the consumer to initiate a further return and/or warranty eligibility inquiry. 
     
     
         9 . The method of  claim 1 , wherein the non-unique identifier is a model number of the product. 
     
     
         10 . The method of  claim 1 , wherein the related product is the product in the electronic registration database that was shipped last. 
     
     
         11 . The method of  claim 1 , wherein the related product is the product in the electronic registration database that has the most recent sell-through date. 
     
     
         12 . A system for use in obtaining return and/or warranty qualification information for a consumer-type product on behalf of a consumer, comprising:
 a telephone response system configured to prompt the consumer for, and receive from the consumer, at least one identifier of the product in connection in connection with a return and/or warranty eligibility inquiry; and   a computer system configured to search an electronic registration (ER) database for a relevant policy based on the at least one identifier of the product received from the consumer, the ER database storing information regarding a plurality of products and associated return and/or warranty information;   wherein the telephone response system is further configured to communicate the relevant policy, if found, to the consumer,   wherein when the at least one identifier of the product uniquely identifies the product, the computer system is caused to search the electronic registration database for an exact match to the at least one identifier received from the consumer, and the relevant policy that is to be communicated to the consumer is the policy associated with that exact match, and   wherein when the at least one identifier of the product does not uniquely identify the product:
 the at least one identifier received from the consumer is considered a non- unique identifier of the product, 
 the computer system is caused to search the electronic registration database for a related product having the same non-unique identifier as that received from the consumer, and 
 the relevant policy that is to be communicated to the consumer is the policy associated with that related product. 
   
     
     
         13 . The system of  claim 12 , wherein the at least one identifier of the product is received via keyed-in data from the consumer. 
     
     
         14 . The system of  claim 12 , further comprising a voice recognition unit configured to recognize words spoken by the consumer. 
     
     
         15 . The system of  claim 12 , wherein the telephone response system is further configured to receive one or more supplemental requests from the consumer including:
 a first request to initiate a service center lookup operation,   a second request for manufacturer contact information,   a third request to repeat the found relevant policy, and   a fourth request to initiate a further return and/or warranty eligibility inquiry.   
     
     
         16 . The system of  claim 12 , wherein the non-unique identifier is a model number of the product. 
     
     
         17 . The system of  claim 12 , wherein the related product is the product in the electronic registration database that was shipped last. 
     
     
         18 . The system of  claim 12 , wherein the related product is the product in the electronic registration database that has the most recent sell-through date. 
     
     
         19 . The system of  claim 12 , wherein the telephone response system is further configured to indicate to the consumer that a relevant policy has not been found when the at least one identifier does not match any data in the ER database. 
     
     
         20 . The system of  claim 12 , wherein serial numbers help to uniquely identify products in the ER database.