Language model customization in speech recognition for speech analytics
First Claim
1. A method for performing speech recognition of interactions with an organization, comprising:
- training a customized language model for the organization by;
receiving, by a processor, organization-specific training data comprising a plurality of organization-specific phrases;
receiving, by the processor, generic training data comprising a plurality of generic phrases;
computing, by the processor, a plurality of similarities between the generic training data and the organization-specific training data;
assigning, by the processor, a plurality of weights to the generic training data in accordance with the computed similarities;
combining, by the processor, the generic training data with the organization-specific training data in accordance with the weights to generate customized training data;
training, by the processor, the customized language model using the customized training data; and
outputting, by the processor, the customized language model, the customized language model being configured to compute the likelihood that an input phrase will appear in a communication medium in an interaction with the organization; and
receiving input speech from an interaction between a customer and a contact center of the organization;
transcribing the received input speech, by an automatic speech recognition engine configured with the customized language model, to generate a transcript of the input speech; and
performing voice analytics on the transcript of the input speech.
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Accused Products
Abstract
A method for generating a language model for an organization includes: receiving, by a processor, organization-specific training data; receiving, by the processor, generic training data; computing, by the processor, a plurality of similarities between the generic training data and the organization-specific training data; assigning, by the processor, a plurality of weights to the generic training data in accordance with the computed similarities; combining, by the processor, the generic training data with the organization-specific training data in accordance with the weights to generate customized training data; training, by the processor, a customized language model using the customized training data; and outputting, by the processor, the customized language model, the customized language model being configured to compute the likelihood of phrases in a medium.
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Citations
14 Claims
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1. A method for performing speech recognition of interactions with an organization, comprising:
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training a customized language model for the organization by; receiving, by a processor, organization-specific training data comprising a plurality of organization-specific phrases; receiving, by the processor, generic training data comprising a plurality of generic phrases; computing, by the processor, a plurality of similarities between the generic training data and the organization-specific training data; assigning, by the processor, a plurality of weights to the generic training data in accordance with the computed similarities; combining, by the processor, the generic training data with the organization-specific training data in accordance with the weights to generate customized training data; training, by the processor, the customized language model using the customized training data; and outputting, by the processor, the customized language model, the customized language model being configured to compute the likelihood that an input phrase will appear in a communication medium in an interaction with the organization; and receiving input speech from an interaction between a customer and a contact center of the organization; transcribing the received input speech, by an automatic speech recognition engine configured with the customized language model, to generate a transcript of the input speech; and performing voice analytics on the transcript of the input speech. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A system configured to perform speech recognition of interactions with an organization, the system comprising:
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a processor; memory coupled to the processor and storing instructions that, when executed by the processor, cause the processor to; receive organization-specific training data comprising a plurality of organization-specific phrases; receive generic training data comprising a plurality of generic phrases; compute a plurality of similarities between the generic training data and the organization-specific training data; assign a plurality of weights to the generic training data in accordance with the computed similarities; combine the generic training data with the organization-specific training data in accordance with the weights to generate customized training data; train a customized language model using the customized training data; and output the customized language model, the customized language model being configured to compute the likelihood that an input phrase will appear in a communication medium in an interaction with the organization; and a speech recognition module configured to; receive input speech from an interaction between a customer and a contact center of the organization; transcribe the received input speech, by an automatic speech recognition engine configured with the customized language model, to generate a transcript of the input speech; and perform voice analytics on the transcript of the input speech. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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Specification