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System and method for dynamic ASR based on social media

  • US 10,134,391 B2
  • Filed: 03/13/2017
  • Issued: 11/20/2018
  • Est. Priority Date: 09/15/2012
  • Status: Active Grant
First Claim
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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:

  • 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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