Systems and methods for enhancing user experience by communicating transient errors

This patent application is directed to interaction between a voice-controlled device and a language processing system that processes user requests. The requests can be requests for information or they can be requests to control a device, such as "Turn on the bedroom light." The disclosure...

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Bibliographic Details
Main Author Johnson, Jr., Charles Melvin
Format Patent
LanguageEnglish
Published 11.05.2021
Subjects
ACOUSTICS
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRIC DIGITAL DATA PROCESSING
ELECTRICITY
MUSICAL INSTRUMENTS
PHYSICS
SPEECH ANALYSIS OR SYNTHESIS
SPEECH OR AUDIO CODING OR DECODING
SPEECH OR VOICE PROCESSING
SPEECH RECOGNITION
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
TELEPHONIC COMMUNICATION
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Summary:This patent application is directed to interaction between a voice-controlled device and a language processing system that processes user requests. The requests can be requests for information or they can be requests to control a device, such as "Turn on the bedroom light." The disclosure includes various embodiments for trying to resolve system errors in a manner that provides an improved customer experience. The improvements described include the capability of the overall system to recognize that an error has occurred while attempting to fulfill a request that was submitted as part of a recognized spoken utterance. Instead of simply doing nothing, or of playing a message to the customer to try again later, the system would now let the user know it was still processing the request while making another attempt at fulfilling the request. This requires the system to retain the entire utterance until it is determined that the request has been fulfilled or that the request cannot be fulfilled, so that the customer does not have to repeat the request a second (or third) time. The feedback to the customer can be audio, visual, or a combination. For example, the Echo could play an audio message "please stand by, I'm still working on your request" while at the same time, the colored ring could turn green to indicate all is well and processing is continuing.
Bibliography:Application Number: US201715699066