Detection of characteristics of human-machine interactions for dialog customization and analysis
First Claim
1. A method comprising:
- establishing an audio-based dialog between a person and a machine, wherein the person uses a communication device to communicate with the machine;
automatically detecting a characteristic during the dialog in real time, wherein the characteristic is not uniquely indicative of any of;
the identity of the person, the identity of the communication device, or any user account; and
customizing the dialog at an application level, based on the detected characteristic.
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Abstract
A system which uses automatic speech recognition to provide dialogs with human speakers automatically detects one or more characteristics, which may be characteristics of a speaker, his speech, his environment, or the speech channel used to communicate with the speaker. The characteristic may be detected either during the dialog or at a later time based on stored data representing the dialog. If the characteristic is detected during the dialog, the dialog can be customized for the speaker at an application level, based on the detected characteristic. The customization may include customization of operations and features such as call routing, error recovery, call flow, content selection, system prompts, or system persona. Data indicative of detected characteristics can be stored and accumulated for many speakers and/or dialogs and analyzed offline to generate a demographic or other type of analysis of the speakers or dialogs with respect to one or more detected characteristics.
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Citations
60 Claims
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1. A method comprising:
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establishing an audio-based dialog between a person and a machine, wherein the person uses a communication device to communicate with the machine;
automatically detecting a characteristic during the dialog in real time, wherein the characteristic is not uniquely indicative of any of;
the identity of the person, the identity of the communication device, or any user account; and
customizing the dialog at an application level, based on the detected characteristic. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28)
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29. A system comprising:
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a front end to generate a set of features in response to speech from a person during a dialog with the person, wherein the person uses a communication device to carry out the dialog;
a set of models;
a speech recognition engine to recognize the speech from the person based on the features and the models;
a characteristic detector to detect a characteristic other than the identity of the person, the identity of the specific communication device, or any user account; and
a customization unit to customize the dialog at an application level based on the detected characteristic.
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30. An apparatus comprising:
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means for establishing an audio-based dialog between a person and a machine wherein the person uses a communication device to communicate with the machine;
means for automatically detecting a characteristic during the dialog in real time, wherein the characteristic is not uniquely indicative of any of;
the identity of the person, the identity of the specific communication device, or any user account; and
means for customizing the dialog at an application level, based on the detected characteristic.
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31. A method comprising:
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examining each of a plurality of audio-based dialogs, each dialog between a person and a machine, to automatically detect a characteristic for at least some of the dialogs, wherein each person uses a communication device to communicate with the machine during the corresponding dialog, and wherein the characteristic is not uniquely indicative of any of;
the identity of the person, the identity of the communication device, or any user account; and
generating an overall characterization of the dialogs with respect to t-he characteristic. - View Dependent Claims (32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59)
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60. An apparatus comprising:
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means for providing a plurality of audio-based dialogs, each between a person and a machine, wherein each person uses a communication device to communicate with the machine during the corresponding dialog;
means for examining each of the dialogs to automatically detect a characteristic for at least some of the dialogs, wherein the characteristic is rot uniquely indicative of any of;
the identity of the person, the identity of the specific communication device, or any user account; and
means for generating an overall characterization of the dialogs with respect to the characteristic.
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Specification