System and method for dynamic ASR based on social media
First Claim
1. A method to adjust a lexicon of at least one of an automatic speech recognition (ASR) engine or an interactive voice response (IVR) system of a contact center, the method comprising:
- receiving, by a computer-implemented social media gateway of the contact center, a plurality of messages from at least one social network, wherein each message comprises one or more message fields;
grouping, by the computer-implemented social media gateway, based on a content of the respective one or more message fields, two or more of the messages to form a message grouping;
data mining, by a computer-implemented dialog engine of the contact center, the message grouping to extract one or more characteristics;
inferring, in real-time, by the computer-implemented dialog engine, based on the one or more extracted characteristics, a trend between the messages comprising the message grouping about a topic trending higher on the at least one social network;
adding, by the computer-implemented dialog engine, one or more words or phrases related to the trend to the lexicon to generate a modified lexicon;
receiving, by the ASR engine, a speech signal from a user; and
matching, by the ASR engine, the speech signal to one or more words in the modified lexicon.
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Abstract
System and method to adjust an automatic speech recognition (ASR) engine, the method including: receiving social network information from a social network; data mining the social network information to extract one or more characteristics; inferring a trend from the extracted one or more characteristics; and adjusting the ASR engine based upon the inferred trend. Embodiments of the method may further include: receiving a speech signal from a user; and recognizing the speech signal by use of the adjusted ASR engine. Further embodiments of the method may include: producing a list of candidate matching words; and ranking the list of candidate matching words by use of the inferred trend.
39 Citations
20 Claims
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1. A method to adjust a lexicon of at least one of an automatic speech recognition (ASR) engine or an interactive voice response (IVR) system of a contact center, the method comprising:
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receiving, by a computer-implemented social media gateway of the contact center, a plurality of messages from at least one social network, wherein each message comprises one or more message fields; grouping, by the computer-implemented social media gateway, based on a content of the respective one or more message fields, two or more of the messages to form a message grouping; data mining, by a computer-implemented dialog engine of the contact center, the message grouping to extract one or more characteristics; inferring, in real-time, by the computer-implemented dialog engine, based on the one or more extracted characteristics, a trend between the messages comprising the message grouping about a topic trending higher on the at least one social network; adding, by the computer-implemented dialog engine, one or more words or phrases related to the trend to the lexicon to generate a modified lexicon; receiving, by the ASR engine, a speech signal from a user; and matching, by the ASR engine, the speech signal to one or more words in the modified lexicon. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A system of a contact center to adjust a lexicon of at least one of an automatic speech recognition (ASR) engine or an interactive voice response (IVR) system of the contact center, the system comprising:
a server comprising; a computer-readable storage medium, storing executable instructions; and a processor coupled to the computer-readable storage medium, the processor, when executing the executable instructions; receives a plurality of messages from at least one social network, wherein each message comprises one or more message fields; based on a content of the respective one or more message fields, groups two or more of the messages to form a message grouping; data mines the message grouping to extract one or more characteristics; based on the one or more extracted characteristics, infers, in real-time, a trend between the messages comprising the message grouping about a topic trending higher on the at least one social network; adds one or more words or phrases related to the trend to the lexicon to generate a modified lexicon; receives a speech signal from a user; and matches the speech signal to one or more words in the modified lexicon. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19)
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20. A method for adjusting a lexicon of at least one of an automatic speech recognition (ASR) engine or an interactive voice response (IVR) system of a contact center, the method comprising:
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receiving, by a computer-implemented social media gateway of the contact center, social media information from at least one social network; data mining, by a computer-implemented dialog engine of the contact center, the social media information to extract one or more characteristics; inferring, in real-time, by the computer-implemented dialog engine, based on the one or more extracted characteristics, a trend about a topic trending higher on the at least one social network; modifying, by the computer-implemented dialog engine, the lexicon based on the trend to generate a modified lexicon, wherein modifying the lexicon comprises at least one of; adding one or more words or phrases related to the trend to the lexicon;
or deleting one or more words or phrases previously added to the lexicon based on a previous trendyreceiving, by the ASR engine, a speech signal from a user; and matching, by the ASR engine, the speech signal to one or more words in the modified lexicon.
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Specification