Abstract:
An operator assisted system helps a caller browse the World Wide Web without requiring the caller use a computer. The invention enables a caller on a POTS or cellular/wireless telephone connection to connect with an operator to search and select Web-based content. The invention collects desired search results and passes them to an IVR (Interactive Voice Response) system for presentation to the POTS/Cellular caller. The invention facilitates high-quality search request interpretation and highly-efficient Web searches by a trained operator, using a visual PC based browser.

Description:
This application is a continuation application of U.S. patent application Ser. No. 09/420,154, filed on Oct. 18, 1999. 
    
    
     BACKGROUND OF INVENTION 
     This invention relates generally to the retrieval of information from accessible sources on or via the World Wide Web (WWW, or Web). More specifically, the invention relates to the retrieval of Web-based information using ordinary telephones to browse and select the desired information from any of a large number of differently-organized sources available through the Web. 
     1. Definitions 
     HDML: Handheld Device Markup Language, and the Wireless Markup Language (WML)—are languages, similar to HTML, that allows the text portion of a Web page to be presented on cellular phones and personal digital assistants (PDAs) via wireless access. 
     2. Discussion of Prior Art 
     U.S. Pat. No. 5,884,262 (Wise et al.) describes a telephone voice browser enabling a caller to access Web pages and data including audio files and documents in various formats, browsing the Web and selecting content through the use of speech-to-text analysis of spoken commands and DTMF signals issuing from the caller&#39;s telephone connection, and obtaining content through audio and text-to-speech processing onto the caller&#39;s connection. This speech-to-text method of browsing and selecting content has three disadvantages. 
     First, it relies on speech recognition technology. Even after decades of effort, large-vocabulary, speaker-independent, continuous-speech voice recognition does not produce highly-reliable speech-to-text results without unacceptable cost in time and hardware. Regional and ethnic accents and cadences, widely-varying speech habits, unreliable telephone connections, obscure vocabulary and syntax usage, all contribute to increased error rates in automated speech recognition processing. Reduction of error rate requires restriction of one or more of the dimensions of vocabulary range, speech continuity, and speaker-to-speaker variation. Such restriction limits the range of usefulness of the Wise proposal. 
     Second, for data retrieval, the Wise proposal requires an easy-to-use yet powerful interface between the ordinary telephone user and any number of Web-accessible databases of widely-varying complexity and sophistication. Such a requirement limits the range of users to the few who are satisfied with the results of simple queries and the few who possess sufficient database-search skills to use successfully the results returned by more-complex requests. 
     Despite progress in ‘intelligent’ software, complexities of language still limit the range and power of such methods. Much effort has been expended to make database query languages such as SQL more ‘user-friendly’, but such efforts have forced a tradeoff between usefulness of search results and simplicity of performing the searches. No simple substitute has yet been found for skilled human search practice. 
     Third, the speech recognition process in Wise must be applied to speech as delivered from a user across an ordinary PSTN POTS line. Speech delivered this way sharply attenuates speech frequencies outside the range of 300-3300 Hz, making its analysis for content significantly more difficult and inconclusive than such analysis for speech delivered with full fidelity. The result is a significantly-increased error rate in recognition, which diminishes the value of Wise for an ordinary user. 
     Problems inherent in speech recognition technology are compounded by typical low-fidelity telephone connections. Given such problems, the use of voice menus becomes predominant as a way of reducing error rates in the user-browser dialog. Voice menus are time-consuming (particularly where URLs are presented to the user) and limited to a short range of choices, again reducing the value of inventions, such as Wise, using them. 
     U.S. Pat. No. 5,873,077 (Kanoh et al.) describes a fax-based Web-access method and apparatus allowing a user to exchange faxes with a Website; the Website scans the user&#39;s faxes to select a course of action or a collection of data to return via a fax. Kanoh does not describe any voice access or any non-fax telephone usage. 
     U.S. Pat. No. 5,838,682 (Dekelbaum et al.) describes a dual-link system, using both a network connection and a PSTN line, to establish and use a secure connection for customer-merchant transactions. It does not address customer-driven browsing and searching the Web, independently of a merchant or sales entity. 
     U.S. Pat. No. 5,761,280 (Noonen et al.) describes a method and interface for Web browsing using telephone DTMF inputs, a menu system, and a display system attached to the telephone. It does not address the use of audio speech-to-text or text-to-speech. 
     U.S. Pat. No. 5,727,159 Kikinis) describes a system whereby low-end computers similar to personal digital assistants (PDAs) not ordinarily capable of Web browsing may be used to browse the Web. It does not address any telephone interfaces. 
     U.S. Pat. No. 5,875,436 (Kikinis) describes a work-order transcription and communication system using the Internet. It does not address Web browsing at all. 
     The Web-On-Call™ product made by General Magic, Inc., is a software product designed to be installed in a Web server, which provides a client user the ability to browse the Web using a telephone, in a manner similar to the Wise proposal. Like the Wise proposal, it relies on automated methods to respond to the user&#39;s requests. The Web-On-Call™ product is subject to the same limitations outlined above for Wise. 
    
    
     DESCRIPTION OF THE DRAWINGS 
     FIG. 1 shows the components and structure of the invention and its supporting telecommunications environment. 
     FIG. 2 shows the operation of the invention as it takes place within and among the components and structure portrayed in FIG.  1 . 
    
    
     SUMMARY 
     The invention enables a caller on a POTS or cellular/wireless telephone connection to connect with an operator to search and select Web-based content. The invention collects desired search results and passes them to an IVR (Interactive Voice Response) system for presentation to the POTS/Cellular caller. The invention facilitates high-quality search request interpretation and highly-efficient Web searches by a trained operator, using a visual PC-BASED browser, while utilizing the existing efficiencies of automated announcement IVR systems. 
     The invention provides a caller with an operator assisted search service that translates Web text to audio so that the caller can intelligently browse the World Wide Web without the caller operating computer. The elements of the system include a workstation, an interactive voice response (IVR) module, an audio web server, and a switch. The workstation and the IVR are connected to the caller via the switch. Both are also connected to an audio web server. The workstation has a browser for searching the Web. When the operator finds the Web information requested by the caller, the operator uses a software program to highlight the information. The software program automatically removes non-textual material, such as graphics. The text information is then stored on an audio web server. The workstation has caller identification information, such as the calling card number of the caller, the CLID of the caller or an access code required for the service. The selected files are stored on the audio web browser in accordance with the identification data of the caller. The workstation hands the call off to the IVR which delivers the selected information to the caller as part of a customary IVR session. 
     DETAILED DESCRIPTION OF THE INVENTION 
     Refer to FIG.  1 . In the invention&#39;s preferred embodiment, the system&#39;s components and connections are as follows. A workstation  10  is coupled to a public switched telephone network (PSTN)  25  via an audio link  15 . The operator  5  has a two-way audio connection with the caller  30  through the audio link  15 . Audio link  15  is a 56-kilobit-per-second channel comprising one of the 24 channels of a T 1  connection. A caller  30  connects to PSTN  25  via an ordinary POTS telephone line  35 . 
     Workstation  10  is also connected to the World Wide Web  40  via an Ethernet connection  45  using TCP/IP. That protocol enables workstation  10  to communicate with Web servers  50 ,  51  and audio Web Server  55 . A computer program (not shown) operates on workstation  10  for selecting portions of Web pages and for removing non-textual indicia (graphics, photos, etc.) from the selected portions of the Web pages. Details of the construction and operation of such a program are not necessary and are not disclosed because one skilled in the art may implement such programs in a variety of ways. A caller  30  is connected to the PSTN. Switch  20  on the PSTN connects the caller  30  to the operator  5  via audio link  15  and workstation  10 . 
     An audio announcement system  60  (also called IVR, or Interactive Voice Response) is connected to World Wide Web  40  via an Ethernet connection  65  using TCP/IP. IVR  60  is also connected to switch  20  via a T 1  or VoIP connection  70  using TCP/IP. That protocol enables IVR  60  to communicate with audio Web Server  55  and switch  20 . 
     Audio Web Server  55  is a computer coupled to the Web  40 . It includes a central processing unit, memory for storing operating system and application programs, and input and output devices for receiving and sending transmissions over the Web  40 . Audio Web Server  55  contains memory storage space adequate to store a number of HDML or WML files  75  that can be played for caller  30 . Web servers  50 ,  51  contain documents  80  and databases  80 ,  85 , respectively. Each database includes information retrievable by operator  5  using workstation  10 . 
     Operation of Invention 
     Refer to FIG.  2 . In the invention&#39;s preferred embodiment, a caller  30  uses the PSTN  25  to make a call  200  by dialing a special access number such as 311. Switch  20  routes call  200  to an available operator workstation  10  serving operator  5 . A conversation  220  between caller  30  and operator  5  results in a number of Web-based searches  240  by operator  5  through Web documents  80  and databases  85  until the information desired by caller  30  is visible to operator  5 . Operator  5  uses conventional browser software to highlight the information that will be announced to caller  5 . Operator  5  then invokes a software program in workstation  10 , which accepts the highlighted information, removes all graphic images and other non-text material, and performs a transmission  260  of the remaining text, along with the URL (universal record locator) of the source file  80  or  85 , into an HDML (or WML) file  75  on a local Web Server  55 . The invention automatically associates the selected HDML files  75  with a specific caller  30 . The HDML files  75  are stored in a directory of the Audio Web Server  55  under the CLID (Calling Line ID) number for caller  30  as qualifying file identification. 
     Operator  5  then establishes a connection  280  with IVR  60 , and releases caller  30  to IVR  60  and terminates conversation  200 . IVR  60  retrieves HDML files  75  using the CLID of caller  30  to identify file  75 , and announces HDML files  75 , using well-known Text-to-Speech or WAV file technology, by initiating a dialog  300  with caller  30 . To help caller  30  select and operate on files  75 , IVR  60  presents caller  30  with a voice menu of additional options such as back, forward, stop, fax the original URL page to a phone number, next file, previous file, exit. Using voice menus in a dialog  300  with audio subsystem  60 , caller  30  navigates files  75  with DTMF tones to specify commands to be carried out by audio subsystem  60 . Caller  30  terminates connection  300  by hanging up. 
     Alternate Embodiments of the Invention 
     The invention may be used with display telephones such as an ADSI phone. ADSI phones are capable of presenting visual displays of significant desirable text portions of retrieved Web pages. With an ADSI phone a caller may directly display HDML files. In an alternate embodiment, the workstation  10  or IVR  60  may determine from PSTN  200  whether or not the caller is using an ADSI instrument, whether or not the ADSI instrument&#39;s display is usable. If it the ADSI display feature is useable, the workstation  10  or IVR  60  sends Web page text directly from the stored HDML files  75  to the phone&#39;s display. That embodiment eliminates the need for text-to-speech translation. The ADSI phone can also display menus and process menu selections for navigation among HDML files. The invention sends menus directly to the ADSI phone&#39;s display and processes caller menu selections directly, again eliminating any text-to-speech translation. 
     While the invention uses HDML or WML formats, no particular format is required. Specific implementations of the invention may employ any format for file storage which is usable in the manner described in the operation of the invention. Likewise, the use of Ethernet and TCP/IP is not required and systems using the invention may employ any link type or link protocols which meet the functional requirements of the invention&#39;s operation. 
     The use of the PSTN itself, with its switching equipment, is not required. Those skilled in the art understand that the invention may employ connection, switching, and voice-over-IP capabilities of the Internet to deliver the same services as described in the preferred embodiment above. 
     The invention may, without loss of its essential character and workings, employ any workable combination of the choices listed in these alternative embodiments. 
     Illustrative Example 
     A caller using the invention requests legal assistance from an operator. The operator determines the type of assistance needed, retrieves a series of listings of law firms meeting the caller&#39;s needs, stores the listings in HDML form, and activates the audio announcement subsystem. The caller hears the following announcement, delivered by the audio announcement subsystem: 
     “Three firms were found which meet the requirements you listed. If you wish to hear a full description for Hanford, Sills &amp; Harvey, press 1. For Shakeman &amp; Torrelli, press 2. For Willis, Snipes, Cruise, Jackson &amp; Fishburne, press 3. If during the announcement for a firm you would like to be connected immediately to that film, press the pound sign . . . ” 
     The caller presses 2. The audio subsystem responds by speaking the Web page text retrieved from the Shakeman and Torrelli Web page. As the announcement ends, the caller presses the pound sign on the phone, and the audio subsystem signals the switch to transfer the call to the Shakeman and Torrelli phone number. (This immediate connection capability is currently a feature of available call-processing subsystems.) The call then proceeds as an ordinary telephone call between the caller and the firm of Shakeman and Torrelli. 
     The invention could carry the caller further into the web pages of the selected site. For example, the site may include biographies of members of the Shakeman &amp; Torrelli firm. At the request of the caller  30 , the operator highlights one or more of the biographies and stores them on the Audio Web Server  55  for playing by IVR  60 . 
     Those skilled in the art understand that workstation  10  and audio web server  55  are computers that include central processing units, memories, operating system programs and application programs. The switch  20  is also a computer-controlled switch that connects one caller to another. Likewise, the IVR  60  is computer-controlled equipment for generating audio signals and playing audio files in response to inputs received from callers. 
     Conclusion, Ramifications, and Scope of Invention 
     The invention offers a simple, clean and functionally powerful method for a caller using an ordinary telephone and telephone infrastructure to access highly-specific information stored on the World Wide Web without requiring recourse to demandingly sophisticated technology and interfaces on the part of the caller. 
     The invention takes advantage of already-available operator services to eliminate the need for complex search engines in locating desirable Web data, along with the significant skill requirements such search engines impose on their users. 
     The invention avoids involving an ordinary caller in the complex requirements and limitations of automated speech-recognition technology, rendering its services more attractive to those challenged by such restrictions on their everyday speech. 
     The invention, while using the current telephony infrastructure and interfaces in their most common forms, still offers the supplier of its services the ability to upgrade service capabilities to accommodate new technologies such as the ADSI phone and voice-over-IP telephone service. Such upgrades can be performed progressively at limited incremental cost, making them attractive to potential service suppliers. 
     The invention represents, therefore, a new revenue opportunity for its suppliers by leveraging their expertise in automated Operator Services systems. Current telephony service suppliers would be able to extend their capabilities economically by using their existing infrastructure. 
     From the above descriptions, figures and narratives, the invention&#39;s advantages in supplying a telephone caller with convenient and rapid access to information from the World Wide Web should be clear. 
     Although the description, operation and illustrative material above contain many specific features, those features should not be construed as limiting the scope of the invention but as merely providing illustrations and examples of some of the preferred embodiments of this invention. 
     Thus the scope of the invention should be determined by the appended claims and their legal equivalents, rather than by the examples given above.