FORM - 2 THE PATENTS ACT, 1970
(39 of 1970)
&
THE PATENTS RULES, 2003
PROVISIONAL
Specification
(See section 10 and rule 13)
DATA TRANSFER
TATA CONSULTANCY SERVICES LIMITED
an Indian Company
of Bombay House, 24, Sir Homi Mody Street, Mumbai 400 001,
Maharashtra, India
THE FOLLOWING SPEC IFICATION DESCRIBES THE INVENTION.

Field of invention:
The invention relates to data transfer.
Particularly, this invention relates to Interactive Multimedia Response (PIM R) available through wireless and wired networks.
Background of the invention:
Interactive Voice Response (IVR) is an electronic system that provides voice response to a user's query initiated via a telephone. The telephone can be a landline phone or a phone.
Conventional IVR system comprises a computer with IVR software. The computer may house a telephony interface card. IVR services can be availed by standard wired phones or mobiles. A standard wired phone (Landline phone) has limited/ no intelligence and very limited signaling capacity i.e. landline phone can pass digits [(0 to 9),*, #] by generating Dual Tone Multi Frequency (DTMF) tones. Thus very limited functionality can be provided to a user.
Mobile phones have comparatively more intelligence, memory capability and support more exhaustive communication and signaling methodologies (TCP / IP, SIP and the like). Additionally, the mobile infrastructure permits download of applications over the air to the mobile phone.
Conventionally, IVR plays voice menus to users, accepts inputs from the users and provides appropriate response in a voice format. The voice menus
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- (prompts) are stored on a computer (IVR server) remotely located from the
user. These prompts are streamed to the client in real time thus necessitating:
1) Availability of several hardware / software ports for connecting to client, and hence, demanding for more computing power and network resources.
2) Establishment of continuous connection with a server, again consuming considerable computing and voice call transportation resources.
Following are the disadvantages for the conventional IVRs used:
- Call is circuit switched, when the call is answered one unit is charged, whether the bandwidth is used or not.
- Telephony cards are required, hence there is a limitation on number of simultaneous calls handled, and cards are costly.
- Calls are long and hence expensive to retrieve detailed information.
- Response is voice only.
- Hosting services in multiple languages is costly.
- Overall cost to the customer is more.
- Phone has limited capability.
This limits the effectiveness of the prior art system.
Prior Art:
US Patent Application No. 20030112931 describes a system and method for facilitating navigation of IVR menu in which is disclosed the mapping of IVR menu options in textual or graphical format. However, this does not extend to presentation on voice menus in voice format.
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US Patent Application No. 20030074198 discloses the selection and display of text menu by converting audio IVR menus to a text menu. However, this does not extend beyond text menus.
US Patent No. 7092702 discloses a generalized application framework post production of a mobile phone and talks of cable loading the application to a mobile phone delivering service centric functionality. This invention does not extend to generating voice-based results for a query. The basic mode of transfer of queries is step by step not saving significantly on time.
The system and method envisaged in accordance with this invention aims to overcome the limitations of the prior art.
Objects of the Invention:
One object of this invention is to exploit the enhanced capabilities of wireless and wired networks and the phone, resulting in better user experience and reduced communication cost to the client.
One more object of this invention is to provide a comprehensive interactive information query system.
One more object of this invention is to make phones more user-friendly.
Another object of this invention is to add to the utility of phones.
Another object of this invention is to reduce the cost of existing information providing services.
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Yet another object of this invention is to reduce traffic on communication network as well as the server.
Still another object of this invention is to optimize the use of communications network.
Still another object of this invention is to use lesser resources and investments compared to conventional systems.
An additional object of this invention is to have a system which is easy to .maintain and easy to upgrade.
Summary of the Invention:
According to one embodiment of this invention, there is provided a system which proposes a means for breaking down of IVR application in following functionalities:
(a) Playback means for voice/text/multimedia menu to select, distinguish, and segregate different types of queries;
(b) Input means (sequence of digits, letters, special characters or the like from the keypad of a mobile phone) for accepting inputs at the user end;
(c) Query formulation means at the user end;
(d) Transmitter means at the user-end to transmit the formulated query;
(e) Receiver means at the server-end to receive the formulated query;
(f) Interface means to enable connectivity between the transmitter and receiver ends; typically to transfer the formulated query to the server and to transfer the answered query to the user end.
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(g) Processing means at the server end for executing the query and to
obtain appropriate results, (h) Conversion means at the server end to convert the results of the query
in a voice/text/multimedia signal format, (i) Playback means at the user end to relay the results to the user
According to another embodiment of this invention, there is provided a system which proposes a downloading means for the functionalities of a), b), c) and i) over the communication network to a phone.
According to another embodiment of this invention, there is provided a system which proposes an execution means for executing the functionalities of a), b), c) and i) on the phone itself.
According to yet another embodiment of this invention, there is provided a system which proposes another execution means for executing the functionality of glh on the machine hosting PIM R server side application.
According to another embodiment of this invention, a thick client approach is used. By thick client approach, it is meant that an PIM R menu tree is downloaded once on the phone and replayed locally thereafter.
According to yet another embodiment of this invention, the communication network is a data channel. Packets of information are transmitted via a communication network in the form of data files between the phone and the server end. The transmission takes place in the form of data files. This reduces the operational costs of the system.
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According to an additional embodiment of this invention, the input and playback means of the phone are extended from the standard voice interactions to text and multimedia based interactions.
According to yet another embodiment of this invention, the server side includes a database means which is queried by the user.
According to still another embodiment of this invention, the input means is adapted to accept entries in the form of voice/text/multimedia.
According to still another embodiment of this invention, following steps define the skeletal framework for working the system using the PIM2R functionality:
- installing the requisite functionality of the PIM2R application on the server;
- downloading the PIM R client to a compatible phone which essentially downloads the PIM R menu and voice prompts;
- starting the PIM R application on the phone;
- involving the user to formulate a query by accessing the multiple-layered PIM2R menu;
- formulating a final query based on audio/video/text inputs;
- establishing connectivity of the PIM R client application with the server via http or via sockets or another suitable means;
- collating the data entered by the user on the phone;
- sending the final formulated query to a database;
- database responding to the query with appropriate data;
- server sending the data to PIM R client;
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- displaying the data to the user by the PIM R client application in the form
of audio/video/text format;
- disconnection by user.
This would bring in the following benefits
(a) Since the playback is mostly local, total cost of telephone call would be much less.
(b) This enables users to replay the menu as many time as needed or till it is understood in totality.
(c) Since computing power of the phone is used, server side load is much less. This would result in faster response from server side. As well the server side investments would be less.
(d) With availability of mobile application development framework like Binary Runtime Environment for Wireless (BREW), downloading the application over the air is possible and would thus result in ease of maintenance and upgradation.
(e) Hosting of PIM R in multiple languages is easily possible.
(f) Hosting of PIM R in multiple dialects is possible.
Brief Description of the Accompanying Drawings:
The invention will now be described in relation to the accompanying drawings in which;
Figure 1 illustrates a method of connection and realization for a conventional IVR module;
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Figure 2 illustrates a method of connection and realization for a PIM2R module in accordance with this invention;
Figure 3 illustrates the proposed architecture for realizing the envisaged functionality of PIM R in accordance with this invention; and
Figure 4 illustrates an example for displaying and selecting a ringtone.
Detailed Description of the Detailed Drawings:
Figure 1 of the accompanying drawings illustrates a conventional IVR according to the prior art. The phone (H), in this scenario includes a query formulating and transmitting means, playback means and result receiving means. The server (S) includes the query answering means. Conventional IVR comprises the following blocks:
- Line termination card + computer (H). Telephony lines are terminated on this card. This card collects digits/feeds voice prompts on the telephone line and carries out the like functions.
- Number of simultaneous calls that can be handled by IVR depends on the number of ports available on the card; this is a limiting factor for IVR.
- IVR software (O/S) collects the inputs provided by the user (via Line termination card), acts on it, plays prompt (voice) (P), formulates database query, associates with the application database (A), gets back the results, converts the result in appropriate voice files and plays to the user via telephone line.
End equipment is normal phone (H); hence, the signaling is limited (numbers via keypad) and response is in voice format only.
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- The calls are TDM and like (Time Division Multiplexing) based (billing
starts as soon as call is answered). Real time communication is necessary
for conventional IVR. The communication network (CN) supports only
real-time connection in this configuration.
Figure 2 of the accompanying drawings illustrates a PIM2R in accordance with this invention. A phone (H) is used for generating queries and receiving answers. A communication network (CN) establishes the connection between the phone (H) and a server (S). The communication network (CN) is adapted to send and receive data files. The server (S) comprises:
- a database means (D) adapted to host a variety of data configured and classified for a variety of applications;
- a web server (W) adapted to interface with said database means (D) and communicate with said phone (H).
Figure 3 of the accompanying drawings illustrates the proposed architecture for realising the envisaged functionality. The system envisaged in accordance with this invention comprises a user part (on phone) and server part (on computer). User and server part communicate through a communication network, typically HTTP (Hyper Text Transport Protocol) network.
Components of IVR residing on phone:
1. Prompts and menus store:
This module is a storehouse of generic voice prompts and text menus. These
resources will be downloaded over the air or preloaded in the phone by the
service provider. The format of prompts shall be compatible with the format
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supported by phone. The prompts may include the generic information required like numbers, months, currency and the like information.
2. Application script:
This script represents how the user will be guided to get the requisite information and the actions that need to be taken by the PIM2R system; typically acting as an interface between the user and the PIM2R system
3. PIM2R Engine:
This module executes the application script. This involves playing the voice/multimedia prompts, acting appropriately on user provided inputs, requesting the server for data and the like functions. The detailed functionality is described below:
• Downloading the menu including voice prompts from the server;
• On initializing the application, start playing the menu locally on the phone itself without connection to the PIM R server;
• Accepting inputs from the user;
• Formulating a query based on the received data (data entered by user);
• At appropriate time, connecting to the PIM R server via Hyper Text Termination Protocol (HTTP) like link by establishing network connectivity through internet;
• Once HTTP or like link is established, sending the formulated query to the PIM2R server application;
• Waiting for response from the PIM R server;
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• On receipt of appropriate response from the PIM2R server, converting the received data in appropriate voice/text/multimedia file understandable by the user;
• Playing the constructed files to the user using the speaker/display of the phone.
4. Media interface:
This module establishes connection with the server over the internet. It does the session management activities like establishment of session, tear down, . encryption. Typically HTTP is used as a transport medium.
PIM R server application:
PIM R server application envisaged in accordance with this invention comprises a computer with a means for executing the PIM2R server side application software executing on it.
This unit provides the following functionalities:
• Upon request by the phone, establishing connectivity with an application;
. • Accepting the query initiated by the PIM R client application;
• Constructing a syntactically correct database query based on the received request;
• Executing the query on the appropriate database;
• Receiving the response from the database;
• Validating and formatting the response;
• Sending the response in proper format to the phone.
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Figure 4 of the accompanying drawings illustrates an example for displaying and selecting a ringtone using the digital Packet PIM2R module in accordance with this invention.
The present art necessitates a user to connect to a server if he wishes to download a ringtone. In order to download a ringtone, the user first calls a specific number available for such purposes and establishes a connection with the server. The user then needs to identify the ringtone which he chooses to download from the entire list available with the server. These are typically archived and tagged according to their categories in menus and sub-menus in a cascaded manner. The user, after establishing the call, listens to a voice prompt which runs through a list of categories in a main menu (1) (for example, 'press 1 to select latest ringtones', 'press 2 to select most popular ringtones', 'press 3 to select bollywood ringtones', and the like voice prompts). The user identifies his first level of choice here (for example, he presses 1 for 'latest ringtone'). The user then encounters a second-layered menu (2) with subcategories in correlation with the previous menu, (for example, 'press 1 for latest bollywood ringtones', 'press 2 for nature sounds', 'press 2 for world cup 2007 ringtones', 'press 3 for best of atif aslam', and the like voice prompts). The user makes his preferred choice here by keying in his response (for example, he presses 3 for world cup ringtones'). The user further encounters a third-layered menu (3) with a list of songs correlating to the options in the previous menu (for example, 'press 1 for ek pal mein - rajiv', 'press 2 for boomshackalak - apache', 'press 3 for chale chalo - lagaan', 'press 4 for mitwa - lagaan', 'press 5 for wicket bacha - usha' and the like voice prompts.) The user chooses his preference (for example, 1 for ek pal mein - rajiv) and now has the option of listening to the ringtone (4) before he requests for download. Finally, the user gets his
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desired ringtone (5). A variety of problems are encountered while dealing with such IVR menus. Firstly, the user has to be continuously connected to the server until he finishes the required task. This requires him to pay for the airtime costs for the entire procedure. It is highly unreliable as there is no provision for guaranteeing that a call may be completed at all times. Users of mobile phone face the problem of varying range of the service provider in various locations. This is typically a hindrance if the user is not stationary. The server may face downtime. This may lead to complications wherein the user may have called and reached a specific point in his call and the server has failed to identify his request or load the next menu. This results in wastage of airtime resources and the user being charged even for the incomplete call. Any distraction to the user may also lead to the user not able to comprehend or listen to the voice prompt. Many IVRs according to the prior art do not have a facility of replaying the menus or the sub-menus. Even if they do, they are accompanied by a time lag. They also require the users uncompromised attention for him to be able to retrieve the relation between the number to be keyed in and the various headings in the menu or the sub-menu. Another problem faced is the traffic congestion. There may be times when the number of users calling the same number exceed the call handling capacity of the network, or the call handling capacity of the ports available to complete the connection. This results in the user being kept on hold or being asked to call later. Hence, the conventional IVR does neither provides for an optimum solution to the user, nor does it facilitate the optimum utilization of the service provider's resources. The use of PIM R in accordance with the present invention envisages to overcome the limitiations of the prior art. PIM2R in accordance with this invention allows the loading of the entire ringtone application onto a phone
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of the user. This application typically comes as a preloaded program onto the SIM card or on the phone. Any upgrades to the application can typically be downloaded in the form of patches through the calling network. The user, in this scenario, does not place a call to the server to listen to the options listed in various menus and sub-menus. He runs through and probes the entire list of ringtones and identifies the desired ringtone for download. Through the process of reaching the desired ringtone via the menus and sub-menus, the .user keys in a set of numbers associated with the headings in the menus and sub-menus and thus formulates a query. Since, the entire process of configuration for formatting a query is done locally on the phone itself without involving any network resources, the user saves on a large part of the airtime charges. He also has the option to divert his attention to other important tasks at hand with the facility of returning to the query formulation at a later stage. The formatted query is now relayed to the server equipped with a database and adapted to respond to the query. This relaying is done in the form of packets in accordance with the system of this -invention. The server then relays the specific ringtone for download to the user's phone. PIM R can be extended from voice based prompts and responses to text and multimedia based prompts and responses too. The user's phone, in accordance with this invention can also be extended to support multiple languages and multiple dialects so that all applications may be heard in the user-selected language and dialect. The system in accordance with this invention hence provides for optimum utilization of the network resources, lesser charges to the user.
-The system in accordance with this invention may be adapted to cater to the following range of applications:
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At present, one of the ways the contests are conducted is based on standard IVR functionality, where in questions are voice based and the contest is of on-line nature. In accordance with one exemplary embodiment of this invention, the system can be used for hosting similar contests having multimedia questions in either off-line or on-line mode. Contestants may be guided by voice menu in a language selected by him. Contesting IVR is an electronic system that plays questions to the user in voice format, takes user inputs (answers) in number format and plays the result back in voice format to the contestant.
Horoscopes are provided to the user based on his zodiac sign, birth data, birth time and the like in various languages. In accordance with another exemplary embodiment of this invention, the system can be used for providing a user interface through which the horoscope and predictions will be fetched from the server, voice prompts will be played, and the readings (text/images format) will be displayed on the phone screen.
In accordance with another exemplary embodiment of this invention, the system can be used for providing a search application where a user can search for Songs/Videos/Wallpapers and the like downloadable features with voice based menus and ability to preview before download. The voice menus and instructions are available in various languages. PIM2R will be the user interface through which the application menus will be fetched from the server, voice prompts will be played, and the Songs / Wallpapers / Videos will be displayed on the phone screen.
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In accordance with yet another exemplary embodiment of this invention, the system can be used for providing an application which allows a user to download the daily joke / thought / shayari / poem and the like through voice based menus and in various languages. PIM R will be the user interface through which the prompts will be fetched from the server, voice prompts will be played, and the joke / thought/ poem (text/images format) will be displayed on the phone screen.
In accordance with yet another exemplary embodiment of this invention, the system can be used, wherein a user can vote / poll for reality based / award shows / polls hosted by news channels through voice menus, options and instructions in a language of his choice. PIM R will be the user interface through which the polls will be fetched from the server, voice prompts will be played, and the polls (video/audio/text/images format) will be displayed on the phone screen.
In accordance with still another exemplary embodiment of this invention, the system can be used, wherein users can get the latest update on scores for ongoing matches / matches happened in last week. PIM2R will be the interface through which the results / live scores will be fetched from the server having the relevant data, voice prompts will be played, and the information (video/audio/text/images format) will be displayed on the phone screen.
In accordance with an additional exemplary embodiment of this invention, the system can be used, wherein students giving these entrance exams can use an application for learning word pronunciations, meanings, synonyms,
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antonyms, tests for the same, etc. PIM R will be the user interface through which the wordlists and tests will be fetched from the server, voice prompts will be played, and the wordlists/tests (audio/text format) will be displayed on the phone screen.
In accordance with yet another exemplary embodiment of this invention, the system can be used for providing English learning lessons to illiterate people. PIM R will be the user interface through which the lessons will be fetched from the server, voice prompts will be played, and the lessons (audio/text format) will be displayed on the phone screen.
In accordance with an additional exemplary embodiment of this invention, the system can be used for students to take Objective type questions having multiple choice answers tests. PIM R will be the user interface through which the questions will be fetched from the server, voice prompts will be played, and the questions (audio/text/images format) will be displayed on the phone screen.
In accordance with still another exemplary embodiment of this invention, the system can be used for providing latest shares, commodities, equities information to users in a language choice of their own. PIM2R will be the user interface through which the latest information will be fetched from the server, voice prompts will be played, and the information (audio/text/images format) will be displayed on the phone screen. It will then securely make the trading transactions after receiving user confirmation.
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The system can be used for providing voice mail functionality to the calling people if user does not answer using resources of phone. PIM R will be the user interface through which the calling person will be guided to keep a message. This message will be stored on the phone memory itself.
In accordance with still another exemplary embodiment of this invention, the system can be used for providing the latest weather information and -predictions to users in a language choice of their own. PIM R will be the user interface through which the latest information and predictions will be fetched from the server, voice prompts will be played, and the questions (audio/text/images format) will be displayed on the phone screen.
In accordance with yet another exemplary embodiment of this invention, the system can be used for providing latest headlines and news items across the world and across different categories like sports, entertainment, politics, etc. to users in a language choice of their own. PIM2R will be the user interface -through which the information will be fetched from the server, voice prompts will be played, and the questions (video/audio/text/images format) will be displayed on the phone screen.
In accordance with another exemplary embodiment of this invention, the system can be used for providing the framework for semiliterate/illiterate people to provide small utility services like keeping account book to the users in a language choice of their own. PIM2R will be user interface through which the information will be uploaded/fetched from the services •and will be displayed on the user phone.
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In accordance with yet another exemplary embodiment of this invention, the system can be used for providing a selection means wherein, a user can select the category of information he/she requires based on the PIM2R voice prompts and can navigate to reach the desired information with user interface being PIM R The information in the end can be rendered to the user in multimedia format (Voice, text, images) as per the user choice. The application based on PIM R can also be integrate in a layered fashion while navigating the information leading to buy and sell.
In accordance with still another exemplary embodiment of this invention, the system can be used for providing appropriate information to the customers dialing call centre across the types of call centre and various services offered in language of user's choice. The information can be multimedia. PIM2R will be the user interface through which the information will be fetched from the server, voice prompts will be played, and the information (video/audio/text/images format) will be rendered on the phone. One instance of this application can be "Prepaid Balance Information" provided to the users by Telecom Service Providers using IVR / call centre.
In accordance with yet another exemplary embodiment of this invention, the system can be used for providing latest schedules to users in a language choice of their own and allows them to make bookings for the same. PIM2R will be the user interface through which the latest schedules and pricing information will be fetched from the server, voice prompts will be played, and the information (audio/text/images format) will be displayed on the phone screen. It will then securely make the transactions after receiving user confirmation.
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In accordance with yet another exemplary embodiment of this invention, the system can be used for providing a means for users to pay utility bills like "Electricity, Telephone, Gas bookings, Mobile Bills, etc. guiding them through a voice based menu in a language of their choice. PIM R will be the user interface, through which the voice prompts will be played, and the choices (audio/text/images format) will be displayed on the phone screen and the inputs will be taken from the user in numerical format. It will then securely make the transactions after receiving user confirmation.
In accordance with still another exemplary embodiment of this invention, the system can be used for instructing the user of safety, precautionary, relief or the like measures in the face of a disaster. For example, when a disaster like Tsunami strikes it is important to reach the affected persons wherever they are. In accordance with the invention of the PIM R technology, an application which can be instantiated remotely and user guided by the
'y
PIM R interface to do what next and the like instructions.
It should be understood that the programs, processes, methods and systems described herein are not related or limited to any particular type of computer or network system (hardware or software), unless indicated otherwise. Various types of general purpose or specialized computer systems may be used with or perform operations in accordance with the teachings described herein.
In view of the wide variety of embodiments to which the principles of the present invention can be applied, it should be understood that the illustrated
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embodiments are exemplary only. The illustrated embodiments should not be taken as limiting the scope of the present invention. For example, the interactions between the components may be taken in sequences other than those described, and more or fewer elements may be used in the block diagrams. While various elements of the preferred embodiments have been -described as being implemented in software, in other embodiments hardware or firmware implementations may alternatively be used, and vice-versa.
Dated this 22nd day of May, 2007.

MOHAN DEWAN
R.K.DEWAN & COMPANY APPLICANTS' PATENT ATTORNEY

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